Service Operations Senior IP Lead (Onboarding)

As a member of Business Take-On group, the Service Operations Senior IP Lead specializes in the onboarding of customers to our patent annuity and trademark renewal services. In this pivotal role, you will take charge of the customer onboarding process, ensuring seamless transitions for our customers and maintain a high level of service excellence. You will act as the key point of contact, overseeing project timelines, conducting training, coordinating resources, and driving successful customer engagements. Your expertise will be critical in delivering efficient and effective solutions for our customers’ Intellectual Property needs, and you will also be encouraged to coach and mentor others in their professional growth.

About You - Experience, education, skills, and accomplishments

Bachelor's Degree in a related field or equivalent relevant work experience

5+ years of experience in a customer-facing role, educating, onboarding or customer support

It would be great if you also had...

Experience using Salesforce

Experience or knowledge of Patent Annuities & Trademarks

Experience in a training or onboarding type role with external clients

What will you be doing in this role?

Work closely with customers throughout the service implementation process, from pre-sales to post-implementation.

Function as the overall primary point of contact and subject matter expert on the company's service for assigned customers.

Gain a deep understanding of customer business processes and needs to configure the service to align with those requirements.

Provide comprehensive training to customers on how to effectively use the service, offering both one-on-one and group instruction as needed.

Develop detailed documentation of service configuration and usage to ensure customers have comprehensive reference materials, including creating data maps and transaction workflow documents showing exactly how every field of information will be converted.

Manage multiple projects concurrently, ensuring that all stakeholders are informed about project status and potential risks.

Collaborate with customers and internal teams to define start dates for services specified in contracts. Thoroughly examine and endorse service contracts, diligently identifying and resolving potential issues, discrepancies, or deviations from Clarivate's terms, conditions, and service-related requirements. Additionally, work in conjunction with legal and sales partners to suggest amendments when required.

Address and mitigate risks and issues proactively and professionally based on knowledge of SaaS best practices, service-related products, and related applications and tools. Escalate any service-related issues and/or concerns when necessary.

Proactively identify areas where customers can enhance their use of the service to increase efficiency and effectiveness.

Build and nurture long-term relationships with both internal and external customers, serving as a trusted advisor, conducting regular check-ins to assess their ongoing satisfaction and identify any areas for improvement.

Participate and help drive the development, continual refinement, and documentation of standard operating procedures and best practices and stay current with industry trends and advancements in service delivery, applications, and software by continuously updating job knowledge.

Hours of Work

Full time, regular business hours

This is a hybrid role working 2-3 days a week in our Ann Arbor office

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Clarivate is an Equal Opportunity Employer Vets/Minorities/Women/Disabled

JREQ127110