Tracer, the leader in brand protection, enhances the customer experience of corporate brands by eliminating brand misuse and fraud across the modern, digital universe. Powered by our patent-pending Tracer® technology, we trace analyze and remove the illicit use of intellectual property within all digital channels, including mobile apps, social media, websites, paid search, marketplaces, and Web3. Tracer also proactively secures brands by providing domain registration solutions for traditional and blockchain domain name portfolios.

Founded in 2012, Tracer has deep roots in applying technical innovation and intellectual property law to secure brands and reduce fraud. Many of the world’s largest companies, including those in finance, technology, gaming and Web3, trust Tracer. Visit www.tracer.ai for more information.

The Delivery Leader is assigned to a Tracer Customer Success Manager (CSM) and their associated portfolio of customer accounts. This role partners with the CSM to ensure that the needs of each client are met, directives are in place, updated, and followed, and serves as a resource to Analysts working on the accounts.  

• Ensure enforcement volume and velocity across the portfolio
• Regularly review web scans to ensure the right volumes of detections, etc.
• Monitor results based on client parameters (quality, compliance, backlog)
• Understand the unique landscape of brand challenges for assigned customer accounts 
• Identify pain points and resulting solutions and opportunities
• Train and assist others in developing skills and efficiencies
• Configure Tracer system discovery based on client brand(s), priorities, and business problems
• Conduct takedown and enforcement work 
• Lead and conduct any project or special investigation work on behalf of the customer
• Ensure reports reflect customer needs/requirements; delivered in a timely fashion
• Attend and participate in client meetings; fill in for CSM on calls and meetings as needed
• Collaborate with internal and external client team members
• Collaborate on customer directives
• Customer escalations communication and delegation
• Manage internal meetings

Requirements

• Experience in customer-facing roles or industry knowledge/brand protection
• Great communication skills, able to articulate concepts and processes well
• Critical thinking / problem solving skills
• Team player & able to work independently
• A self-motivated driver (unafraid to roll up their sleeves and get to work)
• Detail oriented
• Very comfortable leveraging different technology applications and getting up to speed quickly
• Working knowledge across multiple Brand Protection products (Apps, Marketplaces, Domain Track, Social Media)
• Wide-range of experience working with various brand protection problems and solutions
• Extensive analytical and reporting skills

Desired Skills

• 4 year college degree
• Brand protection experience

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. This role is also eligible for a competitive benefits package that includes: medical, dental, vision, life, and disability insurance; 401(k) retirement plan; flexible spending & health savings account; 10 paid holidays; 20 days paid time off; parental leave; employee assistance program; and our “Flexible Friday” program gives you the ability to focus on work with no internal meetings every Friday, plus the ability to take 1 Friday off every month.  Other company benefits may vary based on location..

At Tracer, we strive to build a flexible environment and diverse community working towards our common company goals in a safe and collaborative environment where harassment of any kind is strictly prohibited. Tracer is committed to equal opportunity employment regardless of race, ethnicity, religion, gender identity, sexual orientation, age, disability, or veteran status, or any other basis protected by applicable law