[Hiring] Service Account Manager - IP Renewals @RWS Group

Role Description

We are seeking an experienced and client-focused IP Renewal Service Manager to own and nurture a portfolio of key client relationships. In this pivotal role, you will serve as the central point of contact for all renewal-related activities, driving customer satisfaction and retention. The ideal candidate will be a strategic partner to our clients, anticipating their needs and ensuring the seamless, timely, and accurate management of their valuable intellectual property assets. This position requires deep industry knowledge, exceptional problem-solving abilities and a proven track record of managing complex client accounts within the IP sector.

Key Responsibilities

• Act as the primary relationship owner for a dedicated portfolio of customer accounts, serving as the main point of contact for all renewal-related inquiries from both clients and internal teams.
• Proactively manage and monitor multiple customer accounts, ensuring timely delivery of all communications and projects.
• Drive customer retention and satisfaction by understanding and anticipating client needs, providing expert guidance, and delivering exceptional service.
• Join customer care calls and contribute key insights and analysis for strategic business reviews.
• Gather and analyze data on customer behavior to generate internal reports that inform strategy and improve service delivery.
• Oversee the end-to-end renewal process for your client portfolio, from processing customer instructions to generating accurate invoices.
• Prepare precise cost estimates, budget forecasts, and other customized reports as requested by clients.
• Collaborate closely with Payments Hub to support financial operations related to your accounts, supporting handling of payment rejections and issuance of credit notes in a timely manner.
• Liaise directly with the Payments Hub and Finance department to ensure all billing-related queries are addressed and resolved efficiently.
• Collaborate with internal teams to improve processes and systems with a continuous improvement mindset.
• Collaborate closely with the Sales and Customer Onboarding teams to ensure a smooth and successful onboarding process for new client accounts.
• Partner with the Data Integrity Team to ensure all data onboarding activities adhere to project timelines and meet our high standards for accuracy.
• Participate in sales calls as a subject matter expert when needed to help secure new business.
• Train and mentor team members as required, providing assistance and guidance to ensure work is completed accurately and efficiently.
• Identify risk to client account and collaborate with internal teams to address any challenges.

Qualifications

• A minimum of 6 years of direct customer service and account management experience within the intellectual property industry is required.
• Strong verbal and written communication skills, with the ability to convey complex information clearly and professionally to clients and colleagues.
• Exceptional analytical and problem-solving skills, with a proven ability to handle complex and sensitive client issues effectively.
• Strong project management skills with proficiency in time management, planning, and organizing to handle multiple competing priorities.
• Ability to quickly master internal operating systems and proprietary platforms.
• A high degree of commercial awareness and an analytical mindset with keen attention to detail.
• A motivated self-starter capable of working independently and as a collaborative member of a high-performing team.

Benefits

• Life at RWS: Work with smart people who are passionate about growing the value of ideas, data, and content.
• Inclusive and diverse work environment that celebrates differences.
• Opportunities for personal and professional growth.

Company Description

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.