Client Success Administrator

The role

We're looking for a Client Services Administrator to join our Sales team in either New York or LA to become an integral part of our Client Services function.

Salary range - $40,000 - $46,000

Working at WGSN

Together, we create tomorrow 

A career with WGSN is fast-paced, exciting and full of opportunities to grow and develop. We're a team of consumer and design trend forecasters, content creators, designers, data analysts, advisory consultants and much more, united by a common goal: to create tomorrow. WGSN's trusted consumer and design forecasts power outstanding product design, enabling our customers to create a better future. Our services cover consumer insights, beauty, consumer tech, fashion, interiors, lifestyle, food and drink forecasting, data analytics and expert advisory. If you are an expert in your field, we want to hear from you.   

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.

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 America 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.

• 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 partnership with dedicated Account Team to create strategies for risk mitigation 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
• Provides administrative and operational support, so the Client Services department is able to execute efficient and scalable servicing across WGSN’s North American client base
• Identify and help resolve technical and operational problems for WGSN subscribers 
• Responsible for new account creation, user set-up and overall handoff process from new business to account management to provide seamless onboarding journey
• Create customized and scalable collateral for subscribers based on industry verticals, ongoing usage monitoring at user and account level, detection and flagging of high-risk accounts
• Assist with the execution of risk mitigation strategies to meet volume retention goals
• Puts forth new ideas for engagement, strategizes on creative ways for outgoing client communication and daily upkeep of internal records via CRM tool   
• Ensure WGSN’s account and client data is clean and up to date in CRM systems (Salesforce.com) and site backend
• Responds to all inbound client queries via the WGSN Helpdesk and daily support of the Client Service team on Live Chat and general phone inquiries 
• Anticipate client needs by staying up to date on all WGSN products and services 
• Assist with reporting for Client Services Manager to help inform execution of retention strategies
• Exceed the expectations of our clients by showing best in class service and implementing best practices to drive engagement for retention purposes

• Applies an 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

What we offer

Our benefits and wellbeing package offers flexible benefits you can tailor to your own personal needs, including:  

 - 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.   

- Medical, Dental and Vision plans through Aetna

- Life Insurance, AD&D, Short and Long-Term Disability - all eligible employees receive coverage at no cost

- 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 Aetna medical plan.

More about WGSN

WGSN is the global authority on consumer trend forecasting.

We help brands around the world create the right products at the right time for tomorrow’s consumer.

Our values 

We Are Everywhere

The future is everything, it happens everywhere. WGSN is the world-leading forecaster because we track and analyse consumer behaviours, product innovation, design and creativity, everywhere.

We Are Future Focused

We utilise our global resources and intelligence to research, source and analyse quantitative and qualitative data to produce our forecasts. Everything we do is focused on working with our customers to create a successful and positive tomorrow.

We Are Rigorous

We source, review and assess quantitative and qualitative data to produce robust, actionable forecasts. To provide credible insights and design solutions for our clients, it is essential that rigour runs through everything we do.

Our culture 

An inclusive culture is one of our key priorities. We want our people to truly be themselves and thrive. We love having a diverse team of people who bring new ideas, different strengths and perspectives & reflect the global audience we work with.

Inclusive workforce 

We are committed to supporting the environment and sustainability, including ensuring our pension plan defaults to sustainable options and striving to be net zero by 2030.  

Recognising great performance is a key part of our culture. Our Awards schemes recognise and reward the brilliant achievements of our people.  

We have a truly 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. 

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.