The role

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

This is an office-based role out of our New York or LA office.

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 Success 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 Success 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 Success 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 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.
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.

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 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.

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.

A Note for Applicants

We use AI to help our team screen applications and identify candidates whose skills and experience match the role. This technology removes personal information to promote a fair and unbiased process. We believe this tool helps us find the best talent while maintaining transparency and fairness.

A Note for Recruiters

Thank you so much for your interest in working with us at WGSN! Our internal Talent Acquisition team takes care of all our recruitment efforts. When we need some extra help, we partner with agencies on our Preferred Supplier List (PSL) that truly understand our business, culture and ways of working together. Since we focus on these established partnerships, we’re unable to respond to unsolicited contacts or CVs from outside our PSL. But don’t worry! If we decide to explore new partnerships, we’ll be sure to reach out.