Client success manager Jobs in Carouge

Client Advisor-24237-FTMadrid Operations Team 5, Madrid Operations Service, Madrid Operations Division, Madrid Registry, Brands and Designs SectorGrade-P2Contract Duration-2 years

Duty Station

CH-Geneva

Publication Date

12-Jul-2024

Application Deadline

09-Aug-2024, 5 : 59 : 00 PM

IMPORTANT NOTICE REGARDING APPLICATION DEADLINE : please note that the deadline for applications is indicated in local time as per the time zone of the applicant’s location.

1. Organizational Context

a. Organizational Setting

The post is located in the Madrid Operations Team 5, Madrid Operations Service, Madrid Operations Division of the Madrid Registry. The Madrid Operations Division is responsible for receiving, processing and registering international trademark applications and associated transactions. The Madrid Operations Team 5 specializes in providing personalized support to large clients, guiding them in the administration of their trademark portfolios.

b. Purpose Statement

The incumbent is required to process service requests from and provide support to a number of users for the purpose of improving efficiency, quality and user experience. The incumbent is furthermore required to identify, explore, and support continuous improvement regarding examination practice, customer support, processes and procedures, tools and knowledge sharing.

c. Reporting Lines

The incumbent works under the supervision of the Manager of the Madrid Operations Team 5.

2.Duties and Responsibilities

The incumbent will perform the following principal duties :

a. Support various users to facilitate a high level of customer service, including analyzing needs and challenges, maintaining liaison, providing guidance and trainings as required.

b. Process service requests including formality examination, classification examination and solving irregularities.

c. Analyze and recommend the optimization of processes and procedures of examination and customer service practice with a view to improving efficiency, quality and user experience.

d. Keep abreast of IT development plan and provide inputs to help strengthen business expertise.

e. Research and propose opportunities for improvement of services and tools.

f. Analyze and document knowledge and skillsets requirements and propose training needs for continuous improvement of knowledge base; facilitate knowledge sharing within the team.

g. Participate in seminars, trainings and other events when required.

h. Perform other job-related duties as required.

3.Requirements

Education (Essential)

First-level university degree.

Experience (Essential)

At least three years of relevant professional experience in the area of trademarks.

Experience (Desirable)

Experience in an Intellectual Property Office or comparable working environment. Experience in managing projects.

Language (Essential)

Excellent written and spoken knowledge of English.

Language (Desirable)

Knowledge of other official UN languages or languages of major user countries of the Madrid System.

Job Related Competencies (Essential)

Thorough understanding of the international trademark examination rules and regulations and the operational processes in the Madrid Registry.

Ability to explain the rules, regulations and procedures governing the area of work.

Customer / client-oriented, with the ability to deliver high-quality customer / client service, improving service execution, delivery and outcomes.

Excellent time management and work organization skills.

Excellent analytical and problem-solving skills.

Results-oriented.

Ability to work on own initiative and with a marked sense of teamwork and shared responsibility.

Excellent interpersonal skills and ability to maintain effective partnerships and working relations in a multicultural environment with sensitivity and respect for diversity.

Competent user of Microsoft Office applications (including Word, Excel, Outlook and PowerPoint), databases, information management systems and the internet; ability to adapt quickly to new software.

4.Organizational Competencies

1.Communicating effectively.

2.Showing team spirit.

3.Demonstrating integrity.

4.Valuing diversity.

5.Producing results.

6.Showing service orientation.

7.Seeing the big picture.

8.Seeking change and innovation.

9.Developing yourself and others.

5. Information

Mobility : WIPO staff members are international civil servants subject to the authority of the Director General and may be assigned to any activities, office or duty station of the Organization.Accordingly, the selected candidate may be required to move from time to time to new functions and / or to another duty station.

Annual salary :

Total annual salary consists of a net annual salary (net of taxes and before medical insurance and pension fund deductions) in US dollars and a post adjustment. Please note that this estimate is for information only. The post adjustment multiplier (cost of living allowance) is variable and subject to change (increase or decrease) without notice. The figures quoted below are based on the June 2024 rate of 88.5 %

Annual salary

49,254

Post adjustment

43,590

Total Salary

92,844

Currency USD

Salaries and allowances are paid in Swiss francs at the official rate of exchange of the United Nations.

Please refer to WIPO’s Staff Regulation and Rules for detailed information concerning salaries, benefits and allowances.

Additional Information

• Initial period of two years, renewable, subject to satisfactory performance. No fixed-term appointment or any extension hereof shall carry with it any expectancy of, nor imply any right to, (further) extensions or conversion to a permanent appointment.

This vacancy announcement may be used to fill other posts at the same grade with similar functions in accordance with Staff Rule 4.9.5.

Applications from qualified women as well as from qualified nationals of unrepresented Member States of WIPO and underrepresented geographical regions are encouraged. Please click on the following links for the list of unrepresented Member States and the list of underrepresented regions and the WIPO Member States in these regions.

The Organization reserves the right to make an appointment at a grade lower than that advertised.

By completing an application, candidates understand that any willful misrepresentation made on this web site, or on any other documents submitted to WIPO during the application, may result in disqualification from the recruitment process, or termination of employment with WIPO at a later date, if that employment resulted from such willful misrepresentations.

In the event that your candidature is shortlisted, you will be required to provide, in advance, a scanned copy of an identification and of the degree(s) / diploma(s) / certificate(s) required for this position. WIPO only considers higher educational qualifications obtained from an institution accredited / recognized in the World Higher Education Database (WHED), a list updated by the International Association of Universities (IAU) / United Nations Educational, Scientific and Cultural Organization (UNESCO). The list can be accessed through the link : http : / / www.whed.net / . Some professional certificates may not appear in the WHED and these will be reviewed individually.

Additional testing / interviewing may be used as a form of screening.Initial appointment is subject to satisfactory professional references.

Additional background checks may be required.