Intellectual Property - Service Account Manager Renewals

This an exciting time to join the IP Solutions Team. This is a new role that will focus on Customer retention and satisfaction as the Service Account Manager will be responsible for the overall customer account management for our IP customers.

About IP Solutions
 

RWS IP Solutions is the world’s leading provider of intellectual property support services. With over 60 years of experience, our leadership in high quality patent translations, foreign patent filing, IP research and patent renewal services is unrivalled. Combining expert patent translators and advanced technology ensure translations of the highest consistency and quality.

We help streamline clients’ internal processes, providing flexible, cost-effective foreign filing services reducing the administrative burden associated with protecting IP on a global scale. We offer patent renewals and recordals services, as well as the widest range of IP research services on the market. RWS IP Solutions supports its clients throughout the entire IP lifecycle, from concept to commercialisation. RWS clients include many of the world's best known brands, and 18 out of 20 of the world’s largest patent filers.

For further information, please visit: RWS IP Solutions

Key Responsibilities

• Main point of contact for all renewal related queries from customer and internal teams.
• Collaborate with Sales, Customer Onboarding Team as well as customer to ensure proper onboarding of new customer accounts.
• Close collaboration with Data Integrity Team to ensure data onboarding adheres to project timeline.
• Participate in sales calls if needed.
• Daily handling of customer communications.
• Prepare cost estimates.
• Prepare budget reports & other reports upon customer’s request.
• Process and oversee customer instructions & generate invoices.
• Handle payment rejections & issue credit notes.
• Responsible for proactively scheduling customer care calls and contribute key information to respective RWS teams for business reviews if required.
• Liaise with Finance department to ensure any billing related queries are addressed and resolved in a timely manner.
• Gather data for analysis of customer behaviour for internal reporting.
• Ensure the highest level of care when working with customer data.
• Liaise with customers and colleagues in a professional manner.
• If required, train team members and provide assistance as needed to ensure work is completed timely and accurately.
• Responsible for any other duties and occasional project assigned.
• Ensure compliance with policies and procedures and take immediate action by reporting to your supervisor where risk is identified.

Key Deliverables

• Understanding and anticipating customer’s need.
• Timely delivery of all communications and projects to customers and internal team members.
• Monitoring and management of multiple customer accounts.
• Understanding of task-tracking and urgency.
• Ability to master internal operating system and platforms.

Skills & Experience 

• A minimum of six (6) years of customer service and account management in the IP industry required.
• Solid understanding and strong knowledge of global IP renewal fee regulations.
• Exceptional problem-solving skills.
• Strong project management skills desired with proficiency in time management, planning and organising.
• Strong verbal and written communication as well as interpersonal skills.
• Attention to detail, analytical thinker and commercial awareness.

• Capable of working both with and without supervision, individually and as part of a team.

Location - Candidates must reside in State advertised to be considered

California, Colorado, Connecticut, Delaware, Florida, Illinois, Maryland, Massachusetts, Nevada, New Hampshire, New Jersey, New York, North Carolina, Pennsylvania, South Carolina, Texas, Virginia

Benefits

• Amazing benefits! (Seriously!)  
• Generous paid time off package, starting at 25 days per year (10 sick and 15 vacation), plus company holidays, birthday day off, paid volunteer time, and 100% paid parental leave. 
• 401(k) Retirement plan with company match. 
• Company-wide agile work policy with flexible work arrangements. 
• Opportunities for training, professional development, and personal growth. 

Base Pay

$90,000 - $100,000 / year 

Actual rate of pay may vary based on factors including, but not limited to: position offered, location, education, training, and/or experience. Total compensation may also include variable incentives, bonuses, benefits, and/or other perks, as outlined in any formal offer made. 

At RWS, we’re here for one purpose: unlocking global understanding. 

As a unique, world-leading provider of technology-enabled language, content, and intellectual property services, we remove the barriers to communication to make global connection possible. Our unrivalled experience and deep understanding of language have been developed over more than 60 years. As we look to shape the future, our ambition is to create a world where understanding is universal for everyone.

We work with over 80% of the world’s top 100 brands, more than three-quarters of Fortune’s 20 ‘Most Admired Companies’ and almost all the top pharmaceutical companies, investment banks, law firms and patent filers. Our client base spans Europe, Asia Pacific and North and South America. Our 65+ global locations across five continents service clients in the automotive, chemical, financial, legal, medical, pharmaceutical, technology and telecommunications sectors.   

Over the past 20 years we’ve been evolving our own AI solutions as well as helping clients to explore, build and use multilingual AI applications. With 45+ AI-related patents and more than 100 peer-reviewed papers, we have the experience and expertise to support clients on their AI journey.

If you like the idea of working with smart people who are passionate about breaking down language barriers and giving back to their communities, then you’ll love life at RWS. Our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong.

We want every employee to grow as an individual and excel in their career. In return, we expect all our people to live by the values that unite us: to partner with colleagues and clients, to adopt a pioneering spirit, to be positive in progressing the work we do, and always to deliver what we promise. 

RWS Values

            Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as One RWS.

For further information, please visit: RWS   

RWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics. 

Covid Vaccination - All RWS employees hired for positions that require working on-site at RWS offices, customer offices, travel on behalf of RWS, and/or in-person meetings will be required to comply with the RWS USA COVID-19 Vaccination and Testing Policy. RWS complies with federal, state, and local laws regarding accommodations related to this policy.

Recruitment Agencies: RWS Holdings PLC does not accept agency resumes.  Please do not forward any unsolicited resumes to any RWS employees.  Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.

RWS is an Affirmative Action Employer. For more information about EEO/AAP legislation please visit: https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf