Company Description

What's Red Points all about?

Red Points protects your brand and content in the digital environment. We are able to do this through our proprietary technology which employs machine learning algorithms to scan the internet and identify all violations and infringements. We then employ our technical and legal expertise to ensure that all infringing data is removed or deindexed. Finally, we provide full visibility and actionable intelligence to our clients through our real-time reporting tool.

Our protection covers the entire digital spectrum and we are constantly improving our service to keep pace with the quickly evolving landscape of digital piracy. As a result, we are the preferred brand protection partner for some of the leading global brands and content owners in the sporting, entertainment, fashion, editorial, and software industries, and we've now been tagged as "one of Europe's hottest tech companies"​ by Wired.

Job Description

The role

As our Customer Success Manager Team Leader you'll be leading our CSM team and managing your own clients with the final goal to provide the best experience ever and, of course, keep our current super-low churn rate.
You will

• Manage a team of 4-5 CSMs and a limited number of clients.

• Oversee all accounts managed by reportees

• Act as a liaison between CS and other teams 

• Act as an escalation point

• Structure and review team’s work

• Resolve critical issues for team members

• Onboard new accounts, providing product training and best practice guidance

• Define and execute a customized Brand Protection strategy for each account

• Monitor client’s analytics on a regular basis to detect issues that impact deliverability on client’s health score

• Promptly follow up with clients that are found to be at risk of churn and correct issues

• Resolve customer service issues and skillfully manage complex customer service problems.

• Actively seek and leverage upsell opportunities by targeting the clients’ needs and identifying sales opportunities for each client as new solutions or products are developed.

• Proactively offer new strategies & brand protection best practices

Qualifications

About you

• Strong professional communications skills, both written and verbal in English

• Must demonstrate a high degree of confidence to lead business conversations at an executive level

• High level of driving towards execution

• Driven by a desire to be the best

• A team player with a positive attitude, strong interpersonal skills, and multi-tasking ability

• Demonstrated ability to manage communications and projects across multiple customers simultaneously

• Ability to multi-task and perform effectively under pressure

About your experience

• Bachelor’s degree in Law, business, finance, IT, or a relevant discipline required.

• Minimum 1 year of background in Intellectual Property Law (studying or working)

• A least 3 years of customer management experience, diagnosing and solving customer concerns, preferably with large enterprise accounts. 

• Team leading experience

• Demonstrated strong skills in Excel and PowerPoint

• Demonstrated experience partnering with executive level customers

• Comfortable interacting with all levels of customer and Salesforce management

• Prior experience in a similar role with a software solution

• An equivalent combination of education and experience will be considered

Additional Information

What we offer

• Leaders who care and value the role you play in the company’s success
• A learning culture with individualized development plans that focus on personal and professional growth
• A fun and fast-paced Startup/Scale-up environment with amazing people, team buildings, free Nespresso, tea, and fresh fruit
• Medical and Dental insurance contributions, 401k matching
• Commuter Benefits

We are an equal opportunity employer and value diversity at our company. We encourage all applicants, regardless of race, religion or belief (if any), color, nationality, ethnic or national origin, gender, gender identity, pregnancy and maternity, sexual orientation, age, marital and civil partnership status, or disability status.

If you think this is the right move for you and you match the description, just apply! We'll get in touch with you for an interview if you are one of the selected candidates.