Manager, Customer Success

Who we are:

Crane Authentication is the world leader in brand authenticity and integrity, with a heritage spanning more than 40 years. We serve many of the world’s leading brand owners, licensors, and media rights owners (including around half of the Interbrand 100 Best Global Brands 2021) and are the only provider that addresses brand value and vulnerability across physical and digital domains. Crane is also a provider of high-security and compliance solutions to governments. At Crane, designers work with technologists, integrators, analysts, and domain experts to ensure solutions are brand-led, practical, and effective.

As a partner to businesses and governments, Crane Authentication offers expertise and cutting-edge innovations that protect and enhance products, secure identities, safeguard revenues, and enforce compliance. Customers from different business sectors and levels of government trust its team of 1,250 people for their expertise in R&D, security design, engineering, and data-driven insights. With a presence in 15 countries on three continents, the Crane Authentication team understands the regional nuances of the opportunities and challenges facing its customers.

The Online Brand Protection & Intelligence (OBPI) segment of Crane Authentication protects and enhances brand identities across multiple digital channels. The segment enables brands to protect themselves against the unlawful misuse of copyrights, trademarks, or proprietary digital material. Crane Authentication operates as a brand partner to our customers, detecting and gathering intelligence, acting on infringements, and enabling our customers with data they can use to make the best decisions to support their businesses.

Position Summary

The Manager, Customer Success-US will lead a team of Customer Success Managers to deliver measurable business outcomes and high-quality managed services for customers. This role drives operational excellence, owns renewal and retention performance and ensures consistent standards, processes across the US Customer Success function. The Manager partners cross-functionally to improve customer experience, enhance service delivery and support continuous improvement across the US region. This position works in close connection with internal and external stakeholders to develop new and deliver on existing best practices and operational standards.

In this role, the Manager, Customer Success will:

• Build high-performance culture focused on collaboration, accountability and continuous improvement.
• Manage escalations to provide the best support for clients.
• Analyzes complex, multi-dimensional problems, creating innovative results-oriented solutions for clients.
• Drive improvements through root-cause analysis, corrective actions, and standardization of best practices.
• Partnering to lead initiatives that improve service quality, efficiency and scalability.
• Provide structured feedback for Product and Operations based on customer insights and service requirements.
• Support projects focused on improving tools, workflows and customer facing programs.
• Builds strong, collaborative long-term working relationships with both internal and client personnel to achieve results.
• Contributes to the delivery of support requirements within the function for new and existing products, tools, processes and strategic initiatives.
• Acts as a resource within the Client Success Organization while demonstrating a positive influence on departmental values and initiatives.

Key Responsibilities

• Team Support & Development
• Customer Outcomes
• Operational Excellence
• Analytics/Reporting
• Cross-Functional Collaboration and Thought Leadership

Requirements

• Bachelor’s degree required or equivalent years of experience in lieu of degree.
• Experience in supporting and managing a team.
• 5 years of work related experience with emphasis on delivering services to clients.
• Strong organizational and communication skills
• Experience with people leadership, mentoring and/or service team management.
• Ability to collaborate effectively across teams and manage multiple priorities
• SaaS company experience preferred.
• International experience or cultural awareness is a plus.

Knowledge, Skills, and Abilities

• Excellent oral and written communication and group presentation skills with the ability to effectively communicate cross-departmentally.
• Desire and ability to work in a fast-paced and entrepreneurial environment that requires detail orientation and follow through.
• Self-motivated as well as possess the ability to motivate others within a team.
• Proficient in Microsoft Office Products (Excel, PowerPoint, Word).

Environment Job Requirements and Working Conditions:

• All prospective employees must pass a background screening check prior to commencing employment.

What we offer:

Crane offers competitive benefits, tailored to each region in which we operate. In addition to benefits, our employees enjoy perks such as company-sponsored wellness programs, volunteer opportunities, regular team building and engagement events and learning and development opportunities.

We value diversity at our company. Everyone who applies with the qualifications will receive consideration for employment without regard to: age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law.