Brand Customer Success Manager (Japan or China)

Position Summary:

The Brand Customer Success Manager (CSM) role focuses on delivery of OpSec Online Brand Protection solutions, acting as the main point of contact for a portfolio of accounts, and providing world-class customer service and consultative support.  This is a challenging and exciting position in a rapidly developing field working collaboratively with the world’s premier brands for a dynamic, fast-paced company.

Responsibilities:

  • Manage full lifecycle of service engagement for an assigned client portfolio, managing expectations and service requirements.
  • Build strong, collaborative long-term working relationships with both internal and client personnel with swift responses.
  • Communicate data-driven recommendations and industry best practices with individuals in varying levels of an organization, including executive management.
  • Leverage internal and external software tools at an expert level.
  • Quickly adapt to industry trends and client requirements.
  • Perform other related duties as assigned.

Requirements:

  • Ability to communicate clearly, especially in translating technical processes into easily understood information to internal and external clients and stakeholders.
  • Must be self-motivated, flexible, and adaptable to client & organizational changes.
  • Ability to work independently with minimal supervision.
  • Strong organization, consultative and analytical skills.
  • Excellent time management skills and the ability to work well under pressure.
  • Team player with a creative and innovative mindset.
  • Proficient in Microsoft Office products (Excel, PowerPoint, Word).
  • Some travel may be required.
  • Fluent in English.

Education and Experience:

  • Bachelor’s degree or equivalent years of experience in lieu of degree.

Preferred Qualifications:

  • SaaS and/or corporate consulting experience.
  • Background in account and/or project management.
  • Knowledge of trademark laws and internet practices.
  • Minimum of 2 years of client facing experience.

Organizational Alignment:

  • This position does not have direct staff management responsibilities at this time.