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Client Success Specialist - German speaking
Customer Service Call Centre
💰 Salary Not shared
📊 Market NA
Location: London
Work type: On-site
Employment: Full-time
About the Company
WGSN is a team of consumer and design trend forecasters, content creators, designers, data analysts, and advisory consultants united by a common goal to create tomorrow. The company's trusted consumer and design forecasts power outstanding product design, enabling customers to create a better future. Services cover consumer insights, beauty, consumer tech, fashion, interiors, lifestyle, food and drink forecasting, data analytics, and expert advisory. The Client Success team is the lynchpin between commercial and content teams, based across Europe with the majority in London, speaking 7 languages between them.
About the Job
The Client Success Specialist works with the Account Management team to ensure that clients understand and use the company's portfolio of products. Working in partnership with the AM team, the role focuses on ensuring customers get tangible value from the service. With a commercial approach in each client engagement, the Client Success Specialist identifies upsell opportunities while focusing on volume retention at all times.
Role & Responsibilities
- ● Exceed KPI targets aimed at increasing user engagement with services
- ● Follow customer journeys for onboarding, maintain, growth, and rescue to maintain and grow relationships by regular contact with users to understand their drivers, requirements, and challenges
- ● Advise clients on how services can help address their needs and challenges
- ● Follow up on all customer requests in a timely manner
- ● Arrange and deliver interactive workshop meetings with clients tailored to their needs to ensure integration into their business processes and consistent value addition
- ● Partner with Account Manager(s) to collaborate on account plans for all accounts with specific focus on growth and rescue accounts
- ● Keep up to date with all developments in the range of products and services and maintain expertise in all aspects of the offerings
- ● Monitor the active user report alongside mapped account information to ensure all users are engaged with the best content for them
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- ● Use user mapping to find new opportunities within the current user base and beyond
Requirements
Experience
- ● Experience with Microsoft/Google suite is essential
Skills
- ● Fluency in English and German is essential
- ● Truly exceptional customer service experience, ideally within fashion
- ● Ability to thrive in a fast-paced environment and comfort making a high volume of calls and email contacts daily
- ● Understanding of how client services reinforces value and growth through exceptional service and engagement
- ● Service-focused mindset with commercial approach to grow book of business
- ● Strong attention to detail and excellent presentation skills
- ● Existing rights to work in the UK
Preferred (nice to have)
- ● Salesforce experience
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