Client Success Executive

The role We’re looking for a strong Client Services Executive to join our NAM team and become an integral part of our Client Services function. This is an office-based role out of our New York or LA office. Salary range - $57,388.00 - $70,000.00 Role overview We are looking for a Client Services Administrator to be responsible for providing outstanding administrative and operational support to the WGSN Client Services, North America team. This role will be reporting to the Manager of Client Services, North America and will play a vital role in improving efficiency, client engagement and driving retention across the WGSN NAM portfolio. Key accountabilities Service a portfolio of Strategic and Enterprise partnerships for WGSN NAM, managing risk, identifying growth opportunities, create service account plans and perform educational sessions for retention purposes Exceed the expectations of our clients by showing best in class service and implement best practices to drive engagement for retention purposes Ensure monthly and quarterly KPIs are met in line with the business’s retention rate Form a partnership with the Strategic Account Managers to anticipate risk, create mitigations and growth strategies for retention and reinforce the business’s value proposition among set of users and accounts Resolve client issues on a case-by-case basis and proactively follow-up with clients to ensure needs are met within 24 hours Be proactive on client needs by staying up-to-date on all WGSN products and services and be a leader within your team on product knowledge 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: educational sessions, outgoing calls, customized outreach based on client needs and conduct weekly/monthly usage monitoring to create risk mitigation strategies to ensure retention goals are met Responsible for the adoption of WGSN’s tool within NAM client base Puts forth new ideas for engagement, strategizes on creative ways for outgoing client communication and daily upkeep of internal records and communication via CRM tools Identify improvements to current processes that improve client services’ ability to provide outstanding client support Coach peers proactively in the NAM CS department to create skill lift that drive client growth/retention and contribute to overall team success; act as a team leader 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 At least 2 years of experience in a Client Success role Confident communicating with C-Suite executives Must have experience with Salesforce and Google Suite Applies understanding of how Client Success reinforces value and growth through the delivery of an exceptional service and engagement; is service-focused Strong attention to detail, excellent presentation and organizational skills required Exceptional communication and collaboration 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 Understanding of the product 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 Understanding of the design cycle, exposure to retail, lifestyle trends or creative industries is needed What we offer 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. 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. We want to ensure everyone has the opportunity to perform their best when interviewing, so if you require any reasonable adjustments that would make you more comfortable during the process, please let us know so that we can do our best to support you. #J-18808-Ljbffr