WGSN - Customer Success Executive - London

Recruiter
ASCENTIAL PLC
Location
London (Greater)
Posted
15 Apr 2018
Closes
20 May 2018
Contract Type
Permanent
Hours
Full Time

About Ascential Intelligence Ventures and WGSN

WGSN brand is a global foresight business. We are the World’s Global Style Network, comprising of market-leading products including WGSN INstock, WGSN Lifestyle & Interiors, WGSN Style Trial and WGSN Mindset our 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.

WGSN is a part of the Ascential group, a global business-to-business information company that informs and connects the business world in 150 countries through market-leading Exhibitions & Festivals and Information Services.
The Ascential Intelligence Ventures is a newly created ‘start-up’ business within Ascential Group. Initially focussing on fast growth of WGSN’s newest data and colour products, AI Ventures is a stand-alone business which aims to achieve rapid growth through focus, innovation and creativity.

Check out our incredible portfolio:
https://vimeo.com/235733183/8ae34959e6

Role Overview
In this new role, the Customer Success Executive will be responsible for managing and growing our relationship with existing AI Ventures (WGSN Data Product) clients. Covering the Instock and Barometer products specifically, there are hundreds of existing client relationships that we aim to retain and then grow through excellence in engagement and brilliance in client service. By analyzing, interpreting and presenting our Data Products to clients, this role will drive engagement and renewals.

Key Accountabilities

  • Successfully achieve/exceed renewal and usage/engagement targets
  • Follow up on all inbound client leads and requests in a timely manner
  • Completing renewal process including drafting/submitting signed documents from client
  • Effectively on-boarding new clients to ensure they understand and utilise the solutions they have purchased
  • Engaging clients throughout their subscription/service contract to ensure they grow the utilisation of the services they have purchased
  • Interrogate the WGSN Data Products to put together presentations and insights to share with our clients
  • Conducting regular client-facing presentations and training to ensure the ‘so-what’s’ of using our products are clearly understood and embedded within the client workflow
  • Performing tasks to support users’ updates, resend passwords, solve technical problems and deal with security and regulate user information to ensure number of users is actual number of users
  • Forecasting your business on a timely and accurate basis each week for the month and quarter
  • Ensuring all client information is accurate and recorded on Salesforce
  • Work with Business Development team to help ensure seamless transition of accounts

This list is not exhaustive and there may be other activities you are required to deliver.

Skills, Experience & Qualifications Required

  • Ability to thrive in a high-performing, fast-paced, change environment
  • Results-driven with a ‘can do’ attitude
  • Excellent communicator with a client-focused attitude
  • Passion for learning, listening and innovating
  • Strong presentation and negotiation skills
  • Evidence of commercial and sales success
  • Ability to prioritise to focus on what will make a meaningful difference to business performance
  • Experience of utilising Salesforce (or equivalent CRM process) to manage pipeline, client engagement and contact information
  • Ability to utilise analysis tools (Excel, basic SQL or similar) to produce client-facing reports and insights

Language Requirements

  • Fluent in English and with strong Spanish language skills

Ascential’s Supporting Beliefs

  • FOCUS - we ruthlessly prioritise and always keep things simple
  • ALL IN - once we commit we deliver, with a clear focus on outcome
  • TRUSTWORTHINESS, TRANSPARENCY & OPENNESS - transparency inspires trust …and empowers
  • BE CREATIVE – we are smart, pro-active innovators
  • FACTS- we always use data & insight to inform our work
  • EMPATHY – we can be relied upon for fairness and consideration
  • NO SILOS - one team, one face, one reputation

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