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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in customer success and account management within B2B SaaS environments, with a strong focus on client relationship building, issue resolution, and product improvement. Proficient in managing complex client interactions and translating feedback into actionable insights.
Highest-signal resume keywords
Customer Success ManagementAccount ManagementIP Management System (IPMS) ImplementationFluency in English and GermanIntellectual Property Law Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Client Relationship ManagementIssue ResolutionConfiguration Issue TranslationProduct Bug IdentificationChange Request ManagementStakeholder CoordinationFeedback Collection and AnalysisRoadmap PrioritizationOnboarding Process SupportTechnical Conversation Facilitation
Soft Skills
Consultative Relationship BuildingCommunicationProblem-SolvingInfluencingAccountability
Tools & Technologies
EquinoxIP Management System (IPMS)
Industry Keywords
B2B SaaSEnterprise SoftwareLarge Law FirmsPatent LawTrademark LawDesign FilingProsecution Processes
About the role
Key responsibilities & impact- Serve as the primary point of contact for a defined portfolio of EC+ clients after system go-live
- Build consultative relationships with senior fee earners, IT leads, and heads of IP
- Establish regular check-ins and business reviews
- Identify risk signals early and act before churn
- Coordinate and communicate post-go-live client issues through appropriate internal teams
- Translate client problems into configuration issues, product bugs, training gaps, or change requests
- Coordinate internal stakeholders for updates and resolutions and hold the business accountable to client commitments
- Maintain transparent issues logs and provide regular written status updates
- Function as the escalation point for client concerns and drive urgent internal action
- Coordinate with Product on communications about platform updates, features, and workflow changes
- Collect and translate client feedback into product and process improvement recommendations
- Influence roadmap prioritisation and support processes
- Support onboarding handover from implementation into steady-state account management
Requirements
What you’ll need- Proven experience in a customer success, account management, or client services role within a B2B SaaS or enterprise software environment
- Track record of working with enterprise or professional services clients
- Experience with large law firms strongly preferred
- Working knowledge of Intellectual Property law and practice, especially patent, trademark, and design filing and prosecution processes
- Prior hands-on experience using or implementing an IP Management System (IPMS), preferably Equinox
- Comfortable in technical conversations with Product, Development, and Integration teams, as well as client IT stakeholders
- Experience triaging and managing complex, multi-stakeholder client issues through to resolution
- Fluency in English and German
- French would be a plus
Benefits
Comp & perks- Full time - permanent contract
- Flexible working hours
- Hybrid office/home working
- 25 days annual leave, increasing with length of service
- Structured onboarding and continuous learning
- Inclusive culture and international team
- Friendly, supportive, collaborative team environment
- Wellbeing-focused workplace
- International company with offices in the USA, EMEA and APAC