Senior Client Success Specialist

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

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, and 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.

• 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
• 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
• 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
• Trend Presentations & Workflow Integration: Deliver compelling, insight-led trend presentations directly from our platform, helping clients "connect the dots" between WGSN’s data and their strategic goals so our forecasts are deeply embedded into their daily workflows, products, and services to drive commercial success.

• Language requirements: English. Mandarin would be advantageous.
• Familiarity with the Singaporean and or Southeast Asia markets would be advantageous
• 4 to 8 years of previous Customer Success experience in SaaS-based companies  
• Truly exceptional client service experience
• 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

Thank you so much for your interest in working with us at WGSN! Our internal Talent Acquisition team takes care of all our recruitment efforts. When we need some extra help, we partner with agencies on our Preferred Supplier List (PSL) that truly understand our business, culture and ways of working together. Since we focus on these established partnerships, we’re unable to respond to unsolicited contacts or CVs from outside our PSL. But don’t worry! If we decide to explore new partnerships, we’ll be sure to reach out.