Service Account Manager

Service Account Manager (Sam)

We are hiring a Service Account Manager (SAM) to join our APAC Intellectual Property team. In this role, you will be responsible for developing long-term customer relationships that drive customer retention, growth and satisfaction. The SAM is accountable for providing the highest standard of service excellence for Clarivate's Customers. You will act as a principal liaison between the customer and all business departments within Clarivate, taking ownership of issues and working with colleagues across the organization to secure existing business and increase revenue.

About you – experience, education, skills, and accomplishments

• 5+ years of experience in an account management, customer service, or similar role
• 3+ years of experience in the Intellectual Property industry
• Bachelor's degree or equivalent relevant work experience

It would be great if you also had…

• Project Management Certification
• Work experience in a law firm or IP
• Prior work experience focused on retention and growing accounts

What will you be doing in this role?

• Identify issues and provide resolutions in a timely manner to the satisfaction of the customer, such as completing audits; identifying trends; determining system improvements and implementing changes.
• Drive improvements and initiatives in partnership with relevant stakeholders to resolve delivery issues, failures or adverse customer's feedback.
• Develop awareness and knowledge of the commercial and strategic value of the customer within business.
• Conduct internal reviews intermittently as well as annually to deliver on engagement and retain business growth.
• Assure delivery of services in line with or exceeding customer expectations or operational / service success criteria throughout the customer relationship lifecycle
• Co-ordinate and actively participate in customer visits, presentations, workshops, user groups, and forums, etc.
• Responsible for understanding and complying with the business operations risk management principles to mitigate unnecessary risk.
• Responsible for ensuring that the department procedures are fully documented, communicated and amended as necessary.
• Effectively manage multiple projects and tasks while ensuring that customer service standards and expectations are met.
• Escalate issues to management when necessary.
• Build internal relationships with other teams and educate other teams to promote a consistent and professional approach.
• Actively participate in quarterly meetings with Customer Engagement Partners to discuss account management to improve service deliverables.

Hours of Work

Full Time, Permanent (Monday-Friday, core business hours)

This is a hybrid position, working 2-3 days a week in one of our Clarivate offices

At Clarivate, we are committed to providing equal employment opportunities for all qualified persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.