Customer Service - Patent Annuities Manager

Customer Service - Patent Annuities Manager

3-6 years
Not Specified

Job Description

Customer Service - Patent Annuities Manager
If you are looking to start a career at an amazing company where you will continually learn and grow, now is the time to join our team!
About Clarivate:
Clarivate is a global leader in providing trusted insights and analytics to accelerate the pace of innovation. We have built some of the most trusted brands across the innovation lifecycle, including the Web of Science, Cortellis, DRG, Derwent, CompuMark, and MarkMonitorToday, Clarivate is on a bold entrepreneurial mission to help our clients reduce the time from new ideas to life-changing innovations. For more information, please visit .
We employ more than 6000 colleagues in 43 countries. Clarivate is a public company. We are listed on the New York Stock Exchange under the tickers NYSE: CCC CCC.WS.
Clarivate is looking to stand up a world-class Customer Service organization with team members who have the perfect blend of strategic and creative thinking to support our global customers.
This role supports Clarivate's customers in North America and Europe, hence shifts are either EMEA Shift: 3:00 PM to 12:00 PM MYT and 4:00 PM to 1:00 AM MYT during Daylight Savings
North America Shift: 10:00 PM to 7:00 AM MYT and 9:00 PM to 6:00 AM MYT during US Daylight Savings
Purpose of Position:
The Customer Service Patent Annuities Manager is part of the overall Global Customer Service organization and is responsible for the delivery of quality and cost-effective renewal services with a focus on customer retention, value-add, and execution.
This role is accountable for leading a team of service experts who are tasked with supporting, retaining and growing customer relationships, working with global teams to ensure completion of patent annuity renewals, and continually improving processes and procedures related to patent annuity services.
The individual in this role brings an expertise in strong customer service, execution of renewals, and is adept at inspiring others to follow a customer-driven vision and approach. They also bring previous success with creating a high performing, engaging, and empowering organizational environment.
The position requires exceptional customer service skills and a strong desire to be on a continual journey of learning a variety of products, content types and customer personas. Mastery of spoken and written English, having a positive and friendly demeanor, great problem-solving skills, and both confidence and poise in all customer interactions, particularly via phone, are a must. Additional language skills are a plus.

  • Primarily accountable for the support, retention and growth of the existing book of business

  • Works with Sales, Legal, and Business Take-On to support new and/or add-on business opportunities

  • Influence customers to respond to and participate in semi-annual NPS and transactional surveys and continually improve the on-going support to meet customers existing and future needs

  • Establish definitions and supporting metrics for customer service delivery and renewal operations goals and measure performance with a feedback loop back to the team

  • Manage a balanced and diversified customer assignment model to establish optimum workforce utilization that will enable delivery of quality cost-effective services and scalability for growth

  • Imbed renewal best practices and establish proper documentation and training to ensure consistent quality execution of processes

  • Anticipate staffing needs and work with Finance and Recruiting teams to plan, recruit, hire and on board the best talent

  • Lead, manage, and develop team members and conduct talent reviews and succession planning

  • Manage risk to ensure the business is not exposed and ensure that the company's code of ethics is adhered to by all staff

  • Manage monthly and quarterly planning cycles all routine and ad hoc reporting to stakeholders on success of delivery (e.g. customer satisfaction, retention, etc.)

  • Collaborate with other departments to drive operational success through constantly challenging and defining best practices

Skills and Experience:

  • Undergraduate degree from an accredited college/university required, science degree preferred or a minimum of 3 years equivalent and progressive work experience

  • Bachelor's degree in Business, Legal, or other related field and a minimum of 10 years progressive experience in IP Service Delivery, or equivalent combination of education and experience, preferably with MDC &/or IPAN product lines

  • Minimum of five (5) years of experience as a practitioner for Renewals Services and Support roles

  • Minimum of four (4) years of leadership experience managing high-performing teams

  • Advanced proficiency in Microsoft Office Suite including Excel and Power Point

  • Knowledge of one or more CRM systems (SalesForce, Netsuite, Oracle)

  • Excellent problem-solving skills required

  • Quick learner, self-driven with a hunger for driving positive change and with a clear focus on high quality and business profitability

  • Ability to effectively navigate a virtual highly matrixed and global environment

  • Proven ability to effectively lead, mentor, coach, develop and inspire employees and teams

  • Holistic (systems) thinker

  • Excellent planning and organizational skills, effective delegation and prioritization skills

  • Strong leadership skills in customer centric culture with personal ownership and accountability for all actions

  • Strong relationship skills interacting at all levels of the organization and executing on delivery of commitments flexible, adaptive, and works well within a changing environment

  • Excellent written and verbal communication skills in English language

  • Experience in maximising staff performance to lead and effectively manage teams to include leadership, organizational and supervisory skills

  • Competent project management experience delivering to defined deadlines across a broad range of products and services

  • Desire to remain in and grow an exciting career within a dynamic, innovative company

It is the policy of Clarivate to provide equal employment opportunity (EEO) to all persons regardless of age, color, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, pregnancy, sex, sexual orientation, gender identity and/or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state or local law. In addition, Clarivate will provide reasonable accommodations for qualified individuals with disabilities.

Job Details

About Clarivate

Clarivate(tm) is a global leader in providing solutions to accelerate the lifecycle of innovation. Our bold mission is to help customers solve some of the world's most complex problems by providing actionable information and insights that reduce the time from new ideas to life-changing inventions in the areas of science and intellectual property. We help customers discover, protect and commercialize their inventions using our trusted subscription and technology-based solutions coupled with deep domain expertise. We now have more than 8,500 colleagues in over 40 countries worldwide, and we work with over 200 partners to deliver value and success for our customers. Today, Clarivate is a publicly traded company, listed on the New York Stock Exchange under the ticker NYSE:CLVT. Clarivate is committed to building, nurturing, and developing a diverse culture of belonging where new colleagues can bring their authentic self to work every day! Join us!

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