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Customer Service Patent Annuities Manager

Legal
Full-Time
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Bayan Baru, Penang

About The Job

 
Department: Commercial Performance and Operations (CPO) 
Reports to:     Head of Global Business Center 
 
About Clarivate: 
 
Clarivate is a global leader in providing trusted insights and analytics to accelerate the pace of innovation. We have built some of the most trusted brands across the innovation lifecycle, including the Web of Science™, Cortellis™, DRG, Derwent™, CompuMark™, and MarkMonitor™Today, Clarivate is on a bold entrepreneurial mission to help our clients reduce the time from new ideas to life-changing innovations. For more information, please visit clarivate.com.

We employ more than 6000 colleagues in 43 countries.  Clarivate is a public company. We are listed on the New York Stock Exchange under the tickers NYSE: CCC; CCC.WS.  

Clarivate is looking to stand up a world-class Customer Service organization with team members who have the perfect blend of strategic and creative thinking to support our global customers. 
 
 
Purpose of Position: 
 
The Customer Service Patent Annuities Manager is part of the overall Global Customer Service organization and is responsible for the delivery of quality and cost-effective renewal services with a focus on customer retention, value-add, and execution.  
 
This role is accountable for leading a team of service experts who are tasked with supporting, retaining and growing customer relationships, working with global teams to ensure completion of patent annuity renewals, and continually improving processes and procedures related to patent annuity services. 
 
The individual in this role brings an expertise in strong customer service, execution of renewals, and is adept at inspiring others to follow a customer-driven vision and approach. They also bring previous success with creating a high performing, engaging, and empowering organizational environment. 
The position requires exceptional customer service skills and a strong desire to be on a continual journey of learning a variety of products, content types and customer “personas”. Mastery of spoken and written English, having a positive and friendly demeanor, great problem-solving skills, and both confidence and poise in all customer interactions, particularly via phone, are a must. Additional language skills are a plus. 
 
Responsibilities: 
  • 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 

Our Culture

WORLD-CLASS GBC

It’s never been a more exciting time to join Clarivate as we build our brand new, state-of-the-art Global Business Center in Penang.  We offer a 9-week initial training program that will set you up for success as well as ongoing training opportunities that will take your career to the next level.  As a new and growing Global Business Center, our Penang location will provide an opportunity to accelerate and develop your career in numerous directions.  With an attractive base salary, a performance-based bonus and an opportunity to participate in our Customer Delight share program, it’s an exciting time to be joining us.  

We’re a values-driven organization and are looking for individuals who share and want to uphold our values:  Aim for greatness, Value every voice and Own your actions.  

PROVIDE INSIGHTS AND ANALYTICS

Clarivate is a global leader in providing trusted insights and analytics to accelerate the pace of innovation. We have built some of the most trusted brands across the innovation lifecycle, including the Web of Science™, Cortellis™, DRG, Derwent™, CompuMark™, MarkMonitor™ and Techstreet™. Today, Clarivate is on a bold entrepreneurial mission to help our clients reduce the time from new ideas to life-changing innovations. For more information, please visit clarivate.com.

We employ more than 6000 colleagues in 43 countries.  Clarivate is a public company. We are listed on the New York Stock Exchange under the tickers NYSE: CCC; CCC.WS.  

Clarivate is looking to stand up a world-class Customer Service organization with team members who have the perfect blend of strategic and creative thinking to support our global customers.
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