Senior Consultant, IP Services CX Japan

Responsibilities/Objectives You’ll Love This Job if You Like To…

• 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 relationship 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 Requirements (Must Have)
• Fluent in Japanese
• Business-level English
• Bachelor’s Degree or related experience
• Experience in the IP industry or solid understanding of intellectual property (moved from Nice to Have to Must Have)
• 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
• Mentor team members and support resolving issues
• Excellent reading comprehension in Japanese and English
• 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 (Nice to Have)
• Team management experience
• Paralegal skills
• Language skills: French Benefits
• SOCIAL INSURANCE: 健康保険、厚生年金、雇用保険、労災保険
• HOLIDAYS: Weekends, National holidays and New Year holidays
• OTHERS: Free food and drinks, Paid sick leave, Office Casual attire and volunteer holiday