Customer Success Manager

Location: Remote – West Coast US - CA 

RWS IP Services, a division of RWS, provides industry-leading Intellectual Property support services delivered through integrated technology solutions. We offer the highest-quality patent translations, a global patent filing experience and a range of cutting-edge Intellectual Property (IP) search services.  We serve a global client base including industry, law firms, licensing organizations and technology transfer offices. Our in-house search and translation teams, supported by an extensive network of over 7,500 specialized translators and 40,000 researchers, provide powerful solutions to assist with strategic decision-making across the entire IP life cycle.  For further information, please visit: RWS Intellectual Property Services

 

RWS Holdings plc is the world’s leading provider of technology-enabled language, content management and intellectual property services. We help our customers to connect with and bring new ideas to people globally by communicating business critical content at scale and enabling the protection and realization of their innovations.

Customers include 90 of the globe’s top 100 brands, the top 10 pharmaceutical companies and 18 of the top 20 patent filers worldwide. Our client base spans Europe, Asia Pacific, and North and South America across the technology, pharmaceutical, medical, legal, chemical, automotive, government and telecommunications sectors, which we serve from offices across five continents.  For further information, please visit: www.rws.com.

 

The Customer Success Manager role is part of the key account management teams within the Revenue organization. Main responsibilities will include:

• Ownership and management of a large range of existing IP Services customers
• Development and growth of these existing customers

 

Main Goals

• Deploy consistent and programmatic account governance and management methodologies.
• Enhance customer experience.
• Assess and secure customer satisfaction and vulnerability.
• Identify upsell opportunities.
• Provide a single point of contact and escalation.

 

Key Deliverables

• To provide a consistent and responsive point of contact and interface for clients (outside of day-to-day delivery and operations);
• To enable identification and leveraging of upselling and any growth opportunities, as well as risks and vulnerabilities.
• To define and document strategies for growth or recovery of each account, track progress and evolve the strategy as account/business needs change.
• To develop strong two-way customer relationships with existing clients, through a proactive and supportive approach to their requirements and influencing customer advocacy.
• To ensure customer ownership and intimacy.
• To ensure customer satisfaction and positive experience of RWS through the deployment of structured and light-weight account management services and processes.
• To deploy and maintain customer governance, planning and management, e.g. through regular customers’ business and performance review meetings, provision of monthly/quarterly reports of sales figures, ensuring correct use of RWS platforms, etc.
• To define and deploy optimised customer-centric processes to manage performance, customer satisfaction and account planning.

Key Skills & Experience Requirements

• Demonstrable customer-facing or customer service experience.
• Minimum 3 years of account management experience.
• Understands the importance of providing high-quality customer service.
• Sales-centric, hunter mentality, skills and experience
• Strives to exceed the expectations and requirements of clients and internal stakeholders.
• Ability to develop solutions based on client needs.
• Ability to communicate courteously and efficiently, and aptitude in building relationships with professionals of all organisational levels.
• Effective communication skills (verbal, listening, written, presentational and interpersonal) and ability to develop and maintain good relationships both internally and with clients.
• Ability to promote the exchange of ideas and information and to encourage dialogue.
• Ability to map out and navigate organisational structures, both on the client side and internally.
• Organized and self-motivated with a “can-do” attitude.
• Always seeks practical/workable and innovative methods to solve problems and deliver solutions.
• Strong communication and presentation skills.
• Strong negotiating and influencing skills.
• Knowledge of and experience in the IP industry is a plus

 

Pay: $37k/yr. + bonus opportunity

FLSA Status: Non-exempt

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.

Covid Vaccination:

All RWS employees hired for positions that require working on-site at RWS offices, customer offices, travel on behalf of RWS, and/or in-person meetings will be required to comply with the RWS USA COVID-19 Vaccination and Testing Policy. RWS complies with federal, state, and local laws with regard to accommodations related to this policy.

Life at RWS - We work hard together to deliver for our customers; our expertise, professionalism and determination to never let others down drives us to be passionate and serious about what we do, deliver customer value, yet always adding a human touch.

RWS embraces diversity 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. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics.

RWS is an Affirmative Action Employer.

For more information about EEO/AAP legislation please visit: https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf

Recruitment Agencies: RWS Group PLC does not accept agency resumes.  Please do not forward any unsolicited resumes to any RWS employees.  Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.