Customer Success Specialist

About the role

We are looking to hire a Mandarin speaking Customer Success Specialist to join our Sales team in Hong Kong. Please note, this is an office-based role based out of our Hong Kong office. 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 Customer Success Specialist works with the Account Management team to ensure that our clients, in Taiwan and the Hong Kong region, 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 Customer 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, to Australia. 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. Key accountabilities Exceed KPI targets aimed at increasing user engagement with our services Localised knowledge of the Taiwanese and Hong Kong markets and culture 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 promptly 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 Data Analysis: 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 This list is not exhaustive, and there may be other activities you are required to deliver. Skills, experience & qualifications required Fluency in English and Mandarin (mandatory requirement) Familiarity with Taiwanese & Hong Kong B2B clientele/market 1-2 years of previous Customer Success experience in SaaS-based companies Truly exceptional customer service experience, ideally within Fashion Thrives in a fast-paced environment and must be comfortable making a high volume of calls and email contacts daily Experience with the Microsoft/Google suite is essential; Salesforce is preferable Applies an understanding of how Client Services reinforces value and growth through the delivery of an exceptional service and engagement; is service-focused but always brings a commercial mindset to grow their book of business Strong attention to detail, excellent presentation and organisational skills Exceptional communication and collaboration with the ability to work within a diverse client base, in line with business SLA's An understanding of the product design cycle and exposure to retail, lifestyle trends or creative industries are strongly desirable Excellent interpersonal skills, adaptability and ability to go the extra mile A positive and professional attitude

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