Customer Experience Manager – Corporation – Remote

RPX Corporation is seeking a Customer Experience Manager to work remotely.

You will be the liaison between the Empower team and our subscribers. Your primary responsibility will be to build and sustain strong, lasting relationships with our subscribers to ensure their success, satisfaction, and loyalty to our brand. You will report to the Vice President of Product Management.
Own key customer success metrics including product adoption, retention rate, net promoter score (NPS), expansion etc. Regularly report on these KPIs and work closely with internal teams to continually optimize our customers’ experience and outcomes.

Responsibilities:

  • Collaborate with the Empower business development team and conduct pre-sales demos for prospects across a wide variety of market segments
  • Onboard and train new customers, ensuring that they can utilize our offerings effectively and gain value swiftly
  • Conduct presentations, webinars, and lead one-on-one as well as group training sessions. Record and publish video tutorials and other documentation on new and existing features
  • Foster excellent relationships with customers to maintain high customer satisfaction and retention
  • Act as the customer advocate, collaborate with product development teams to improve the overall customer experience and satisfaction
  • Synthesize client insights into actionable requirements to help shape the product roadmap, and help test pre-release features to ensure high quality
  • Serve as the main contact point for any customer issues or conflicts, and work towards an amicable resolution
  • Pinpoint opportunities for documenting and sharing success stories, case studies, or testimonials
  • Create product marketing content including new feature announcements, email campaigns, social media posts, and collateral for industry events
  • Travel occasionally to exhibit and present at conferences and evangelize the product platform

Minimum Qualifications:

  • Bachelor’s degree in engineering or a legal background with an emphasis on intellectual property
  • Minimum 3 years of experience in developing, marketing, managing, or selling Patent related Software and/or Services
  • Solid understanding of Patent related concepts including patent litigation, prosecution, portfolio management or licensing
  • Experience with patent analytics tools would be a plus
  • Outstanding presentation skills and the ability to build relationships with key partners
  • Proficient in problem-solving and analytical thinking in a fast-paced environment
  • Excellent interpersonal, communication, and facilitation skills

Apply online at:
https://app.jobvite.com/j?aj=oxCgvfwE&s=Patently-O

Additional Info
Employer Type: Small Corporation
Job Location: Remote