Remote | Independent Contractor | LATAM
About the Role
Black Market Share is looking for an experienced Brand Protection Account Manager to own the day-to-day experience of our customers and help them navigate complex online IP enforcement challenges.
This is not a traditional account management role. We're looking for someone who combines exceptional customer service with hands-on DMCA/IP enforcement experience, strong analytical skills, and an owner mentality.
You will serve as the primary point of contact for a portfolio of customers, owning approximately 95% of their day-to-day requests from onboarding through ongoing service delivery. You should be comfortable independently evaluating new or unusual enforcement questions, using your experience and judgment to recommend a path forward, and coordinating internally to make sure things get done.
What You'll Own
Customer Experience & Account Management
- Serve as the primary point of contact for assigned customers and own ~95% of day-to-day customer requests.
- Build trusted customer relationships through responsive, thoughtful,
and proactive communication.
- Own customer onboarding and ensure new customers have an organized, high-quality experience from day one.
- Lead recurring customer check-ins, reporting, and business reviews.
- Track requests, commitments, risks, and follow-ups through completion.
- Anticipate customer needs and proactively identify opportunities to improve their experience and results.
- Escalate appropriately while taking ownership of driving issues to resolution.
Brand Protection & IP Enforcement
- Apply hands-on DMCA and online IP enforcement experience to customer requests and novel brand-protection problems.
- Evaluate potential infringement issues and recommend appropriate enforcement approaches.
- Work closely with our Brand Protection and Operations teams on complex cases and escalations.
- Help customers understand enforcement options, limitations, and outcomes.
- Identify recurring