Senior Client Success Specialist

The role

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

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.
Role overview

The Client Success Specialist works with the Account Management team to ensure that our clients understand and use our portfolio of products. The Client Success Specialist's role is to ensure that customers get tangible value from our service. Taking a commercial approach in each engagement with our clients, the Client Service Specialist should be able to identify upsell opportunities while focusing on volume retention at all times.

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, 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.

Role overview

We're looking for a Senior Client Success Specialist to join our team in Malaysia 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.

Key accountabilities

• 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

What we offer

Our benefits and wellbeing package includes:

• 20 days’ annual leave

• Private Medical Insurance

• Life Assurance

• Employee Assistance Programme

• Great learning and development opportunities

More About WGSN

WGSN is the global authority on consumer trend forecasting.

We help brands around the world create the right products at the right time for tomorrow’s consumer.

Our values

We Are Everywhere
The future is everything, it happens everywhere. WGSN is the world-leading forecaster because we track and analyse consumer behaviours, product innovation, design and creativity, everywhere.

We Are Future Focused
We utilise our global resources and intelligence to research, source and analyse quantitative and qualitative data to produce our forecasts. Everything we do is focused on working with our customers to create a successful and positive tomorrow.

We Are Rigorous
We source, review and assess quantitative and qualitative data to produce robust, actionable forecasts. To provide credible insights and design solutions for our clients, it is essential that rigour runs through everything we do.
Our culture

An inclusive culture is one of our key priorities. We want our people to truly be themselves and thrive. We love having a diverse team of people who bring new ideas, different strengths and perspectives & reflect the global audience we work with.
Inclusive workforce

We are committed to supporting the environment and sustainability, including ensuring our pension plan defaults to sustainable options and striving to be net zero by 2030.
Recognising great performance is a key part of our culture. Our Awards schemes recognise and reward the brilliant achievements of our people.

We offer a flexible working environment with a wide range of flex