Senior Client Success Specialist

The role

We are looking to hire a Senior Client Success Specialist to join our Sales team in Melbourne, Australia.

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.

The team

The Client Success team is the linchpin between our commercial and content teams. With a commercial mindset, we partner with the Account Management team to bring our information to life, sharing our expertise on our content.

As a group of people, we are based across APAC, from Hong Kong, Singapore, Australia, to Indonesia. 

We are incredibly passionate about our brand and how impactful it can be to help our clients, meaning we always go the extra mile. As a result, we are an ultra-high-achieving team, continually pushing the boundaries of what is expected in our role. This has led us to achieve outstanding results over the last few years—and a few company accolades along the way.

Role overview

We're looking for a Senior Client Success Specialist to join our team in Australia as part of our Client Success function. If you’re passionate about Consumer lifestyles (e.g. Fashion, Consumer Technology, Home Interiors, Beauty, Food & Drink) this is a great place to be, giving you the opportunity to work with the world's most creative people and to develop the skills to launch your career.

The Senior Client Success Specialist works with the Account Management team to ensure that our clients understand and use our market-leading portfolio of products. You’ll act as a strategic partner to a select portfolio of high-value enterprise customers, and you will engage directly with C-level and senior executives, providing strategic planning and engagement that drives long-term value realisation. Your mission is to ensure clients realise measurable business outcomes through full product adoption. These outcomes will be achieved through strong relationships and engagement with client partnerships, sharing of insights and opportunity identification within and across the entire portfolio, solution selling techniques, internal collaboration, follow up, and a consistent track record of delivery to (and above) expectations.

• Partner with the Account Manager(s) to collaborate on account plans for all key/growth accounts
• Be comfortable with analysing data. Proactively monitor the individual account usage to make sure all accounts are getting value from their subscriptions and to identify plans to re-engage where needed to mitigate churn
• Ability to design and implement tailored account planning, outline key milestones across (30/60/90 days)
• Actively seek out client feedback in ROI success stories to activate more value in those partnership
• Be comfortable in setting personal goals to meet retention targets 
• Owning the full onboarding process with new clients through product training and retention strategies 
• Arrange & deliver training/workshop-style meetings with clients which are tailored to their needs to ensure that we are integrated into their business processes and that we consistently add value
• Arranging & deliver trend spotlight sessions with client which are tailored to their trend briefs and requests, being comfortable with presenting this to wider and larger audiences
• Hit KPI targets aimed at increasing user engagement with our services
• Maintain and grow relationships with our new and existing clients, keeping regular contact with users to understand their business processes, challenges, and advise on how our service can help them
• Follow up on all client requests in a timely manner

This list is not exhaustive, and there may be other activities you are required to deliver.

Skills, experience & qualifications required

• Language requirements: English is required and Mandarin would be advantageous
• Local and regional expertise is a must, and having more experience with Singaporean/Asia market would also be a bonus 
• 4 to 8 years of previous Customer Success experience in SaaS-based companies  
• Truly exceptional client service experience
• Car license required, as you’ll be on the road to attend client meetings quite regularly
• Able to understand customer needs (implied and explicit) and provide help and solutions through the products that we have
• Exceptional presentation skills, tailoring any presentation to B2B clientele
• High-level written & verbal English language skills with the ability to work across various communication methods
• Be able to analyse accounts commercially, and the client needs to understand their commercial drivers to drive renewal conversations
• Effective priority management skills
• Experience in effective face-to-face communication with clients through the delivery of product training to diverse customer audiences
• Relationship-building skills that help build trust and rapport with existing customers
• A team player, keen to take on ad hoc tasks as and when required