Customer Success Analyst

Company Description

IPSecure is a leading provider of Buy Box Brand Protection for Amazon Agencies and Brands. With over 20 years of experience in building brand protection solutions, the IPSecure team has reinvented IP protection and channel management and it's driving massive revenue growth for our customers. We are seeking a passionate Customer Success Analyst to help service our growing list of customers.

Role Description

This is a full-time in-office role for a Customer Success Analyst based in the Boise area.

IPSecure is a unique business, and this is more than a 'customer support' role. You will assist in investigations and be the 'tip of the spear' as our users and customers unlock value from our technology.

You will touch all aspects of the customer journey, with the overall goal of increasing user adoption, and product / process development. You will be working directly with the management team to build processes as we expand our capabilities and grow our business.

The Customer Success Analyst will be responsible for ensuring customer satisfaction, providing customer support, communicating effectively with clients, and delivering exceptional customer service on a day-to-day basis.

Job responsibilities:

• Build processes and support users as needed. This is a very fast-paced environment.
• Be innovative, transparent, and always on the lookout for ways to improve the organization.
• Collaborate with team members to solve requests and prioritize ad-hoc projects.
• Front-line feedback loop for product enhancements and content creation.
• Authenticate, manage, & store case evidence
• Focus on individualized tasks for extended periods of time
• Assist in content creation, training materials, and other customer needs

·      Perform other related duties as assigned.

Skills & Minimum Qualifications:

• 1 years of brand protection, SaaS implementation, customer success, managed client services, and/or other related areas
• Excellent verbal and written communication skills
• Ability to problem solve and think critically
• Understanding of the Amazon and Walmart Marketplace ecosystem.
• Familiarity with SaaS applications and the startup environment is strongly preferred.
• Experience within the Intellectual Property (IP), Trademark, or Online Brand Protection (OBP) industries is a big plus.
• Strong analytical skills with in-depth experience in data analytics and reporting.
• Positive attitude, mission-driven, and action-oriented, with strong interpersonal skills
• Clear and effective verbal and written communication skills, with real attention to detail.
• Ability to act with integrity, professionalism, and a customer first attitude

About IPSecure:

IPSecure is on a mission to enable brand owners and IP professionals to build and deploy powerful online brand protection solutions to reduce counterfeit sales, keep licensees in check, and maximize authorized sales on platforms like Amazon.

With operations based in the Boise area and led by industry veterans with two decades of experience scaling IP protection businesses; IPSecure is experiencing rapid growth and leading disruption of the global online brand protection space.

IPSecure is an Equal Opportunity/Affirmative Action Employer

As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under country or local law.

Application Assistance:

IPSecure makes reasonable accommodations for disabled applicants, including disabled veterans. If you reside in the United States and require an accommodation in the recruiting process, you may contact our Human Resources Department at 855-997-6907 or info@ipsecure.com. Please note this number is not intended for general recruitment questions and we will promptly respond to inquiries regarding accommodation.