Customer Success Manager

Nasscomm · India

Position: Client Success Manager

Scope: Remote

Fulltime Role

The Role

We are seeking a highly communicative and proactive Client Success Manager to support our elite user base, which includes talent agents, entertainment attorneys, brand managers, and high-profile rights holders. In this role, you will serve as the primary point of contact for our clients, ensuring they understand and maximize the value of our three integrated modules: Asset Licensing, Identity Enrollment, and the Actions Engine. You will be responsible for onboarding, training, troubleshooting, and acting as the voice of the customer to our internal teams.

Key Responsibilities:

• Product Demonstrations: Conduct clear and comprehensive demos showcasing how our biometric surveillance engine monitors platforms like YouTube, TikTok, Instagram, and the open web 24/7.

• Client Training: Train users on the platform's foundational features, including how to upload and register identity assets within the secure digital vault.

• System Utilization: Help clients fully utilize the system to issue, track, and enforce structured licenses for the use of a client's identity in advertising, content, and AI training.

• Issue Resolution & Reporting: Actively listen to client requests, troubleshoot difficulties, and report technical issues regarding our multimodal forensic monitoring pipeline to the engineering team.

• Workflow Support: Answer client questions regarding the Actions Engine, specifically how to utilize auto-generated takedown notices and export pre-built evidence packets for litigation.

• Strategic Guidance: Assist clients in configuring keywords, hashtags, and related entity tracking for each protected identity to ensure optimal brand and reputation monitoring.

Qualifications:

• Exceptional Communication: Strong verbal and written communication skills with a proven ability to present complex technical information clearly to non-technical users.

• Client-Facing Experience: Previous experience in Customer Success, Account Management, or Technical Support, preferably dealing with high-profile individuals or legal professionals.

• Technical Aptitude: Ability to quickly learn and understand AI concepts, such as visual and vocal DNA profiling, to effectively explain them to clients.

• Problem-Solving Skills: A proactive approach to understanding client requests, investigating issues, and finding actionable solutions.

• Empathy and Patience: A customer-first mindset with the ability to manage urgent requests and train users at varying levels of technical proficiency.