Responsibilities

• Daily and weekly monitoring, auditing, and reporting of key indicators of brand’s overall program health (number of linked retailers and sufficient approved content for brands assigned to the Brand Advisor)
• Consult with the Lead Brand Advisor and Chief Customer Officer, providing intelligence as to potential growth opportunities across ThumbStopper’s existing customer base as applicable
• Create and configure brand accounts within the ThumbStopper system
• Facilitate the approval of content to a brand’s retailer network as needed (to include approving content in cases of brand unresponsiveness)
• File JIRA tickets to report issues, bugs, and feature enhancements to the technology department
• Maintain the Brand Playbooks of assigned brands
• Work with the Brand’s assigned contact for new client onboarding including marketing materials, Brand system training, and TM webinars, as needed
• Responsible for the creation and presentation of Quarterly Business Reviews
• File monthly co-op/billing reports for Brands where contractually obligated
• Understand and follow documented SOPs related to each Brand Manager partner for proper account configuration and SalesForce workflow channels

Requirements

• Professional verbal and written communications skills
• 4-year minimum in customer service
• Proven ability to build and maintain relationships with clients and internal stakeholders
• Demonstrated competence sharing info out to the entire Customer Success team and being a brand’s subject matter expert
• 6-months minimum in any ThumbStopper Customer Success role
• Organized with attention to detail
• Proficient with all platforms used by ThumbStopper, including but not limited to Microsoft Office Suite, Salesforce, and the ThumbStopper platform
• Demonstrated ability to work effectively in a mixed mode (onsite, remote or hybrid) environment, including consistent use of video conferencing, collaboration tools, and proactive communication practices while maintaining a professional on-camera presence