Service Delivery Manager - Patent Annuities (m/d/f)

PAVIS GmbH is one of Europe's leading service providers in the field of Intellectual Property (IP). The focus is on worldwide payment of annual fees for patents, EP validations and the maintenance of trademarks. PAVIS manages a portfolio of over 1,000,000 property rights for more than 1,500 customers. In 2020, PAVIS Payments GmbH, a subsidiary of PAVIS GmbH, received permission as a regulated payment institution by the BaFin (the German regulatory authority) and since then provides payment service to the customers of PAVIS GmbH. PAVIS has been part of Questel pay since 2021. Questel's mission is to become one of the world's leading providers of intellectual property and innovation management solutions. Questel operates internationally from over 30 offices in the US, Asia and Europe.

As a Service Delivery Manager Annuities Front Office, you will be part of a very dedicated service delivery team which puts customer at the center. We are serving international customers across the globe and are taking care of their most valuable assets, their IP rights.

The Operations/Service Delivery function plays an integral role in our business model and is working closely with our Sales departments as well as with Client as well as Data Onboarding teams. As part of the front office team, your task will be to deliver a high quality service to our customers and support them in all aspects to maintain their IP rights.

Your main responsibilities:

• Independent support of national and international new and existing customers and their IP portfolios (no acquisition activities!)
• Point of contact between customers and internal departments
• Presentation of client engagement model to new clients.
• Build strong and positive relationships with customers at various levels
• Gathering and documenting information about the business and technical conditions of customers
• Identify training and knowledge needs of customers
• Prepare and conduct training for customers
• Independent manual and electronic order processing of national and international property right renewals incl. data recording and control for patents, utility models and designs
• Quickly and professionally process customer orders & requests while adhering to Service Level Agreements (SLAs) and individual contracts.
• Correspondence in English (in writing and by phone) with international customers
• Regular processing of individual inquiries and smaller projects
• Active participation in the achievement of business objectives

The perfect match...

• Successfully completed education as patent paralegal; foreign language correspondent or comparable qualification
• Several years of professional experience in demanding customer and order management, preferably in a service environment regularly requiring explanation
• Practical work experience in IP and deadline management