Manager, Customer Care

We are looking for a Manager of Customer Care to join our IP team here at Clarivate. In this role, you will work with an established team, focusing on our customer satisfaction and bringing value to our customers. Serving as a trusted member of the PATM leadership team, you will oversee the design and execution of US Customer Care for the Patent Annuities & Trademark Maintenance (PATM) business, including staffing, operations, and client interactions and lead the PATM Customer Care team, responsible for patent annuity and trademark maintenance products and services. If you have a background in Intellectual Property and Customer Care, we would love to talk to you!

About You – Experience, Education, Skills, And Accomplishments

• 1+ year of experience in a leadership role, building and managing teams
• 7+ years of experience in a customer-facing role or equivalent combination of education and experience
• 2+ years of experience working in Intellectual Property
  
  

It would be great if you also had…

• Extensive understanding of customer needs, expectations, and current best practices for relevant products with patent and trademark managers
• Demonstrated business acumen with knowledge of staffing, capacity, ROI, budget, margins, service, and product offerings to implement, drive, and support strategic and relevant outcomes
• Experience using data to drive decisions, set goals, achieve targets, and manage team performance
• Must understand privacy and security for a global, cloud-based company
• Proven ability to build customer support programs and rapidly evolve them through change
• Experience in organizing and optimizing customer support teams to increase overall customer satisfaction
  
  

What will you be doing in this role?

• Maintain strong focus on minimizing customer attrition rates
• Improving customer satisfaction
• Assist with creating a strong value proposition for Clarivate's entire PATM product and service suite by engaging in business discussions with existing customers and internal business units
• Collaborate actively with Clarivate’s PATM account team leads to meet market needs
• Ensure the Customer Care team delivers best in class performance, achieving or exceeding customer satisfaction targets
• Lead and support transformational and change management efforts throughout the organization
• Evaluate team performance, quality, customer satisfaction, conformance with SLAs, NPS, and other relevant metrics to continually inform the Customer Care team’s tactics and strategy
  
  

 

About The Team

This position is a part of the Patent Annuities & Trademark Maintenace leadership team that supports that Customer Care business within Clarivate. You will lead a team of ~10 Service Account Manager that support our IP clients. You will report directly to the Director of Customer Care based in the United States

 

Hours of Work

• Full time, regular business hours, some flexibility required to collaborate across multiple time zones
• This is a hybrid role working 2-3 days a week in one of our US office locations
• Ability to travel to client sites or company meetings occasionally
  
  

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