Customer Service Manager, Patent Renewal

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 patent renewal services. In this role, you will be the primary point of contact for clients, managing customers’ patent renewal portfolio with satisfactory customer experience.

About Protect
 

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

1. Primary Client Relationship Management:

• Serve as the main point of contact for a designated portfolio of clients, building and maintaining strong, trustworthy long-term partnerships.
• Manage and respond to all client inquiries, ensuring a swift and effective resolution by coordinating with the internal operations team.
• Conduct regular check-in calls and meetings to understand client needs, provide renewal portfolio reports and updates, and gather feedback.
• Manage the cooperation process for clients, clearly communicating service workflows, communication protocols, and following key deadlines.

2. Patent Renewal Portfolio Management:

• Provide clients with clear, timely communication regarding renewal reminders, invoices, and status updates etc.
• Manage internal workflows related to client service requests, ensuring timeliness and accuracy of service delivery
• Support client with budget forecast and cost estimates if required
• 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.

3. Customer Satisfaction and Workflow Improvement

• Take 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
• Identify opportunities for additional services through in-depth client communication, contributing to account growth.
• Ensure long-term client loyalty and partnership through the delivery of an exceptional service experience.

Skills & Experience

• 3+ years of experience in a client-facing role, such as Client Success, Account Management, Customer Service, or a similar function.
• IP firm experience related to patent filing or patent renewals 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
• Capable of rapidly grasping the patent renewal business processes, service offerings, and internal systems to provide professional client support.