IP Renewals Service Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as the primary relationship manager for a designated portfolio of customer accounts, acting as the main contact for all inquiries related to renewals from clients and internal teams.

• Proactively oversee and monitor various customer accounts, ensuring that all communications and projects are delivered in a timely manner.

• Enhance customer retention and satisfaction by understanding and anticipating client needs, offering expert guidance, and providing outstanding service.

• Participate in customer care calls, offering valuable insights and analysis for strategic business reviews.

• Collect and analyze data regarding customer behavior to produce internal reports that inform strategy and enhance service delivery.

• Manage the complete renewal process for your client portfolio, from processing customer instructions to generating precise invoices.

• Create accurate cost estimates, budget forecasts, and other tailored reports as per client requests.

• Work closely with the Payments Hub to assist with financial operations related to your accounts, ensuring timely management of payment rejections and the issuance of credit notes.

• Communicate directly with the Payments Hub and Finance department to ensure all billing-related inquiries are handled efficiently.

• Collaborate with internal teams to refine processes and systems, fostering a culture of continuous improvement.

• Partner closely with the Sales and Customer Onboarding teams to guarantee a seamless onboarding experience for new client accounts.

• Team up with the Data Integrity Team to ensure all data onboarding activities comply with project timelines and uphold our high standards for accuracy.

• Engage in sales calls as a subject matter expert when necessary to assist in acquiring new business.

• Provide training and mentorship to team members as needed, offering assistance and guidance to ensure tasks are completed accurately and efficiently.

• Identify potential risks to client accounts and work with internal teams to tackle any challenges that arise.

⛳️ Requirements

• At least 6 years of direct experience in customer service and account management within the intellectual property sector is essential.

• Excellent verbal and written communication skills, with the ability to articulate complex information clearly and professionally to both clients and colleagues.

• Outstanding analytical and problem-solving abilities, demonstrating a proven capacity to effectively manage complex and sensitive client issues.

• Strong project management skills with expertise in time management, planning, and organizing to juggle multiple competing priorities.

• Ability to quickly learn internal operating systems and proprietary platforms.

• A high level of commercial awareness and an analytical mindset with meticulous attention to detail.

• A driven self-starter capable of working independently as well as being a collaborative member of a high-performing team.

🏝️ Benefits

• Flexible working arrangements

• Professional development opportunities