Service Account Manager (German speaking)

We are looking for a Service Account Manager to join our Customer Care team in Belgrade. In this role, you'll take ownership of an assigned customer portfolio-acting as a trusted advisor, resolving complex challenges, and ensuring service excellence that drives retention and long-term value.

We're looking for someone who enjoys working with people, communicates clearly and confidently, and approaches challenges with a solution-oriented mindset and strong attention to detail.

Fluency in German and English is essential, along with solid account management skills and a professional, customer-focused approach. You will collaborate with cross-functional teams and contribute to delivering excellent customer experience.

About You - experience, education, skills, and accomplishments

• A minimum of 7 years of relevant experience, including at least 5 years in a customer-facing role and 2 years in the Intellectual Property (IP) field
• Proficient in German, both oral and written
• Proficient in English
• Proficiency in MS Office 365 (Excel, Word, PowerPoint, MS Teams, Outlook)
• Bachelor's degree and/or equivalent professional experience

It would be great if you also have...

• Previous experience in leading strategic accounts
• Knowledge of patent renewal processes

What will you be doing in this role?

• Provide expert customer account management and ensure customer retention for an assigned portfolio of customers through service excellence.
• Act as a principal liaison between the customer and business departments within Clarivate, taking ownership of complex issues and working across the organization to expand and protect existing business.
• Represent Customer Care in cross-organizational projects, sales support, RFPs, new customer onboarding and system demonstrations.
• Contribute ideas and initiatives for improving services, systems and processes that will enhance customer experience.
• Analyze and understand the customer's business, renewal behavior, financial information, market activity and internal processing data to identify customer issues, trends, opportunities, and efficiency gains.
• Develop and maintain all training content and materials and enable other team members through training sessions.
• Coordinate and actively participate in customer visits, presentations, workshops, user groups, forums and/or tours.
• Support the development of Service Account Managers through effective coaching, mentoring, and acting as an escalation point for complex scenarios.

About the Team

You'll be part of a team of 15 professionals in our Customer Care Patent department. You will report directly to Manager, Customer Care.

Benefits:

• Holidays: 25 days paid leave per annum
• Private Health Insurance
• Paid Lunch
• Yearly Bonus
• Yearly Merit Plan
• My Learning Platform
• Fit Pass
• Life Insurance
• Accident Insurance
• Company bicycles for rent free of charge

Hours of Work

This is a permanent full-time position, CET working hours

This is a hybrid position; you will be expected to work from our Belgrade office 3 days every other week.

At Clarivate, we are committed to providing equal employment opportunities for all qualified 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.