Customer Outcome Manager

Company Description

What's Red Points all about?

Red Points is the most widely used solution to recover digital revenue. Over 1.000 companies rely on our platform to fight counterfeits, piracy, impersonation, and distribution abuse. They leverage Red Points to take back the revenue that’s rightfully theirs. With 270+ professionals and offices in New York, Barcelona, Beijing, and Salt Lake City, Red Points has disrupted an industry traditionally led by service providers with a scalable, cost-effective solution. 

Our B Corp certification reinforces our commitment to making a positive impact on the world.

Be part of the change: join us on our mission to make the Internet a safer place!

Job Description

The role - what’s you day to day going to look like?

The Customer Outcome Manager is part of the Customer Experience Team with the main responsibility of analyzing and controlling the health of assigned clients from an operational perspective throughout its life with Red Points. This includes active participation in client strategy and working hand in hand with the Customer Success team. 

• Creation of client’s strategy to be carried out by both CS and Client Readiness teams
• Responsible of reviewing effectiveness of client’s strategy and of its maintenance during the entire life of the client
• When needed, reviewing the health and strategy of customers with poor health scores to identify problems and provide solutions.
• Attend client calls to identify needs and present the proposed strategy.
• Translate goals and expectations into operational tasks. 
• Communicate required actions to Customer Operations to provide improvements to the operational team.  
• Reducing manual discards by improving accuracy of detections. 
• Work with key stakeholders such as CS, legal, Sales and Product.
• Work and improve results of team KPIs defined by the Director.
• Document all actions and strategies carried out. 
   

Qualifications

Requirements to succeed

• Previous experience in operational or customer facing roles in a SaaS company (client manager, customer success, operations, etc)
• Experience in the Implementation of automation strategies
• Expert in Enforcement processes
• Marketplaces and platform policies knowledge
• Advanced Looker knowledge
• Able to understand complex concepts and explain clearly to stakeholders
• Very proactive, self starter
• Analytical: you are able to see the big picture, identify and connect the missing dots
• Strong communication skills with both internal and external stakeholders (clients)
• Strong stakeholder management skills. 
• High level of English to be able to communicate with customers

Nice to have , it’s a bonus!

• Experience in Brand Protection companies /functions is highly valued.
• Intelectual property knowledge: trademarks, copyright...

Additional Information

What we offer

• A friendly, diverse, and international team.
• You’ll have top-notch Private Health Insurance, fully covered by the company.
• 23 working days of holidays per year, plus the local public holidays.
• Indefinite Contract.
• Fridays we have reduced working hours. And every weekday during August.
• Tax relief/ ¨Retribución Flexible¨ will also be available for you.
• We offer a discount with the amazing DIR gyms!
• We have a Referral policy with a very sweet Bonus scheme.
• We have a hybrid model, with a flexible start time. 
• At the office, we offer fresh fruit, and a huge variety of different kinds of milk, coffee, thé, and cereals.
• We also host monthly after works and internal events with guest speakers that allow us to share good times together and learn something new!

A part of being B-corp certified, 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.