IP Renewals Service Manager

🕒 Abril 21

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RWS Group

SiteLinkedInTodas as Vagas

5001 - 10000 funcionários

AI • Translation • Technology

A RWS Group é uma fornecedora líder de serviços e tecnologias linguísticas impulsionados por IA, especializada em tradução e localização para uma variedade de setores. Com foco em aprimorar a comunicação global, a RWS oferece soluções que elevam a qualidade da tradução, gerenciam conteúdo multilíngue e simplificam o processo de localização. Seus serviços atendem a áreas como aeroespacial, financeiro, jurídico, ciências da vida e tecnologia, aproveitando IA avançada para garantir que os clientes se conectem de forma eficaz entre idiomas e culturas.

Descrição

• 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.

🎯 Requisitos

• 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.

🏖️ Benefícios

• Flexible working arrangements • Professional development opportunities