Customer Success Manager

OpSec is the world leader in brand authenticity and integrity, with a heritage spanning more than 40 years. We serve many of the world’s leading brand owners, licensors, and media rights owners (including around half of the Interbrand 100 Best Global Brands 2021) and are the only provider that addresses brand value and vulnerability across physical and digital domains. OpSec is also a provider of high-security and compliance solutions to governments. At OpSec, designers work with technologists, integrators, analysts, and domain experts to ensure solutions are brand-led, practical, and effective.

The OpSec portfolio of solutions helps brands monetize and protect their intellectual property. It includes on-product components (such as optical security and brand enhancement), digital platforms (including licensing management and product traceability), and online services (spanning online counterfeit detection, brand reputation protection, and digital content security). As opportunities and threats evolve, we expand our solutions to help brand owners navigate new challenges. Most recently this has included the takedown of NFTs that infringe upon the intellectual property of brand owners.

Position Summary:

The Brand Customer Success Manager (CSM) role focuses on the 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 the 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.
• 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.
• Work closely with internal teams on monthly deliverables.
• Quickly adapt to industry trends and client requirements.
• Perform other related duties as assigned.

Skills and Abilities:

• 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.

Education and Experience:

• Bachelor’s degree or equivalent years of experience in lieu of degree.
• Minimum of 2 years of client-facing experience.

Preferred Qualifications:

• SaaS and/or corporate consulting experience.
• Background in the account and/or project management.
• Knowledge of trademark laws and internet practices.

Organizational Alignment:

• Reports to the Supervisor, CSM’s.
• This position does not have direct staff management responsibilities at this time.

Environment Job Requirements and Working Conditions:

• All prospective employees must pass a background screening check prior to commencing employment.
• It is the policy of OpSec Security to provide equal employment opportunity to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.

OpSec Security