Job description
A Service Operations IP Lead will set up customers for immediate success by facilitating the implementation process for new and existing Renewals business. As a Service Operational Lead, you will support and train new customers to ensure the smooth adoption of our Renewals product and service. Clarivate prioritizes delivering an outstanding customer experience and this is the first step in the process.
The ideal candidate is solution-orientated, experienced with web-based technologies, passionate about helping customers, and excels in communication via phone and email. Successful candidates will have the ability to quickly learn new technologies and communicate those concepts to customers with varying degrees of technical expertise. A collaborative approach is key as this role is expected to contribute ideas and initiate tactical improvements to the overall onboarding process.
About You – experience, education, skills, and accomplishments
- A minimum of five (5) years progressive experience in customer service and/or patent & trademark service delivery, or equivalent combination of education and/or experience.
- Recognized qualification in business, project management, or other related field
- Proficiency in MS Office Suite, including Excel, Outlook, and Word.
- Effectively interacts with internal and external stakeholders, expresses ideas, organizes and delivers information appropriately in a virtual, highly matrixed and global environment.
- Sets and maintains high performance standards, high level of productivity and self-direction. Pays close attention to detail, accuracy and completeness.
- Uses sound judgment to make good decisions based on information gathered and analyzed. Identifies cause and effect relationships.
It would be great if you also had…
- Proficiency with IP Management Software products, including Salesforce
- Ability to plan and organize tasks and work responsibilities to achieve objectives. Adheres to organizational policies and procedures.
- Expertise in generating ideas for improvement, taking advantage of opportunities, suggesting innovations.
- Adapts to changing work environments, work priorities and organizational needs. Displays emotional resilience and the ability to withstand pressure on an on-going basis.
What will you be doing in this role?
Business Operations
- Effectively manages multiple, simultaneous customer onboarding projects, delivering a high level of customer satisfaction and accelerating speed to revenue.
- Develops project plans specifying goals for implementation and process optimization projects, including success criteria, prioritization, staffing, time and budget management and ensures the execution of the same and disseminate the project plan to involved parties throughout the project life cycle and ensures timely completion through the team.
- Understands and documents project scope, integration requirements and stakeholder roles & hierarchy to ensure successful transitions to the Operations & Customer Service teams after onboarding.
- Educate customers on Clarivate’s patent and trademark renewal service, support tools and best practices to simplify adoption and align expectations.
- Record project progress, customer implementation needs, escalation requests, and questions in Salesforce to keep key stakeholders aligned.
- Collaborate with the sales, finance, operations, and professional support teams.
- Leverage feedback for continuous improvement to the customer onboarding process.
- Monitor and enhance support tools to improve the team’s ability to track and measure inquiries.
- Maintain working knowledge of an ever-evolving software solution as a product expert.
- Evolve customer onboarding experience to support corporate goals and objectives.
- Maintain working knowledge of the Clarivate renewal platforms as a product expert.
- Be adept at listening, understanding needs and being a critical thinker, finding creative solutions to address a customer’s needs.
Customer Engagement
- Communicate effectively with customers and internal technical and non-technical teams within Product, Software Support, Sales, Operations and Customer Service teams.
- Establish strong relationships with new customer stakeholders and deepen relationships with existing customer stakeholders to drive high customer satisfaction and retention.
- Liaise with all areas of the business where/when defined to meet customer expectations by ensuring adherence to the agreed or required service levels.
Hours of Work
- Full time, permanent
- Fully remote based anywhere within the US
#LI-Remote
Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled
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