Service Delivery Manager - Patent Annuities (m/d/f)

⭐ Your next adventure awaits here ⭐ 

PAVIS GmbH is one of Europe's leading service providers in the field of Intellectual Property (IP). The focus is on worldwide payment of annual fees for patents, EP validations and the maintenance of trademarks. PAVIS manages a portfolio of over 1,000,000 property rights for more than 1,500 customers.

In 2020, PAVIS Payments GmbH, a subsidiary of PAVIS GmbH, received permission as a regulated payment institution by the BaFin (the German regulatory authority) and since then provides payment service to the customers of PAVIS GmbH. PAVIS has been part of Questel pay since 2021. Questel’s mission is to become one of the world's leading providers of intellectual property and innovation management solutions. Questel operates internationally from over 30 offices in the US, Asia and Europe. To support the 95-strong team at the Starnberg location, we are looking for a Service Delivery Manager - Patent Annuities  (m/d/f) 

Reporting to the Head of Patents, you will be part of a very dedicated service delivery team which puts customer at the center. We are serving international customers across the globe and are taking care of their most valuable assets, their IP rights.  

The Operations/Service Delivery function plays an integral role in our business model and is working closely with our Sales departments as well as with Client as well as Data Onboarding teams. As part of the front office team, your task will be to deliver a high quality service to our customers and support them in all aspects to maintain their IP rights. 

Tasks: 

• Independent support of national and international new and existing customers and their IP portfolios (no acquisition activities!) 


• Point of contact between customers and internal departments  


• Presentation of client engagement model to new clients. 


• Building strong and positive relationships with customers at various levels 


• Gathering and documenting information about the business and technical conditions of customers 


• Identifying training and knowledge needs of customers 


• Preparing and conducting training for customers 


• Independent manual and electronic order processing of national and international property right renewals incl. data recording and control for patents, utility models and designs 


• Quickly and professionally processing customer orders & requests while adhering to Service Level Agreements (SLAs) and individual contracts. 


• Correspondence in German and English (in writing and by phone) with national and international customers 


• Regular processing of individual inquiries and smaller projects 

The perfect match... 

• Successfully completed education as patent paralegal; foreign language correspondent or comparable qualification 


• Several years of professional experience in demanding customer and order management, preferably in a service environment regularly requiring explanation 


• Practical work experience in IP and deadline management 


• Independent, reliable, detail-oriented and precise 


• Precise, solution-oriented and structured way of working 


• Commitment, initiative and distinct ability to work in a team 


• Strong communication skills and quick comprehension 


• Fluent in written and spoken German and English, other foreign languages an advantage 


• Confident handling of MS-Office and a strong affinity for IT 


• Project management experience an advantage 
  
  

What we offer... 

• Future-oriented and crisis-proof service company with flat hierarchies and short decision-making paths


• Flexible working hours & hybrid work model
  


• Pleasant working atmosphere in a dynamic and international environment


• Interesting, diverse and exciting tasks


• Independent and self-reliant work


• Regular company events (breakfast, Christmas party, summer festival, barbecue events, etc.)


• Dog-friendly office


• Excellent S-Bahn connection & parking space

Join PAVIS, be part of the Questel Group, a growing international group, and live a great human adventure! 

📍 Job location : Starnberg, Germany (hybrid)

Als reguliertes Zahlungsinstitut benötigt die PAVIS bei etwaiger Anstellung ein einwandfreies polizeiliches Führungszeugnis. Postalisch gesendete Bewerbungsunterlagen können wir leider nicht zurücksenden.
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