IP Renewals Customer Services Assistant

About Wellspring

Wellspring EMEA (previously IP Pragmatics (www.ip-pragmatics.com) is a management consultancy specialising in Intellectual property (IP) and technologies. It is part of Wellspring Worldwide (www.wellspring.com), a Colorado-based company that is the leading provider of software tools to manage R&D and technology commercialization.

Our suite of web-based software manages the transformation of scientific discoveries into real-world products. We work with clients to accelerate the pace of innovation at premier research universities, R&D groups at Fortune 500 companies, and leading medical institutions. Wellspring also operates Flintbox, the largest online marketplace for inventions emerging from research labs around the world.

About the role This permanent client-facing role is a great opportunity for a person with excellent organisation, communication and administration skills and a keen interest in intellectual property (IP) to join a dynamic, IP renewals service team. The role would suit a candidate, keen for more client interaction, with at least 2 years’ experience in an administration role within an Attorney Firm, Service Provider or Corporation. Specifically, IP administration, a patent secretarial position or IP formalities role is desirable but not essential
As an integral part of the customer services function, the successful candidate will be proactive, outgoing individual, with an eye for detail. In addition to managing and checking IP data, the candidate will regularly communicate with several clients globally, track these interactions, report and help resolve these clients’ needs and issues
With support from the team in London, the successful candidate will become the first point of contact to these clients for customer support and IP data queries over time
What you'll do We are seeking an IP Renewals Customer Services Assistant, ideally with a background in patent renewals or a BA/BSc degree, to join the IP renewals marketing, sales, customer service and web portal support team in London. The job holder will regularly contact clients in the UK and globally to build good rapport through routine customer check-ins and actively resolving portal, training and renewals queries in a timely manner. Over time, the role will also involve inputting and managing client and IP data within the renewals management system and CRM and drafting communications with clients and prospects around the world
In addition to this support function, the job holder will support marketing and sales campaigns to grow the existing client-base and to provide exceptional customer service to our IP renewals clients globally
Key responsibilities in carrying out these roles will include:

• Performing systematic check-ins with clients around the world, ensuring customer support is proactively offered and needs logged, tracked and resolved in a timely manner
• Issuing and providing user training of our IP renewals software products and responding to first-line customer care queries
• Drafting content and mailing out emails, documents and news announcements to clients that may include training guides, help pages and other supporting information
• Drafting, coordinating and collating all feedback from customer surveys to improve products and services
• Supporting the team with the management of the IT system and database for IP renewals clients – the system is unique and training will be provided.
• Inputting, managing and reporting on data and KPIs within the Client Relationship Management (CRM) system on a monthly basis.
• Supporting sales and marketing efforts through newsletters, emails and telephone calls
• Liaising with the colleagues and partners worldwide
• Contribute and input on matters related to improvements to the CRM, web portal and service
• Over time and with training, preparing accurate IPR renewal quotations for prospective clients, by checking and calculating the renewal due dates, based on country rules
• Assist in the day-to day running of IP Pragmatics by; coordinating meetings; liaising with clients; and contributing to the general administration.
• Being an active part of the Pragmatics team and contributing to its long-term vision

The successful candidates should preferably have a working knowledge of IP renewals, general IP formalities or customer-focussed administration and have excellent communication skills
The job presents an opportunity for an individual with a few years work experience that is keen to work in the field of patents and intellectual property, whilst working with many different research and commercial organisations. All of this whilst working in a dynamic, friendly and ambitious company
Qualifications

• BA or BSc degree with 2-1 or above (or equivalent qualifications)
• Excellent verbal and written communication skills
• Intermediate to Advanced Working knowledge of MS Word & Excel
• Self-motivated and ability to identify and prioritise tasks
• Good organisation and time management skills, detail orientation and ability to multi-task
• Willingness to learn
• A strong interest or direct experience in marketing, sales and customer services (admin) roles
• Demonstrable initiative and capable of working independently with minimal supervision

Additional Skills & Experience

• Knowledge of CRM systems and IP Management software
• Corporate, academic and/or practical background in intellectual property
• Experience of working in the IP renewals or Patent Attorney or IP Services industry
• CIPA qualification desirable but not essential

Location: Central London The job holders will be expected to work from our central London office at least 2-days per week and combine this with occasional travel within the UK and overseas to client and partner locations (in Europe and US) over the mid-term
Benefits Package In return you will be working in a collegiate and flexible environment with an excellent benefits package and ongoing training support:

• 25 days holiday
• Flexible working hours
• Interest free season ticket loan
• Generous bonus scheme (up to 10% of salary based on performance)
• Life Assurance
• Contributory pension scheme (at present a 8% company contribution, rising in line with new legislation)

The pay range for this role is: 30,000 - 35,000 GBP per year (london)