Principal Client Advisor

The Principal Client Advisor serves as a focal point for major clients and IT-related issues within the PCT Operations Division. The role involves providing expert customer service, formalities examination, training, and contributing to the development of PCT business processes and IT tools.

Responsibilities

• Serve as focal point for a number of "key accounts" (major applicants and their agents), analyzing the situation of each, setting up regular contacts, providing guidance and dedicated trainings to ensure a high level of customer service.
• Provide expert PCT Business input to development activities relating to the PCT system including IT tools and PCT rule changes.
• Compile and analyze workload and productivity statistics and make proposals to Operations Team Head on how to increase efficiency and timeliness of work outputs.
• Based on survey results, feedback from users, and issues raised by formalities examiners, draft inputs for the update and continuous development of the knowledge base; ensure knowledge sharing within the team.
• Examine complex and contentious international applications and reply to queries on complex examination and procedural issues ensuring legal accuracy; Identify training needs for team members and propose training plans to the Operations Team Head for approval; provide on-the-job training and coaching and monitor quality.
• Keep abreast of changes in the PCT, in particular changes in the regulatory framework and developments relating to IT tools used for processing and formalities examination, publication preparation and customer services.
• Participate as a resource person in seminars and other events when required.
• Perform other related tasks, including acting on behalf of the Operations Team Head as required.

Requirements

• First-level university degree.
• At least six years of relevant professional experience with the PCT, including an IP office or comparable working environment.
• Experience with formalities examination of patent applications.
• Experience working in providing customer service and training.
• Excellent written and spoken knowledge of English, and excellent written and spoken knowledge of either French or German.
• Knowledge of other PCT publication languages: Arabic, Chinese, Japanese, Korean, Portuguese, Russian or Spanish (desirable).
• Demonstrated ability to communicate with people from the technical and business field.
• Excellent understanding of the PCT and ability to explain or provide training on the rules, regulations and procedures governing the area of work.
• Ability to use IT tools and systems used for data capture and transmission, quality control and customer services.
• Client orientation, with the ability to deliver high quality client services with a focus on improving service execution, delivery and outcomes.
• Results-oriented.
• Excellent time management and work organization skills; highly adaptable to new environments, tasks and demands.
• Excellent analytical and problem-solving skills.
• Integrity in dealing with confidential and sensitive data.
• Excellent communication and interpersonal skills and ability to maintain effective partnerships and working relations in a multicultural environment with sensitivity and respect for diversity.

Skills

• Formalities Examination
• Patent Application Processing
• Customer Service
• Training Delivery
• PCT Rules and Procedures
• Technical Communication
• Business Communications
• IT Tools Utilization
• Data Capture Technology
• Quality Control
• Client Orientation
• Time Management
• Work Organization
• Analytical Skills
• Problem Solving
• Confidential Information Handling
• Multicultural Communication
• PCT Business Process Development

Languages

English, French, German