IP Renewals Service Manager

Job Purpose

We are seeking an experienced and client-focused IP Renewal Service Manager to own and nurture a portfolio of key client relationships. In this pivotal role, you will serve as the central point of contact for all renewal-related activities, driving customer satisfaction and retention. The ideal candidate will be a strategic partner to our clients, anticipating their needs and ensuring the seamless, timely, and accurate management of their valuable intellectual property assets. This position requires deep industry knowledge, exceptional problem-solving abilities, and a proven track record of managing complex client accounts within the IP sector.

About Protect
 

We help Protect our customers’ ideas and innovations

Key Responsibilities

• Act as the primary relationship owner for a dedicated portfolio of customer accounts, serving as the main point of contact for all renewal-related inquiries from both clients and internal teams.
• Proactively manage and monitor multiple customer accounts, ensuring timely delivery of all communications and projects.
• Drive customer retention and satisfaction by understanding and anticipating client needs, providing expert guidance, and delivering exceptional service.
• Join customer care calls and contribute key insights and analysis for strategic business reviews.
• Gather and analyze data on customer behavior to generate internal reports that inform strategy and improve service delivery.
• Oversee the end-to-end renewal process for your client portfolio, from processing customer instructions to generating accurate invoices.
• Prepare precise cost estimates, budget forecasts, and other customized reports as requested by clients.
• Collaborate closely with Payments Hub to support financial operations related to your accounts, supporting handling of payment rejections and issuance of credit notes in a timely manner.
• Liaise directly with the Payments Hub and Finance department to ensure all billing-related queries are addressed and resolved efficiently.
• Collaborate with internal teams to improve processes and systems with a continuous improvement mindset.
• Collaborate closely with the Sales and Customer Onboarding teams to ensure a smooth and successful onboarding process for new client accounts.
• Partner with the Data Integrity Team to ensure all data onboarding activities adhere to project timelines and meet our high standards for accuracy.
• Participate in sales calls as a subject matter expert when needed to help secure new business.
• Train and mentor team members as required, providing assistance and guidance to ensure work is completed accurately and efficiently.
• Identify risk to client account and collaborate with internal teams to address any challenges.

Skills & Experience

• A minimum of 6 years of direct customer service and account management experience within the intellectual property industry is required.
• Strong verbal and written communication skills, with the ability to convey complex information clearly and professionally to clients and colleagues.
• Exceptional analytical and problem-solving skills, with a proven ability to handle complex and sensitive client issues effectively.
• Strong project management skills with proficiency in time management, planning, and organizing to handle multiple competing priorities.
• Ability to quickly master internal operating systems and proprietary platforms.
• A high degree of commercial awareness and an analytical mindset with keen attention to detail.
• A motivated self-starter capable of working independently and as a collaborative member of a high-performing team.

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