Client Success Coordinator

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.

Requirements

• 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

Benefits

• Paid Time Off
• 401(k) Retirement Savings Plan
• Dental and Vision plans with MetLife
• Health Care with Anthem & Blue Cross Blue Shield
• Life Insurance, AD&D, Short and Long-Term Disability
• Mental Health