Client Success Coordinator

About the role

We're looking for a strong Client Services Coordinator to join our team in North America and become an integral part of our Client Services function.

Role Overview

We are looking for a Client Service Coordinator to support the needs of WGSN's clients by ensuring that they have a positive experience throughout their entire subscription period. The main role of the Client Service Coordinator is to help maximize WGSN clients' and end-users' experience through the flawless execution of first-class client support.

The team

We have a high performing team who are diverse and based all over the US. The client services team works within the North American sales team. The team has worked incredibly hard over the past year to achieve outstanding results. They are true winners! You will be joining this integral team where support, learning and team spirit will allow you to settle comfortably into the role.

Key Accountabilities

• Exceed the expectations of our clients by showing best in class service and implement best practices to drive engagement for retention purposes
• Form partnership with dedicated Account Team to create strategies for risk mitigation and reinforce the business's value proposition among set of users and accounts
• Ensure quarterly KPIs are met in line with the business's retention rate
• Resolve client issues on a case-by-case basis and proactively follow-up with clients to ensure needs are met and assist with inbound client queries via the WGSN Helpdesk and Live Chat
• Anticipate client needs by staying up-to-date on all WGSN products and services
• Liaise with our product and technology departments on user testing of new products and enhancements; provide customer feedback to internal teams/stakeholders by different means
• Proactively engage with subscribers to demonstrate the value of WGSN's products and services, provide support that maximise our client's return on investment by way of: customized outreach based on client needs, schedule client meetings, conduct weekly usage monitoring and ensure percentage of active users maintain or grow MoM/YoY
• Puts forth new ideas for engagement, strategizes on creative ways for outgoing client communication and daily upkeep of internal records via CRM tool
• Tight time scales as needed

This list is not exhaustive and there may be other activities you are required to deliver.

Skills, Experience & Qualifications Required

• Applies understanding of how Client Services reinforces value and growth through the delivery of an exceptional service and engagement; is service-focused
• Strong attention to detail and excellent organizational skills required
• Exceptional communication and collaboration skills with the ability to work within a diverse client base to ensure best practices are applied with a high standard in line with business SLA's
• Experience using CRM systems (such as Salesforce), Google Analytics is preferable
• Understanding of the design cycle, exposure to retail, lifestyle trends or creative industries is strongly desirable
• Excellent interpersonal skills, adaptability, positive attitude, ability to go the extra mile & professionalism
• Previous Client Service experience is highly desirable

Pay

Salary range - $55,000 - $65,000.

Benefits

• Paid Time Off – 15 days of vacation per year with an additional day for each year of service up to 20 days. WGSN also observes the 12 Federal holidays. We also offer 6 weeks of paid Parental Leave
• 401(k) Retirement Savings Plan – allows employees to save and invest for their own retirement on a tax deferred basis. WGSN matches 50% of the first 6% contributed by employees
• Dental and Vision plans with MetLife
• Health Care with Anthem & Blue Cross Blue Shield
• Life Insurance, AD&D, Short and Long-Term Disability - all eligible employees receive coverage at no cost through Metlife
• Mental Health – WGSN provides many ways for employees to access mental health care including an Employee Assistance Program and inpatient, outpatient and virtual care if enrolled in an Anthem medical plan. Our EAP is available to all permanent staff, regardless of if you elect benefits

Schedule

We offer a flexible working environment with a wide range of flexible, hybrid and agile working arrangements. Conversations about flexible working have always been—and will continue to be—actively encouraged here, but we do not offer full remote working.