Customer Success Manager - US

The Customer Success Manager (CSM) role focuses on delivery of OpSec Online Protection Solutions, acting as the main point of contact for a portfolio of accounts, and providing world-class customer service and consultative support. This role provides escalation support, engages in daily interaction with clients, and plays a pivotal role in the development and maintenance of a productive and successful client relationship.

Essential Functions Performed by the Position

• Manages full lifecycle of service engagement for assigned client portfolio, managing expectations and service requirements.
• Builds strong, collaborative long-term working relationships with both internal and client personnel.
• Facilitates client expectations, communicates service requirements and related operational support requests between clients and OpSec.
• Responds to client inquiries via multiple channels (phone, email, direct messaging applications, etc.).
• Interprets the needs of clients, identifies potential solutions, assesses impact, and builds consensus to help drive action and deliver results.
• Develops and communicates recommendations for clients and internal teams based on a combination of identification and analysis of client service data and related industry-wide trends.
• Collaborates with internal stakeholders to drive and deliver the creation of custom reports and metrics from raw data.
• Provides product feedback and collaborates with stakeholders to define and track active and prospective client-specific product requirements.
• Act as a resource within the Client Success Organization while demonstrating a positive influence on departmental values and initiatives. 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.

Brand/Anti-Fraud

• Focuses on delivery of OpSec Online Brand Protection and Anti-Fraud solutions, acting as the main point of contact for a portfolio of accounts, and providing world-class customer service and consultative support.

Test Purchasing

• Captures and maintains customer master data and customer login account creation.
• Records TP requirements, e.g., Documentation (number and type of document, for example with photos).
• Communicates directly (email, phone) with customers regarding transactions and questions.
• Installs and coordinates test purchases on behalf of the customer.
• Continuous coaching, communication, and distribution of incoming information for the test purchase.
• Provides first level support in the form of troubleshooting and problem management.
• Briefs partner agencies and agents.
• Prepares and processes tender documents from test buyers and agencies. Performs quality checks of documentations (sharp photos, clear scans of documents etc.).
• Learns to train and introduce test buyers and agencies to OpSec internal software solution.
• Reviews and prepares monthly invoices for test purchase service fees, cost of goods, postage and other credit notes.
• Processes payment transactions and checks incoming invoices (expenses and services of partners)
• Ensures financial transfers to partners and mystery shoppers.
• Further development of the software by suggestions and improvement for the implementation of the TP processes together with the development department.

Disclaimer

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change, or new ones may be assigned at any time with or without notice.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.