Customer Success Onboarding Executive

at Patsnap in London

About PatSnap
PatSnap is the world’s leading IP Analytic and Management platform that empowers senior business leaders to accelerate growth through Innovation and R&D. IP and patent strategy is now a major board level priority – our product solves a real and growing problem globally. Our differentiation is the reason behind the company’s exponential growth. PatSnap technologies make patent intelligence more accessible to non-IP proficient business users and provide intuitive analytics, making our products usable and sticky. Our market is limitless because patent strategy is relevant to all businesses ranging from NASA to PepsiCo.

PatSnap has been commercially active since July 2007, we now employ over 500 people worldwide and through funding we continue to scale rapidly. We have offices in Singapore, China, London and Los Angeles.


Job Description
We are looking for an Onboarding Executive to join our Customer Success Operations team. This position is responsible for the setup and implementation of clients, transitioning the customer through the on-boarding process, ensuring the client is onboarded successfully.

The Onboarding Executive will take full ownership of the PatSnap clients in their first 2 months, and be responsible for ensuring they quickly get value from using the platform, creating early ‘Wow’ moments.

The role would suit a recent graduate and the successful candidate is expected to maintain a professional, courteous and customer success focused attitude at all times.

Key Responsibilities
Monitor and drive product usage within the client portfolio by pro-actively offering advice, hints and tips as well as in-depth training sessions.
Achieve high levels of quality client engagement in the early days of their PatSnap contract
Become a ‘product champion’ with absolute knowledge of the PatSnap tools
Create and maintain accurate contact and activity records in the CRM system and other platforms.
Pro-actively collect, analyse and share customer feedback with colleagues in the sales team and with product development.
Work closely with colleagues to deliver consistent service to the clients
Continuously build and maintain high levels of specialisation in the IP and patent intelligence market
Escalate all comments and queries to the head of the department for follow up.
Support the Customer Success team and all other divisions with ad hoc projects as and when required.
Organised – Meticulous in your approach to managing all aspects of your professional life.
Drive - Motivated by success, passionate and highly driven to meet and exceed both personal and professional targets.
Intelligence – Learns quickly. Demonstrates ability to quickly and proficiently understand and absorb new information.
Work Ethic – Possess a strong willingness to work hard and sometimes long hours to get the job done, has a track record of working hard.
Persistence – Demonstrates tenacity and willingness to go the extra mile.
Creativity/Innovation - Generates new and innovative approaches to problems.
Teamwork – Reaches out to peers and cooperates with supervisors to establish an overall
Educated to university degree level or equivalent.
Comfortable with the use of the Microsoft Office suite.
Computer-literate with a real enthusiasm for technology and innovation.
REQUIREMENTSSkills/Qualifications

Organised – Meticulous in your approach to managing all aspects of your professional life.
Drive - Motivated by success, passionate and highly driven to meet and exceed both personal and professional targets.
Intelligence – Learns quickly. Demonstrates ability to quickly and proficiently understand and absorb new information.
Work Ethic – Possess a strong willingness to work hard and sometimes long hours to get the job done, has a track record of working hard.
Persistence – Demonstrates tenacity and willingness to go the extra mile.
Creativity/Innovation - Generates new and innovative approaches to problems.
Teamwork – Reaches out to peers and cooperates with supervisors to establish an overall
Educated to university degree level or equivalent.
Comfortable with the use of the Microsoft Office suite.
Computer-literate with a real enthusiasm for technology and innovation.


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Published at 10 Oct 2017
Expires on 10 Dec 2017


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