Customer Success Associate - Online Brand Protection Job at Corsearch

Job Description

As an Associate Brand Protection Partner, you will own the client relationship related to value delivery, with primary responsibility for client satisfaction and retention. You are jointly responsible for setting the strategy for each customer in your portfolio (together with the Account Manager) and for ensuring that this strategy is delivered by your team. You will be the primary point of escalation for your customers and will monitor their health on a regular basis.

Job Responsibility

Primary ownership and accountability for the customer
Create, drive, and continuously improve the strategy for customer
Agree on KPI’s or other success measures with the customer
Actively monitor and report on progress for all customer programs
Provide regular performance feedback for all Client Manager/ Coordinators working in your team
Deal with customer communications and escalations in a timely manner to ensure quick resolution
Undertake and lead on quarterly customer business reviews for feedback and provide suggestions on program improvements
Monitor health and own accountability for all customer
Assist the Operations Manager in your region with the recruitment for new members assigned to your customers as and when required
Bring customers with common issues together to share best practice and common enforcement issues/ targets for action
Collaborate with other departments, such as global delivery, enforcement, legal, sales, product and tech to ensure a cohesive and consistent approach to brand protection
Stay informed about industry trends, changes in laws and regulations, and other developments that may impact brand protection and make recommendations for changes as needed
Regular and open communication with team members working across your customers. This includes holding regular meetings and providing updates and progress reports
Maintain a high-level working knowledge over Salesforce, Timely, Freshdesk, Asana, Client Success, Corsearch Academy, Corsearch Clubhouse, our OBP Platforms (Zeal 2.0, and Browser Plug-ins (BP Browser, IHAS, and Cyborg) as well as any other tools as they are created and introduced
Participate in thought leadership initiatives and to attend/ speak at industry events when presented the opportunity

Requirements

Previous experience in Brand Protection or related role preferred (Preferably experience as Client Manager/ Coordinator or equivalent position)
Ability to communicate clearly, delegate tasks, provide feedback, and set goals and expectations
Strong customer service skills
Must be able to monitor health of customer relationships and ensure our services meet the clients’ expectations
Must be able to identify problems, analyze data, and develop solutions to address them
You must also be able to make difficult decisions, prioritize tasks, and manage resources effectively
Strong knowledge of the Brand Protection industry, including online infringement and counterfeiting
Strong interpersonal skills. Must be able to work well with others and build positive relationships with your colleagues, and other stakeholders
Effective communication is key to successful client programs. Must be able to communicate clearly and effectively with individuals assigned to their clients, superiors, and other stakeholders
Ability to build and maintain strong relationships with clients and internal teams
Ability to take a strategic and analytical approach, while being capable to understand trends
Excellent organizational and time management skills, with the ability to prioritize multiple tasks and projects ensuring that deadlines are met, and goals are achieved
Motivated and results-driven individual who takes a high degree of responsibility in their work
Strong risk assessment and risk mitigation skills

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Customer Success Associate - Online Brand Protection

Job Description

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