Client Success Manager
Hong Kong/ Melbourne/Singapore
Hybrid Work Model (3 days onsite/2 days remote)
Standard Work Hours
As a Client 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
About Us
CSC is a global business, legal, and financial services company based in Wilmington, Delaware, USA, providing knowledge-based solutions to clients worldwide. We have offices and capabilities in over 140 jurisdictions in the Americas, Europe, Asia Pacific, and the Middle East, and more than 8,000 colleagues. We are the business behind business.®
Visit our careers site to learn more about CSC and our commitment to our clients, communities, and each other.
CSC is committed to creating a feeling of belonging through a diverse and growth-oriented environment where everyone is valued.
CSC colleagues have global career opportunities and excellent benefits, including annual success-sharing bonuses or commission plans based on individual performance. To learn more, visit cscglobal.com/service/careers.
We offer a range of support to colleagues with disabilities, ensuring people have the necessary resources to thrive in their roles. We encourage candidates to work closely with our talent acquisition partners to convey their specific needs. Our commitment to accessibility reflects our broader dedication to diversity and belonging,
CSC only accepts resumes from employment agencies that are part of our approved supplier program. Resumes submitted from other agencies either to talent acquisition, our hiring leaders, employees, or through any other mechanism other than our supplier process, will not be eligible to claim related fees and the submitted resumes will be considered property of CSC.
We encourage candidates to apply directly to our website and not through third-party sources.
Disclaimer: The information above describes the general nature and level of work performed by employees in this role. It is not intended to describe all duties, responsibilities, and qualifications.
- 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.
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