Customer Onboarding Project Manager - RWS Group

The Customer Onboarding Project Manager will handle multiple stages in onboarding RWS IP Solutions customers into IP Operations, improving customer experience and speeding up time to revenue. They will also improve the experience of existing clients experiencing operational difficulties.

About IP Solutions
 

RWS IP Solutions is the world’s leading provider of intellectual property support services. With over 60 years of experience, our leadership in high quality patent translations, foreign patent filing, IP research and patent renewal services is unrivalled. Combining expert patent translators and advanced technology ensure translations of the highest consistency and quality.

We help streamline clients’ internal processes, providing flexible, cost-effective foreign filing services reducing the administrative burden associated with protecting IP on a global scale. We offer patent renewals and recorders services, as well as the widest range of IP research services on the market. RWS IP Solutions supports its clients throughout the entire IP lifecycle, from concept to commercialization. RWS clients include many of the world's best known brands, and 18 out of 20 of the world’s largest patent filers.

For further information, please visit: RWS IP Solutions

Key Responsibilities

• Improve client requirement capture
• Improve speed to revenue.
• Effective customer engagement at the point of onboarding
• Efficient transition of customer onboarding into IP Operations
• Ensure key Customer Onboarding information is captured and input into relevant internal systems ahead of first order being placed
• Communicate onboarding process, timelines and milestones, onboarding updates and complex information clearly and concisely to clients and stakeholders
• Proactive outreach to existing clients who are experiencing significant operational difficulties due to omitting the onboarding process and resolution of issues using onboarding process
• Ensure documents requiring signature (e.g. POAs, assignments) are prepared and signed ahead of first order
• Deliver training to customers on use of RWS portals and external-facing systems. Create client facing support materials.
• Actively seek feedback from sales and customers to improve the customer onboarding experience
• Assist customers in onboarding agents into the inovia platform and follow up with agent to ensure swift order readiness
• Liaison with IPS Project Managers, Paralegals and other internal stakeholders to ensure client requirements are understood and enacted
• Maintain central IP Operations contracts library
• Document and maintain process documentation. Provide suggestions for process improvement
• Create and maintain client facing onboarding materials.
• Anticipate, address and resolve issues that may arise during the onboarding process
• Manage creation, review and approval of Statement of Work documents (SOW)
• Manage sales pipeline calls to share information of upcoming sales across teams.
   

Skills & Experience

• A minimum of one year of experience in a customer focused role.
• IP industry and project management experience desirable
• Ability to operate in a matrix organization
• Exceptional attention to detail.
• Excellent communication skills.
• Strong organizational skills. Ability to prioritize and multi-task in a timely manner in a fast-paced environment.
• Ability to carry out assigned tasks with a high degree of independence and ownership
• Creative problem-solving and critical thinking skills
• Process development and adaptability to acknowledge that a process isn’t working.

Base Pay

$80,000 - $105,000 / year 

Actual rate of pay may vary based on factors including, but not limited to: position offered, location, education, training, and/or experience. Total compensation may also include variable incentives, bonuses, benefits, and/or other perks, as outlined in any formal offer made. 

Candidates must reside in State advertised to be considered

California, Colorado, Connecticut, Delaware, Florida, Illinois, Maryland, Massachusetts, Nevada, New Hampshire, New Jersey, New York, North Carolina, Pennsylvania, South Carolina, Texas, Virginia

At RWS, we’re here for one purpose: unlocking global understanding. 

As a unique, world-leading provider of technology-enabled language, content, and intellectual property services, we remove the barriers to communication to make global connection possible. Our unrivalled experience and deep understanding of language have been developed over more than 60 years. As we look to shape the future, our ambition is to create a world where understanding is universal for everyone.

We work with over 80% of the world’s top 100 brands, more than three-quarters of Fortune’s 20 ‘Most Admired Companies’ and almost all the top pharmaceutical companies, investment banks, law firms and patent filers. Our client base spans Europe, Asia Pacific and North and South America. Our 65+ global locations across five continents service clients in the automotive, chemical, financial, legal, medical, pharmaceutical, technology and telecommunications sectors.   

Over the past 20 years we’ve been evolving our own AI solutions as well as helping clients to explore, build and use multilingual AI applications. With 45+ AI-related patents and more than 100 peer-reviewed papers, we have the experience and expertise to support clients on their AI journey.

If you like the idea of working with smart people who are passionate about breaking down language barriers and giving back to their communities, then you’ll love life at RWS. Our work fundamentally recognizes the value of every language and culture. So, we celebrate difference, we are inclusive and believe that diversity makes us strong.

We want every employee to grow as an individual and excel in their career. In return, we expect all our people to live by the values that unite us: to partner with colleagues and clients, to adopt a pioneering spirit, to be positive in progressing the work we do, and always to deliver what we promise. 

RWS Values

Get the 3Ps right – Partner, Pioneer, Progress – and we´ll Deliver together as One RWS.

For further information, please visit: RWS   

RWS embraces DEI and promotes equal opportunity, we are an Equal Opportunity Employer and prohibit discrimination and harassment of any kind. RWS is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at RWS are based on business needs, job requirements and individual qualifications, without regard to race, religion, nationality, ethnicity, sex, age, disability, or sexual orientation. RWS will not tolerate discrimination based on any of these characteristics. 

Covid Vaccination- All RWS employees hired for positions that require working on-site at RWS offices, customer offices, travel on behalf of RWS, and/or in-person meetings will be required to comply with the RWS USA COVID-19 Vaccination and Testing Policy. RWS complies with federal, state, and local laws regarding accommodations related to this policy.

Recruitment Agencies: RWS Holdings PLC does not accept agency resumes.  Please do not forward any unsolicited resumes to any RWS employees.  Any unsolicited resume received will be treated as the property of RWS and Terms & Conditions associated with the use of such resume will be considered null and void.

RWS is an Affirmative Action Employer. For more information about EEO/AAP legislation please visit: https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf