Customer Success Manager

At Corsearch, we are dedicated to creating a world where consumers can trust the choices they make.

As a global leader in Trademark and Brand Protection, we partner with businesses to safeguard their most valuable assets in an increasingly complex digital environment.

Our comprehensive solutions, powered by AI-driven data and deep analytics, enable brands to establish, monitor, and protect their presence against infringement and counterfeiting.

**Why Choose Corsearch?**
- ** Innovative Solutions**: We combine cutting-edge technology with expert judgment to deliver market-leading services in trademark clearance, brand protection, and anti-counterfeiting.
- **Global Impact**: Trusted by over 5,000 customers worldwide, including 73 of Fortune's Top 100 companies, our work has a meaningful impact on businesses and consumers alike.
- **Collaborative Culture**: With a team of over 1,900 professionals across multiple global offices, you'll be joining an inclusive environment where diverse perspectives thrive.
- **Mission-Driven Purpose**: Our commitment to protecting consumers and their trust in brands drives everything we do, making Corsearch a force for good in the world.

**The Role**

As Brand Protection Partner, you are responsible for customer strategy and for ensuring that this strategy is delivered (by your team and in close collaboration with Corsearch’s Global Delivery and Enforcement teams).

You will be the primary point of escalation for your customer, while working alongside (and reporting to) a Senior Brand Protection Partner and/or Director.

Together with various brand owners, you will be working towards a safe online environment in which the goal is to get rid of all IP infringements that take place around the world. By doing so, you will also make sure that creativity is rewarded, and consumers are protected from illegal and dangerous products.

Counterfeits are commonly sold by organized criminal networks that are often linked to terrorism and human trafficking, which means that you can have a positive global impact while working with colleagues who come from all over the world.

**Responsibilities and Duties**
- 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 (Zero, Talisman, 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.

**Essential**
- 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.
- Fluent in Spanish
- 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 thei