WGSN

Customer Success Manager

• Exceed KPI targets aimed at increasing user engagement with our services
• Follow our Customer Journeys for Onboarding, Maintain, Growth and Rescue to maintain and grow the relationship by regular contact with users to understand their drivers, requirements and challenges to advise on how our service can help them
• Follow up on all customer requests in a timely manner
• Arrange & deliver interactive workshop meetings with clients tailored to their needs to ensure that we are integrated into their business processes and that we consistently add value
• Partner with the Account Manager(s) to collaborate on account plans for all accounts, with a specific focus on growth and rescue accounts
• Keep up to date with all developments in our range of products and services and ensure you are an expert in all aspects of everything we do
• Monitor the active user report alongside mapped account information to ensure that all users are engaged with the best content for them. Use this mapping to find new opportunities within the current user base and beyond

Client Success Executive

Manager

• Manage a team with expertise predominantly in fashion, as well as in other sectors such as interiors, beauty, and materials.
• This role includes line management responsibilities, acting as a team leader to promote and develop a high-performing team.
• Use cutting-edge AI technology to support trend development for internal and external clients.
• Understand how tag-based search functionality helps identify the latest runway, street, and retail trends.
• Advocate the value and relevance of WGSN's extensive image library as a resource.
• Conduct regular quality assurance audits.
• Oversee the extensive image library.
• Analyze client user data with the commercial data analytics team.
• Manage all aspects of image tagging by AI and human annotators.
• Use workflow systems such as Smartsheet and Jira to track progress and internal team output.
• Collaborate with WGSN's global forecasting team, product managers, and data scientists as needed.
• Set priorities and objectives, establish annual goals, and conduct performance reviews every six months.

Senior Digital Image Manager

Business Development Rep

• Assume responsibility for meeting pipeline requirements for the assigned region
• Execute a set of demand-generation activities to achieve defined regional pipeline targets
• Anticipate issues through reporting and data analysis; manage the lead queue in Salesforce
• Promote best use of demand-generation tools within sales teams and share standard processes. Examples: SalesLoft, Sales Navigator, ZoomInfo, Salesforce
• Update SalesLoft cadences.

Business Development Representative

• Fornecer suporte administrativo e operacional excepcional à equipa de Serviços ao Cliente da WGSN na América do Norte
• Superar as expectativas dos clientes, oferecendo serviço de categoria e implementando melhores práticas para impulsionar o engajamento e a retenção
• Garantir que os KPIs mensais e trimestrais sejam cumpridos de acordo com as metas de retenção
• Resolver questões dos clientes caso a caso e fazer acompanhamento proativo
• Identificar e ajudar a resolver problemas técnicos e operacionais para assinantes
• Criar novas contas, configurar usuários e gerir o processo de transferência de novos negócios para o gerenciamento de contas
• Criar materiais personalizados e escaláveis, monitorar uso por usuário/conta e sinalizar contas de alto risco
• Ajudar na execução de estratégias de mitigação de riscos para atingir metas de retenção
• Apresentar ideias de engajamento, criar estratégias de comunicação e manter registos internos via CRM (Salesforce)
• Garantir que os dados de contas e clientes estejam limpos e atualizados nos sistemas (Salesforce e backend do site)
• Responder a consultas via Helpdesk, chat ao vivo e telefone
• Auxiliar na elaboração de relatórios para o gerente de atendimento ao cliente
• Realizar integrações para novos clientes e apoiar a jornada de onboarding

Client Success Executive

Senior Digital Image Manager

Business Development Representative

Client Success Administrator