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Hiring Legal/Trademark/IP Service delivery manager

Legal
Full-Time
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Bayan Baru, Penang

About The Job

Accountable for the successful delivery of the trademark renewals service to NGB. The role holder must be able to demonstrate the ability to continuously deliver the trademark renewals service against NGB  success criteria.  
You will manage a team of trademark renewal specialists 
 
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. 
 

Job Requirements

Skills and Experience:
  1. Bachelor’s degree in Business, Legal, or other related field and a minimum of 10 years progressive experience in trademark field / IP Service Delivery, or equivalent combination of education and experience, preferably with MDC &/or IPAN product lines
  2. Demonstrable track record in improving performance against customer success criteria. 
  3. Ability to lead teams 
  4. Display innovative thinking to improve service delivery 
  5. Adaptability to a dynamic and ambiguous environment 
  6. Able to operate on own initiative 
  7. Minimum of five (5) years of experience as a practitioner for Renewals Services and Support roles
  8. Minimum of four (4) years of leadership experience managing high-performing teams
  9. Advanced proficiency in Microsoft Office Suite including Excel and Power Point
  10. Knowledge of one or more CRM systems (SalesForce, Netsuite, Oracle)
  11. Excellent problem-solving skills required
  12. Quick learner, self-driven with a hunger for driving positive change and with a clear focus on high quality and business profitability
  13. Ability to effectively navigate a virtual highly matrixed and global environment
  14. Proven ability to effectively lead, mentor, coach, develop and inspire employees and teams
  15. Holistic (systems) thinker
  16. Excellent planning and organizational skills, effective delegation and prioritization skills
  17. Strong leadership skills in customer centric culture with personal ownership and accountability for all actions
  18. 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
  19. Excellent written and verbal communication skills in English language
  20. Experience in maximizing staff performance to lead and effectively manage teams to include leadership, organizational and supervisory skills
  21. Competent project management experience delivering to defined deadlines across a broad range of products and services
  22. 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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