WGSN - Client On-boarding Specialist - New York

Company:
WGSN
Brand:
WGSN
Job function:
Client Services
Job type:
Perm Full Time
Location:
New York, USA
Salary:
£ 0 - 0
Job ref:
NA-170
Close date:
26 September 2017
Job Description: Client On-boarding Specialist
Business: WGSN- Account Management
Classification: non-exempt
Location: New York
WGSN Group is the World’s leading fashion trend forecaster with global offices and over 6,000 customers around the world, working with every Retailer on the Fortune 500 and key fashion brands across Europe, Asia, Latin America, and North America. WGSN group provides solutions to the fashion, retail, CPG, and interiors markets across Product development, marketing, customer segmentation, and more.
The primary function of the Client On-boarding Specialist is to support the needs of WGSN's clients, ensuring that they have a positive experience throughout their entire subscription period but mainly the first 90 days of the subscription. Activities include handling client’s inbound calls, emails and chat; training clients in using their WGSN memberships, assisting them with site navigation, identifying their information needs, developing strong partnerships, and resolving client issues on a case by case basis. The role of the Client On-boarding Specialist is to help maximize WGSN clients’ and end-users’ experience through the flawless execution of timely client support.

Key Responsibilities:
  • Handle in-bound calls, emails and chat inquiries from WGSN users on a timely and satisfactory resolution basis.
  • Train clients on how and why to use WGSN by leading online sessions or in person depending on the needs of the client.
  • Effectively communicate new features and benefits of WGSN to clients using the method best suited to each client.
  • Analyse client usage reports and account history to identify new strategies for increasing usage and building/maintaining client relationships.
  • Resolve client issues on a case by case basis and proactively follow up with clients to ensure clients are satisfied.
  • Accurately record details and structure reports on client history and interactions in SalesForce.
  • Prepare and report client status information to designated parties on a weekly basis.
  • Gather and effectively communicate client feedback, suggestions and ideas to appropriate internal constituents.
  • Work closely with cross functional departmental teams to identify improvements to processes and tasks that improve client services ability to provide quality client support.
  • Work with internal account teams to identify subscription upgrade opportunities.
  • Keep up to date on industry news, particularly news that affects WGSN clients.
  • Provide proactive outreach to clients as applicable.
Qualifications:
  • Bachelor’s degree required.
  • 1-2 years customer facing experience preferable.
  • Excellent oral and written communication skills as well as excellent presentation skills.
  • Must be extremely customer service oriented with a passion to exceed client expectations.Must be detail oriented and organized; able to multitask and think quickly; a fast learner.
  • Must be self-motivated and energetic; able to work independently with minimal supervision.
  • Good computer skills (basic knowledge of Word, Excel, PowerPoint); knowledge of SalesForce a plus
  • Able to undertake some travel.
  • Interest in fashion/fashion industry a plus.
  • Previous use of WGSN suite of services a plus.
WGSN is the World’s Global Style Network, digital subscription products include WGSN Trend, WGSN Homebuildlife, WGSN INstock, and WGSN Mindset bespoke consultancy services.
WGSN has trend and information hubs in New York, Hong Kong, São Paulo and London and has 16 offices around the world. We employ approximately 500 people, and more than 50% of our talent are content experts. WGSN seeks talent globally to work within a business that offers a unique blend of creativity and intelligence, of intuition and analysis to empower our customers to create tomorrow