Service Delivery Manager – Patent Annuities

• Independently support national and international new and existing customers and their IP portfolios, without acquisition activities
• Serve as point of contact between customers and internal departments
• Present the client engagement model to new clients
• Build strong and positive relationships with customers at various levels
• Gather and document information about customers’ business and technical conditions
• Identify customers’ training and knowledge needs
• Prepare and conduct customer training
• Independently process manual and electronic orders for national and international property-right renewals, including data recording and control for patents, utility models and designs
• Process customer orders and requests quickly and professionally while adhering to SLAs and individual contracts
• Prepare and conduct yearly customer service reviews
• Correspond in English, in writing and by phone, with international customers
• Process individual inquiries and smaller projects
• Actively participate in achieving business objectives
• Collaborate with Sales, Client Onboarding and Data Onboarding teams

Requirements

• 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
• Independent, reliable, detail-oriented and precise
• Precise, solution-oriented and structured way of working
• Commitment, initiative and distinct ability to work in a team
• Strong communication skills and quick comprehension
• Excellent command of English and conversational German are essential
• Proficiency in additional foreign languages is an advantage
• Confident handling of MS Office and a strong affinity for IT
• Project management experience is an advantage

Core Competencies

Demonstrates expertise in customer and order management within the IP sector, with strong communication skills in English and conversational German. Capable of conducting customer training and managing relationships effectively while adhering to deadlines and service level agreements.

Highest-signal resume keywords

• Customer And Order Management
• IP And Deadline Management
• Strong Communication Skills
• MS Office ProficiencyProject Management Experience

ATS Optimization Keywords

Hard Skills

• Patent Paralegal Qualification
• Foreign Language Correspondent Qualification
• Customer Training Preparation
• Data Recording And Control
• Order Processing
• Business Objective Achievement
• Technical Condition Documentation
• Customer Service Review Preparation
• Solution-Oriented Working
• Detail-Oriented Approach

Soft Skills

• Independent Working
• Reliability
• Team Collaboration
• Initiative
• Quick Comprehension

Industry Keywords

• Intellectual Property
• Customer Engagement Model
• Service Environment
• SLA Adherence
• International Customer Correspondence