The Customer Onboarding Project Manager will handle multiple stages in onboarding RWS IP Solutions customers into IP Operations, improving customer experience and speeding up time to revenue. They will also improve the experience of existing clients experiencing operational difficulties.
About IP Solutions
RWS IP Solutions is the world’s leading provider of intellectual property support services. With over 60 years of experience, our leadership in high quality patent translations, foreign patent filing, IP research and patent renewal services is unrivalled. Combining expert patent translators and advanced technology ensure translations of the highest consistency and quality.
We help streamline clients’ internal processes, providing flexible, cost-effective foreign filing services reducing the administrative burden associated with protecting IP on a global scale. We offer patent renewals and recorders services, as well as the widest range of IP research services on the market. RWS IP Solutions supports its clients throughout the entire IP lifecycle, from concept to commercialization. RWS clients include many of the world's best known brands, and 18 out of 20 of the world’s largest patent filers.
For further information, please visit: RWS IP Solutions
Key Responsibilities
- Improve client requirement capture
- Improve speed to revenue.
- Effective customer engagement at the point of onboarding
- Efficient transition of customer onboarding into IP Operations
- Ensure key Customer Onboarding information is captured and input into relevant internal systems ahead of first order being placed
- Communicate onboarding process, timelines and milestones, onboarding updates and complex information clearly and concisely to clients and stakeholders
- Proactive outreach to existing clients who are experiencing significant operational difficulties due to omitting the onboarding process and resolution of issues using onboarding process
- Ensure documents requiring signature (e.g. POAs, assignments) are prepared and signed ahead of first order
- Deliver training to customers on use of RWS portals and external-facing systems. Create client facing support materials.
- Actively seek feedback from sales and customers to improve the customer onboarding experience
- Assist customers in onboarding agents into the inovia platform and follow up with agent to ensure swift order readiness
- Liaison with IPS Project Managers, Paralegals and other internal stakeholders to ensure client requirements are understood and enacted
- Maintain central IP Operations contracts library
- Document and maintain process documentation. Provide suggestions for process improvement
- Create and maintain client facing onboarding materials.
- Anticipate, address and resolve issues that may arise during the onboarding process
- Manage creation, review and approval of Statement of Work documents (SOW)
- Manage sales pipeline calls to share information of upcoming sales across teams.
Skills & Experience
- A minimum of one year of experience in a customer focused role.
- IP industry and project management experience desirable
- Ability to operate in a matrix organization
- Exceptional attention to detail.
- Excellent communication skills.
- Strong organizational skills. Ability to prioritize and multi-task in a timely manner in a fast-paced environment.
- Ability to carry out assigned tasks with a high degree of independence and ownership
- Creative problem-solving and critical thinking skills
- Process development and adaptability to acknowledge that a process isn’t working.
Base Pay
$90,000 - $105,000 / year
Actual rate of pay may vary based on factors including, but not limited to: position offered, location, education, training, and/or experience. Total compensation may also include variable incentives, bonuses, benefits, and/or other perks, as outlined in any formal offer made.
Candidates must reside in State advertised to be considered
California, Colorado, Connecticut, Delaware, Florida, Illinois, Maryland, Massachusetts, Nevada, New Hampshire, New Jersey, New York, North Carolina, Pennsylvania, South Carolina, Texas, Virginia
