Customer Service Manager, EP Filing

About the Role

We are looking for a highly detail-oriented and client-focused Customer Service Manager to manage the end-to-end customer service process for our European Patent Validation (EPV) services. In this role, you will be the primary point of contact for clients, managing the client experience for the post-grant phase of European patents, specifically the validation, filing, and translation processes in various European jurisdictions.

About Protect
 

About RWS IP Solutions RWS IP Solutions is the world’s leading provider of intellectual property support services. With over 60 years of experience, our leadership in high quality patent translations, foreign patent filing, IP research and patent renewal services is unrivalled. Combining expert patent translators and advanced technology ensure translations of the highest consistency and quality. We help streamline clients’ internal processes, providing flexible, cost-effective foreign filing services reducing the administrative burden associated with protecting IP on a global scale. We offer patent renewals and recordals services, as well as the widest range of IP research services on the market. RWS IP Solutions supports its clients throughout the entire IP lifecycle, from concept to commercialisation. RWS clients include many of the world's best-known brands, and 18 out of 20 of the world’s largest patent filers.

Key Responsibilities

• Serve as the main point of contact for clients regarding their European Patent Validation needs, building strong, trusted relationships.
• Correspondence with clients by email and phone, logging and handling enquiries, with escalation to in-house teams where relevant • Manage client expectations and conduct regular check-in calls and meetings to understand client needs, provide updates, and gather feedback.
• Act as the primary escalation point for clients on all matters related to EPV, including eligibility, country-specific requirements, workflows etc.
• Translate complex operational milestones (handled by the ops team) into clear, client-friendly communications.
• Manage and respond to all client inquiries, ensuring a swift and effective resolution by coordinating with the internal operations team.
• Escalate client concerns or requests to the operations team or product team and manage the communication flow back to the client.
• Take full ownership of the client's experience with our services.
• Proactively identify potential issues or risks that may impact the client retention and escalate to team manager.
• Recording client complaints and resolving all feedback issues in collaboration with IP Services Managers and Group Quality Team
• Conducting root cause analysis in line with defined quality requirements

Skills & Experience

•  3+ years of experience in a client-facing role, such as Client Success, Account Management, Customer Service, or a similar function.
• Familiarity with Intellectual Property or the European Patent Validation process is essential.
• Impeccable communication and interpersonal skills
• Excellent organizational skills with the ability to use their own initiative
• Excellent prioritization skills
• Ability to work independently and as part of a larger team
• Resilience and ability to work under pressure
• Solution-oriented and fast learner