Job Description

• 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 

Job Requirements

1. Undergraduate degree from an accredited college/university required, science degree preferred or a minimum of 3 years equivalent and progressive work experience 
2. 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 
3. Minimum of five (5) years of experience as a practitioner for Renewals Services and Support roles 
4. Minimum of four (4) years of leadership experience managing high-performing teams 
5. Advanced proficiency in Microsoft Office Suite including Excel and Power Point 
6. Knowledge of one or more CRM systems (SalesForce, Netsuite, Oracle) 
7. Excellent problem-solving skills required 
8. Quick learner, self-driven with a hunger for driving positive change and with a clear focus on high quality and business profitability 
9. Ability to effectively navigate a virtual highly matrixed and global environment 
10. Proven ability to effectively lead, mentor, coach, develop and inspire employees and teams 
11. Holistic (systems) thinker 
12. Excellent planning and organizational skills, effective delegation and prioritization skills 
13. Strong leadership skills in customer centric culture with personal ownership and accountability for all actions 
14. 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 
15. Excellent written and verbal communication skills in English language 
16. Experience in maximising staff performance to lead and effectively manage teams to include leadership, organizational and supervisory skills 
17. Competent project management experience delivering to defined deadlines across a broad range of products and services 
18. Desire to remain in and grow an exciting career within a dynamic, innovative company 

Company Benefits

Additional Info