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About the Role
This role focuses on providing best-in-class support for patent and trademark clients, managing client relationships, and ensuring portfolio records are current and accurate. You will collaborate with internal and external teams to deliver a unified service and take a commercial approach to client relationship development.
Responsibilities
- Provide best-in-class support for patent and trademark clients
- Support the sales team during the latter stages of the process to educate clients on the services
- Manage client relationships for new and existing clients
- Form trusted relationships with a focus on providing solutions to client requirements in a timely manner
- Proactively communicate and collaborate with external and internal clients to keep portfolio records current, accurate and valid
- Establish and maintain close working relationships with colleagues and teams across all territories to support a ‘one firm’ service delivery
- Take a commercial approach to develop client relationships
- Monitor docketing
- Deliver data reconciliation
- Provide internal and external software training related to the Services division
- Author and update process documentation
- Engage in continuous process improvements and change management across the business
- Mentor team members and support resolving issues
Requirements
- Fluent in Japanese
- Business-level English
- Bachelor’s Degree or related experience
- Experience in the IP industry or solid understanding of intellectual property
- Client-facing skills and experience
- Ability to resolve diverse scope of problems
- Demonstrates sound judgement in identifying and implementing effective solutions
- Proven ability to manage escalations and resolving complex issues to maintain client satisfaction
- Superb attention to detail, accuracy and strong organizational skills
- Demonstrative proactive client relationship management skills
- Ability to multitask and work on multiple complex tasks
- Ability to diligently review various documents and client files
- Excellent communication skills and the ability to interact professionally with a diverse group of executives, managers, subject matter experts, and administrative professionals
- Maintain high level of confidentiality and professionalism
- Self-driven and capable of working effectively in a dynamic, fast-paced environment
- Ability to work independently with strong organizational and time management skills
- Team player
- Work international business hours
- Those who reside in Japan and are eligible to work in Japan
- Team management experience
- Paralegal skills
- Language skills: French
Skills
- Client relationship management
- Communication
- Organizational skills
- Time management
- Problem-solving
- Attention to detail
- Accuracy
- Multitasking
- Proactive communication
- Collaboration
- Software training
- Process documentation
- Process improvement
- Change management
- Mentoring
Location
- Japan
Work Type
- Full-time
- International business hours
Experience Level
- Entry level
- Mid level
- Senior level
Education Level
- Bachelor’s Degree
Benefits
- Social insurance (Health insurance, Employees pension, Employment insurance, Workers' accident insurance)
- Weekends off
- National holidays off
- New Year holidays off
- Free food and drinks
- Paid sick leave
- Office Casual attire
- Volunteer holiday