Customer Solutions Manager

Job Purpose

Job Purpose 

Manage the day-to-day relationship and delivery for an assigned set of brand-protection clients. Client Solutions Managers own their client relationships directly, alongside running the monitoring and reporting that keeps delivery sharp.About Obviously Protect

Obviously Protect is the brand-protection business within the RWS Group, helping global brands monitor and enforce against online infringements across marketplaces, social media, websites and domains. We are scaling our teams across the US, EMEA and APAC, and this role is part of that build-out.

Job Overview

Key Responsibilities

• Own the day-to-day relationship for an assigned set of clients as their direct point of contact, building trust and communicating proactively. This is owned individually by each Client Solutions Manager, not only by the Senior Client Solutions Manager.
• Run daily monitoring and alert triage across the assigned client portfolio, prioritising issues for review.
• Produce and quality-check weekly and monthly client reports, and present updates to clients.
• Support QBR preparation and handle day-to-day client requests and escalations.
• Coordinate enforcement and resolution with the Enforcement Specialist on behalf of the client.
• Watch client health and flag growth or renewal signals to the Senior Client Solutions Manager or Director.
• Maintain accurate client, brand and module records.
• Provide coverage aligned to clients and time zones.

Skills & Experience

• Early-career experience in client delivery, account management, operations or an analyst role.
• Confident managing client relationships and communicating directly with clients.
• Strong attention to detail and comfort working with data and reporting tools.
• Organised, dependable and responsive.
• An interest in brand protection, intellectual property or online enforcement.
• Right to work in the UK.

Life at RWS

Life at RWS - If you like the idea of working with smart people who are passionate about growing the value of ideas, data and content by making sure organizations are understood, then you’ll love life at RWS. 

Our purpose is to unlock global understanding. This means our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong. We want every employee to grow as an individual and excel in their career. 

In return, we expect all our people to live by the values that unite us: to partner, putting clients fist and winning together, to pioneer, innovating fearlessly and leading with vision and courage, to progress, aiming high and growing through actions and to deliver, owning the outcome and building trust with our colleagues and clients.

RWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics. 

RWS Values 

Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as RWS.

Recruitment Agencies: RWS Holdings PLC does not accept agency resumes.  Please do not forward any unsolicited resumes to any RWS employees.  Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.