Service Delivery Manager - Patent Annuities (m/d/f)

PAVIS GmbH is one of Europe's leading service providers in the field of Intellectual Property (IP). The focus is on worldwide payment of annual fees for patents, EP validations and the maintenance of trademarks. PAVIS manages a portfolio of over 1,000,000 property rights for more than 1,500 customers. In 2020, PAVIS Payments GmbH, a subsidiary of PAVIS GmbH, received permission as a regulated payment institution by the BaFin (the German regulatory authority) and since then provides payment service to the customers of PAVIS GmbH. PAVIS has been part of Questel pay since 2021. Questel’s mission is to become one of the world's leading providers of intellectual property and innovation management solutions. Questel operates internationally from over 30 offices in the US, Asia and Europe.
As a Service Delivery Manager Annuities Front Office, you will be part of a very dedicated service delivery team which puts customer at the center. We are serving international customers across the globe and are taking care of their most valuable assets, their IP rights.
The Operations/Service Delivery function plays an integral role in our business model and is working closely with our Sales departments as well as with Client as well as Data Onboarding teams. As part of the front office team, your task will be to deliver a high quality service to our customers and support them in all aspects to maintain their IP rights.
Your main responsibilities:
Independent support of national and international new and existing customers and their IP portfolios (no acquisition activities!)
Point of contact between customers and internal departments
Presentation of client engagement model to new clients.
Build strong and positive relationships with customers at various levels
Gathering and documenting information about the business and technical conditions of customers
Identify training and knowledge needs of customers
Prepare and conduct training for customers
Independent manual and electronic order processing of national and international property right renewals incl. data recording and control for patents, utility models and designs
Quickly and professionally process customer orders & requests while adhering to Service Level Agreements (SLAs) and individual contracts.
Prepare and conduct yearly customer service reviews
Correspondence in English (in writing and by phone) with international customers
Regular processing of individual inquiries and smaller projects
Active participation in the achievement of business objectives
The perfect match...
Successfully completed education as patent paralegal; foreign language correspondent or comparable qualification
Several years of professional experience in demanding customer and order management, preferably in a service environment regularly requiring explanation
Practical work experience in IP and deadline management
Independent, reliable, detail-oriented and precise
Precise, solution-oriented and structured way of working
Commitment, initiative and distinct ability to work in a team
Strong communication skills and quick comprehension
Excellent command of English and conversational German are essential for this role. Proficiency in additional foreign languages would be a distinct advantage
Confident handling of MS-Office and a strong affinity for IT
Project management experience an advantage
What we offer...
A permanent full-time position (remote work possibilities)
An interesting, varied, autonomous task in an international environment
Pleasant and open team atmosphere
Future-oriented service company with flat hierarchies and short decision-making paths
Best of both worlds: dive into agility and growth in a dynamic setting, supported by structured onboarding and continuous learning for your success!
International teams: offices in the USA, EMEA and APAC
Work with a diverse range of prestigious international clients (Fortune 500, CAC40etc.)
Join PAVIS, be part of the Questel Group, a growing international group, and live a great human adventure!
📍 Job location : Starnberg, Germany
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Employment type
Full-Time (1.0)

Work arrangement
No