As an Associate Brand Protection Partner, you will own the client relationship related to value delivery
Primary responsibility for client satisfaction and retention
Jointly responsible for setting the strategy for each customer in your portfolio
Ensure that this strategy is delivered by your team
Primary point of escalation for your customers
Monitor their health on a regular basis
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
Undertake and lead on quarterly customer business reviews for feedback
Monitor health and own accountability for all customer
Collaborate with other departments to ensure a cohesive approach to brand protection

Previous experience in Brand Protection or related role preferred
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
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
Ability to take a strategic and analytical approach
Excellent organizational and time management skills

Customer Success Associate – Online Brand Protection

Key skills