Service Account Manager (IP)

Clarivate; Ann Arbor (MI); Hybrid; USD 70,000 - 90,000; Full time

Job summary

Clarivate is seeking a Service Account Manager to enhance customer relationships within our Intellectual Property team. In this hybrid full-time role, you will oversee service excellence for our Patent Renewal Customers, ensuring their needs are met and driving overall satisfaction. This position requires significant experience in account management and a Bachelor's degree.

Qualifications

• 5+ years of experience in account management or customer service.
• 3+ years in the Intellectual Property industry.
• Bachelor's degree or equivalent relevant work experience.

Responsibilities

• Develop long-term customer relationships for retention and growth.
• Identify and resolve customer issues in a timely manner.
• Manage multiple projects and ensure service standards are met.

Skills

Account Management

Customer Service

Relationship Building

Education

Bachelor's Degree

Tools

Project Management Certification

Job description

We are hiring a Service Account Manager (SAM) to join our Intellectual Property team. In this role, you will be responsible for developing long-term customer relationships that drive customer retention, growth and satisfaction. The SAM is accountable for providing the highest standard of service excellence for Clarivate's Patent Renewal Customers. You will act as a principal liaison between the customer and all business departments within Clarivate, taking ownership of issues and working with colleagues across the organization to secure existing business and increase revenue.

Ab out you – experience, education, skills, and accomplishments

• 5+ years of experience in an account management, customer service, or similar role

• 3+ years of experience in the Intellectual Property industry

• Bachelor's degree or equivalent relevant work experience

It would be great if you also had…

• Project Management Certification

• Work experience in a law firm or IP

• Experience building relationships with clients

• Prior work experience focused on retention and growing accounts

What will you be doing in this role?

• Identify issues and provide resolutions in a timely manner to the satisfaction of the customer, such as completing audits; identifying trends; determining system improvements and implementing changes.

• Drive improvements and initiatives in partnership with relevant stakeholders to resolve delivery issues, failures or adverse customer’s feedback.

• Develop awareness and knowledge of the commercial and strategic value of the customer within business.

• Conduct internal reviews intermittently as well as annually to deliver on engagement and retain business growth.

• Assure delivery of services in line with or exceeding customer expectations or operational / service success criteria throughout the customer relationship lifecycle

• Co-ordinate and actively participate in customer visits, presentations, workshops, user groups, and forums, etc.

• Responsible for understanding and complying with the business operations risk management principles to mitigate unnecessary risk.

• Coordinate with Senior Project Manager to ensure “speed to revenue” and to meet customer expectations.

• Responsible for ensuring that the department procedures are fully documented, communicated and amended as necessary.

• Effectively manage multiple projects and tasks while ensuring that customer service standards and expectations are met.

• Escalate issues to management when necessary.

• Build internal relationships with other teams and educate other teams to promote a consistent and professional approach.

• Actively participate in quarterly meetings with Customer Engagement Partners to discuss account management to improve service deliverables.

About the Team

We are a small US-based team looking for our 11th member, to service our West Coast and East Coast customers. You will be part of a collaborative team dedicated to providing the highest standard of service excellence for Clarivate's Patent Renewal Customers. Each team member has a portfolio of customers they manage daily, consisting of strategic corporations and law firms. This position will report directly to the Manager of Customer Care.

Hours of Work

• Full Time, Permanent (Monday-Friday, core business hours)

• This is a hybrid position, working 2-3 days a week in one of our US Clarivate offices

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At Clarivate, we are committed to providing equal employment opportunities for all qualified persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.