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Client Success Specialist - Italian speaking
Customer Service Call Centre
💰 Salary Not shared
📊 Market NA
Location: London
Work type: On-site
About the Company
WGSN is a team of consumer and design trend forecasters, content creators, designers, data analysts, and advisory consultants united by the 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.
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 is to ensure that customers get tangible value from the service. With a commercial approach in each engagement with clients, the Client Success Specialist should be able to identify upsell opportunities whilst focusing on 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 and advise on how the service can help them
- ● 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 delivery
- ● Partner with Account Manager(s) to collaborate on account plans for all accounts with a specific focus on growth and rescue accounts
- ● Keep up to date with all developments in the range of products and services and ensure expertise in all aspects
- ● Monitor the active user report alongside mapped account information to ensure all users are engaged with the best content for them and use this 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
- ● Truly exceptional customer service experience ideally within Fashion
- ● Thrives in a fast-paced environment and comfortable making a high volume of calls and email contacts daily
- ● Understanding of how Client Services reinforces value and growth through delivery of exceptional service
- ● Right to work in the UK
Preferred (nice to have)
- ● Fluency in Spanish, Italian, French, Afrikaans, German or Turkish
- ● Salesforce experience
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