This position is a combined role of leader and doer. Not required to travel, s/he is an integral part of the Client Success Division (CSD) motivated by providing timely service and assistance to inquiries and issues from all Patentcloud users, inter-divisional stakeholders, and agency .
Reporting to Client Success Manager, s/he must be a strategic thinker, leader and trainer of the Client Support (CS) team to optimize user experience and customer satisfaction in key markets (Asia, the US among others), which are seamlessly tied to revenue goals.
S/he understands a customer journey (from potential leads to members to accounts), responsible for training the CS members to communicate directly and efficiently via phone, live chat, emails, video conferencing and other effective means. S/he systematically gathers complaints and compliments, analyzing and transforming them into actionable plans for CSD and other cross-functions.
This talent also works with Client Success Executive (CSX), Client Success Relationship (CSR) and Agencies to identify opportunities with trial/ account set-ups, and to acquire/ retain billable accounts by finding short-term and long-term solutions to issues and inquiries. S/he also supervises the CS team to provide different levels of training sessions and materials in terms of low touch vs. high touch requirements, to consistently maintain Help Center and its FAQ’s in major languages, and to regularly communicate with members via newsletters.
Internally, s/he is also expected to continually improve existing yet ineffective processes of CS while managing day-to-day relationships with Patentcloud users in different time zones.