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Client Success Advocate
2 months ago
Company Overview
Patsnap is an innovative AI-driven SaaS platform that revolutionizes the way businesses worldwide engage in innovation and collaboration among their IP and R&D teams. Our comprehensive suite of connected innovation intelligence tools empowers over 12,000 clients globally to expedite the journey of bringing new inventions to market. With our recent $300M Series E funding, we have achieved a valuation of $1 billion, positioning us as a unicorn with substantial growth potential ahead.
We pride ourselves on our diverse and dynamic workforce, with offices located in multiple cities around the globe. Our rapid growth is fueled by our talented team, and we are dedicated to nurturing an inclusive environment where creativity flourishes and ideas thrive.
Role Overview
We are seeking a Client Success Advocate to join our dedicated Product Support team. This role is crucial in providing exceptional service to our clients by addressing their technical inquiries, challenges, and concerns. As a Client Success Advocate, you will serve as the go-to expert on our products, educating clients, resolving issues, and offering support for the Patsnap platform and its extensive range of services, including our Life Science offerings.
At Patsnap, we prioritize customer satisfaction and take pride in our outstanding customer satisfaction ratings. This position is centered around ensuring our clients receive the utmost care through a blend of empathy and advocacy.
Key Responsibilities
- Respond to inquiries through our ticketing system in a timely manner, adhering to performance metrics.
- Develop and maintain technical learning materials for all product modules.
- Produce and oversee technical documentation for our Life Science platforms.
- Become a 'product champion' with comprehensive knowledge of Patsnap tools.
- Actively gather, analyze, and relay customer feedback to the sales and product development teams.
- Continuously enhance your expertise in the IP and patent intelligence sector.
Candidate Profile
- Minimum of 2 years in a customer-facing role.
- Background in Life Sciences education or relevant industry experience.
- Familiarity with API and SSO is advantageous but not mandatory.
- Strong problem-solving skills and a customer-centric mindset.
- Passion for educating and simplifying complex topics for clients.
- Ability to adapt quickly to unexpected questions and changing scenarios.
- Comfortable thinking on your feet in urgent situations.
- Open to receiving feedback and committed to personal growth.
What We Offer
- Five weeks of annual leave plus public holidays.
- One additional vacation day for each year of service, up to a maximum of five extra days.
- Two company-sponsored community volunteering days.
- Paid parental leave policy.
- Comprehensive private healthcare coverage.
- Eyecare voucher scheme.
- Private pension plan.
- Cycle to work initiative.
- Life assurance benefits.
- Payroll giving program.
- Flexible work environment with work-from-home stipend.
- Employee benefits scheme.
Our Values
- Integrity: We hold ourselves accountable for our actions.
- Leadership: We inspire one another to achieve new heights.
- Openness: We share our ideas with honesty and care.
- Growth: We are committed to lifelong learning and improvement.
- Innovation: We seek creative solutions to challenges.
- Customer Focus: Our clients' success is paramount to our mission.
Patsnap is an equal opportunity employer that champions diversity and inclusivity in the workplace.
