Head of Customer Success managing strategic customer initiatives at gyde. Leading a 5 - member team to enhance customer experience in educational offerings.
About the role
- Client Success Executive optimizing customer use of WGSN's design forecasting services. Collaborating with account management to drive user engagement and retention while identifying upsell opportunities.
Responsibilities
- 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
Requirements
- Fluent English
- 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 Microsoft/Google suite is essential; Salesforce 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, exposure to retail, lifestyle trends or creative industries is strongly desirable.
- Excellent interpersonal skills, adaptability and ability to go the extra mile
- A positive and professional attitude
Benefits
- Bradesco health insurance plan
- Careplus dental plan
- Omint life insurance
- Food/meal vouchers via Flash
- Internet allowance via Flash
- Transportation vouchers via Flash
- Daycare allowance
- Total pass
- Day off on your birthday
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
CRM & Digital Manager managing Salesforce strategy and digital initiatives at Volkswagen Group. Leading cross - functional teams and driving CRM adoption in automotive processes.
Partner Success Manager focusing on growing strategic partnerships in accounting and consulting for AI - native ERP company. Driving product adoption and fostering partner success in fast - paced environment.
Junior Customer Success professional at Payscale executing digital outreach campaigns using Gainsight. Collaborating with teams to optimize customer engagement and enhance pay strategies through digital programs.
Senior Vice President of Customer Success leading global strategy at a top alumni engagement platform in the financial sector.
Senior Vice President of Customer Success leading global CS organization for Enterprise Alumni. Focusing on retention, expansion, and customer value in the financial sector with a distributed team.
Lead and scale Customer Success at a market leading Alumni engagement platform in the financial sector. Responsible for retention, expansion, and customer value with teams across Europe and the US.
Junior CRM Consultant implementing and configuring CRM platforms like HubSpot and Dynamics. Focus on optimizing processes and supporting client teams in digital transformation.
Customer Success Specialist managing campus partnerships and course material operations at VitalSource. Combining customer service expertise to enhance the student experience in a hybrid role.
Customer Success Agent ensuring exceptional service for customers at a healthtech startup in Berlin. Collaborating with teams to analyze requests and improve processes for better customer satisfaction.