Customer Success Specialist
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
What we offer
Our benefits and well-being package offers flexible benefits you can tailor to your own personal needs, including:
- 25 days of holiday per year - with an option to buy/ sell up to 5 days
- Pension, Life Assurance and Income Protection
- Flexible benefits platform with options including Private Medical, Dental Insurance & Critical Illness
- Employee assistance programme, season ticket loans and cycle to work scheme
- Volunteering opportunities and charitable giving options
- 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 flexible, hybrid and agile working arrangements. Conversations about flexible working have always been—and will continue to be—actively encouraged here, but we do not offer full remote working.
We want to ensure everyone has the opportunity to perform their best when interviewing, so if you require any reasonable adjustments that would make you more comfortable during the process, please let us know so that we can do our best to support you.
A Note for Applicants
We use AI to help our team screen applications and identify candidates whose skills and experience match the role. This technology removes personal information to promote a fair and unbiased process. We believe this tool helps us find the best talent while maintaining transparency and fairness.
A Note for Recruiters
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.