Brand Protection Success Manager

Brand Protection Success Manager Wilmington, DE or Gaithersburg, MD Hybrid Work Model (3 days onsite/2 days remote- Wilmington, Delaware Office) Monday-Friday, 8:00am-5:00pm As a Brand Protection Success Manager, you’ll work with some of the largest and most prominent brands, ensuring we deliver a dynamic, results-driven program that goes beyond their goals. In doing so, you’ll leverage cutting-edge tools and a global support network to provide daily value, establish a smooth customer journey, and supply both near-term solutions and long-range strategies. By maintaining efficiency and effectiveness, you’ll secure our customers’ success and build lasting relationships. Organization & People: Primary point of contact for large Brand Protection, Anti-Fraud, and Enforcement customers Responsible for day-to-day tactical coordination and support Responsible for tactical and strategic review meetings, coordinating internally to provide strategic advice and service direction Work closely with customers to build strong relationships with decision makers Work closely with customers to ensure the service continues to meet contractual requirements and is delivered on time Work closely with the customers and internal teams to identify and allow the business to execute on upselling and cross sell opportunities Planning & Reporting: Assist the Strategic Account Manager with service renewal Assist leaders with the efficient and effective deployment of resources Accountable for coordinating in-service projects with customers and internal teams Risk, Issue, Actions and Decision Management: Responsible for service issue escalation, tracking and ownership Responsible for monitoring inter-departmental, service-related actions and following up as required Change Control: Monitor and review tools and process utilized and recommend changes as appropriate Stay informed on industry developments and emerging trends, ensuring up-to-date knowledge to provide valuable insights and recommendations What technical skills, experience and qualifications do you need? Excellent knowledge of Brand Protection, Anti-Fraud, Enforcement services, techniques, and IP legislation Experience in a customer-facing role, preferably as a Senior Analyst, IP Advisor or Strategic Account Manager Proven ability to analyze complex data sets, extract meaningful insights, and effectively interpret results to support decision-making. Experienced and strong influencer who can manage expectations and leverage collaboration from Senior Management Teams on the customer side whilst coordinating internal teams across different departments (Operational, Commercial, Technical and Legal) Highly effective written and verbal communication skills; must be able to speak English clearly; must be able to concisely explain business problems or solutions both in writing and verbally Ability to retain objectivity and the understanding of a problem or situation #LI-CS1 #LI-Hybrid #INDP