Job Description

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

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About the Team

At CSC®, we're always looking ahead, finding ways to innovate, challenge the status quo, and anticipate the needs of our clients. We exceed expectations by adapting client ambitions and goals as our own. This Fierce Client Spirit has helped us adapt and create solutions that have enabled businesses to run smoother and smarter for more than 125 years. It's also the reason we're the trusted partner of many of the world's most successful organizations.

CSC is committed to attracting, developing, and retaining talented people whose values align with ours. We empower our colleagues to bring the right solutions to market to meet client demand. That's why we are the leading provider of business administration and compliance solutions.

• CSC is a great place to work with smart and dedicated people.
• We have won several employer recognition awards, including Top Workplace USA, Great Places to Work India, and Built In's Best Places to Work.
• We offer fulfilling work and career opportunities. Most positions are filled with internal moves and employee referrals.
• Employees are eligible for Success Sharing, bonuses, or commission plans based on role and individual performance.
• CSC offers a competitive and comprehensive benefits package that includes annual leave, tuition reimbursement, referral bonuses, and more.
• As business needs allow, CSC offers hybrid or remote work schedules in alignment with local regulations. Specific details for this position will be discussed during the interview process.