Customer Relationship Manager

Customer Relationship Manager

Appdetex, is a global brand protection leader, seeking an accomplished and passionate individual to join our Corporate Registrar team.

The Customer Relationship Manager position is responsible for the overall customer experience (B2B), manages the customer’s domain portfolio, and is a domain industry expert. This role works closely with internal teams in a collaborative nature to brainstorm solutions to the dynamic opportunities faced by the customer. If you are internet savvy, self-motivated, enjoy learning, like working in a team and also independently, and you can think on your feet, this is the perfect opportunity for you.

Roles and Responsibilities:

  • Build and develop customer relationships by possessing excellent interpersonal skills, and capable of being an advocate for our customer with internal development teams.
  • Prepare written communication, reports and other materials to correspond and present to customers and internal team members.
  • Maintain excellent relationships with our customers, internal teams and our vendors.
  • Manage customer domain portfolios for Fortune 500 and Fortune 50 companies.
  • Provide product feedback and work with Product Management to define and track product requirements.
  • Work independently with customers and internal teams to understand requirements, and develop both high-level and detailed project plans which will be used to guide the projects to successful outcomes with minimal supervision.
  • Write and collaborate on Policy and Procedures.

Background and Required Skills:

  • 5+ years of extensive work experience in a customer relationship focused (B2B) role.
  • Bachelor’s Degree or equivalent experience.
  • Proactive team player with the ability to take initiative in learning and working with internal teams in a collaborative manner in solving problems.
  • Ability to work in a time-sensitive environment, be flexible, take ownership and provide end to end resolutions.
  • Possess self-awareness and an ability to be self-critical and self-correcting.
  • Possess the following skills: excellent verbal and written communication, time management, attention to detail, organization, prioritization, consultative, and analytical.
  • Ability to translate technical processes into easily understood information to internal and external customers and stakeholders.
  • Work with global customer base, which will require schedule flexibility to adhere to different time zones.
  • Intermediate to Expert knowledge of technology, SaaS system, and MS Office Products.
  • Bilingual or multilingual skills are a plus.

Join Our Team

We strive for a professional yet fun and casual atmosphere. We believe a company is either moving forward or moving backward – there’s no middle ground and, of course, we aim to continually move forward. We not only desire to exceed our customers’ expectations, but we also want to consistently impress them with the level of receptiveness, care, and dedication to help them solve problems. At the end of the day, we want our customer contacts to become the heroes in their own organizations.

Interested?

Please send a resume and cover letter to hire@appdetex.com.

HIRE ME!

Electronics Giant Zaps Counterfeiters

Electronics Giant Zaps Counterfeiters

Background:

The number of people shopping online has exploded in the past year. While sales through brick-and-mortar stores remain strong, online incentives including competitive pricing, free shipping, and exclusive offers create a digital environment in which brand holders flourish. Unfortunately, legitimate companies aren’t the only ones taking advantage of this new retail landscape, online markets are flooded with cheap knock-offs and counterfeits, creating both consumer and brand confusion.

The Business Challenge:

A global leader in the portable electronics industry was facing a glut of cheaply made knock-off products across multiple online marketplaces. While utilizing a traditional enforcement process to the listings, it was quickly becoming a no-win situation; as soon as one listing was taken down, ten more would pop up. It was spiraling into an out of control scenario and the company stood to lose millions to unscrupulous bad actors.

The Appdetex Solution:

  • AppDetex utilized their proprietary advanced search, and filtering and labeling technology, and were quickly able to identify potentially infringing sellers.
  • Test buys were initiated and questionable products were sent to the brand holder for verification of authenticity.
  • Upon proper identification of fraudulent products, the listings were traced back to larger entities, resulting in a takedown at the top of the chain rather than multiple smaller takedowns of individual listings.
  • The brand holder partnered with customs and border patrol agencies to help identify counterfeit products, resulting in the seizure of the knock-off and counterfeit items before they could reach domestic distribution channels.
  • AppDetex set up a security system, which scans the online marketplaces 24/7 to uncover other sellers that added or used the company’s mark or name on their products. The AppDetex online interface allowed the customer to enter and track as many sellers and brands as necessary to secure the brand’s integrity.

Gaming System Titan’s Legal Department Teams Up with AppDetex to Stop Counterfeits

Gaming System Titan’s Legal Department Teams Up with Appdetex to Stop Counterfeits

Background:

Online spending is exploding, with an increase of over 60% in the first half of 2017 alone. Unfortunately, not all products sold online are legitimate. Counterfeit and knock-off products not only cost a brand financially but can also impact reputation and undermine consumer confidence. For this reason, monitoring online marketplaces is a critical component of brand protection.

The Business Challenge:

A titan in the world of gaming systems and peripheral accessories discovered a vast quantity of counterfeit and knock-off products infringing on their IP in the marketplaces. Concerned not only with their bottom line but with their reputation as a maker of high-quality products, the company turned to their legal department for help.

That legal team partnered with Appdetex to maximize their ability to monitor, identify, and eliminate not only the fraudulent listings but also identify and neutralize the sources of the listings.

The Appdetex Solution

  • Mindful of customer time and resources, as well as avoiding ‘whack a mole’ type enforcements, Appdetex worked to show program efficacy.
  • The top 20% of bad actors are responsible for 80% of fraudulent listings within a given category. Focusing enforcement efforts on these sellers, Appdetex was able to quickly address the most egregious sellers and more thoroughly handle subsequent takedown and evolution. From this, Appdetex provided any discovered intelligence and seller profiles to the customer, allowing swifter offline action to take place.
  • Appdetex utilized their proprietary targeted search, filtering and labeling technology to quickly identify potentially infringing sellers.
  • Test buys were initiated, and questionable products sent to the brand holder for verification of authenticity.
  • As seller aliases were identified, the connected profiles were further targeted, resulting in a takedown at the top of the chain rather than multiple smaller takedowns of individual listings.
  • Appdetex turned this information over to the brand holder’s legal team who then worked with customs and border control officials to help identify counterfeit products, resulting in the seizure of the knock-off items.
  • Appdetex set up a security system to scan the online marketplaces 24/7 to uncover any new infringers utilizing the company’s marks or brand names in their listings. The Appdetex online interface allows customers to enter and track as many sellers and brands as necessary to secure the brand’s integrity.