Product Specialist, Customer Care

About You – experience, education, skills, and accomplishments…

• Bachelor's degree or equivalent work experience in the IP legal sector
• 5+ years of experience in Intellectual Property legal services, such as legal case data, copyright, design, patent and/or trademark issues

It would be great if you also had…

• Proven experience in performing root cause analysis and putting the mitigation plans/improvement initiatives in place is a plus
• Previous experience working in Intellectual Property, brand protection and trademarking services

What will you be doing in this role?...

• Apply advanced product and workflow knowledge to resolve the most unique and complex customer issues. Executes support transitions for new products, features, or functionality.
• Serve as subject matter expert within the product support team. Acts as primary point of contact for complex customer escalations. Influences the direction of support and implementation procedures. Acts as the voice of the support team in cross-functional meetings.
• Manage complex customer escalations and incidents
• Author and review product support collateral to upskill team and enhance product adoption and usage
• Utilize the Customer Relationship Management (CRM) and/or IT Service Management (ITSM) system, ensuring that customer inquiries are handled correctly and follow all processes, procedures and best practices
• Mentor less experienced colleagues and assists with colleague training and onboarding
• Act as the voice of the support team in cross-functional meetings
• Investigates, reports and documents customer feedback, issues and/or enhancement requests, and analyzes this data to designs initiatives for improving services, systems, and processes
• Maintain and document detailed customer interactions as well as ensure appropriate turnaround times and response quality to meet customer agreements
• Prioritize and resolve issues while handling sensitive situations with customers and escalating complaints and sensitive topics to a manager, next tier of service and/or relevant department
• Display a team-oriented and positive attitude both within the Customer Care department and when communicating and collaborating with different stakeholders to foster internal relationships with relevant departments
• Participate in internal mentorship programs when needed, to assist in developing confident and motivated staff and ensure customers receive a consistently high-quality service
• Investigate, report and document straightforward customer issues and/or enhancement requests and ensure that both internal and external stakeholders are updated as appropriate 
• Act as a voice of the customer and report customer feedback to contribute to organizational learning and ensure best practice is coordinated across the organization 
• Demonstrate Clarivate’s company values at all times 

About the Team

Our team consists of 700+ individuals located across the globe. Our primary focus is to ensure our customers receive a best-in-class service experience using our products. We achieve this through our focus on proactive/preventative measurements, attention to detail, goal setting and clear communication.

Hours of Work

This is a full-time position, primarily working core business hours in your time zone, with flexibility to adjust to various global time zones as needed. 

This is a hybrid position working in the office 2-3 days a week.

At Clarivate, we are committed to providing equal employment opportunities for all persons with respect to hiring, compensation, promotion, training, and other terms, conditions, and privileges of employment. We comply with applicable laws and regulations governing non-discrimination in all locations.