⭐ Your next adventure awaits here ⭐ Questel's mission is to facilitate the development of innovation in an efficient, safe and sustainable way. Questel provides an integrated platform of software and services to meet all needs in terms of intellectual property and innovation management. As an integral part of the Customer Experience Department, this role will oversee a team of IP Client Support Agents responsible for providing technical assistance to customers using our Equinox IPMS products. This role requires a deep understanding of patent law and intellectual property concepts, as well as the ability to manage technical issues, troubleshoot software problems, and deliver exceptional customer service in a timely and efficient manner. The Customer Success Manager will lead, train, and mentor the help desk team, ensuring all customer queries are resolved to a high standard. Principal duties & responsibilities: Lead, motivate, and manage a team of IP Client Support Agents Ensure the team deliver high-quality support services while maintaining a customer-first approach. Develop and implement efficient support workflows and processes to improve team productivity. Oversee the resolution of technical issues related to the Equinox IPMS products including troubleshooting software problems, systems performance issues, and user errors. Act as an escalation point for client queries and complex technical issues, offering guidance and expertise to the team. Monitor customer satisfaction and implement continuous improvements based on feedback. Continuously develop the team’s skills and technical knowledge. Track and analyze help desk performance metrics and implement improvements where necessary. Generate regular reports on team activities, customer feedback, and issue resolution. Work closely with the product and sales teams to relay customer feedback and identify opportunities for product improvements or new features. Communicate effectively with regional and global leadership on help desk performance, challenges and solutions. The perfect match Minimum of five years ’ experience in SaaS customer support (B to B), with a good ability to understand and solve technical problems A first managerial experience Knowledge of Patents filing procedures or Intellectual Property in general Fluency in English Proficient in Microsoft Office Suite Some relevant soft skills: t ime management s trong interpersonal, customer service, and telephone skills, and able to maintain, strengthen, and develop relationships autonomy and team spirit s trong problem-solving skills e ffective multi-tasking/prioritization skills effective written and oral communication skills Join Questel; a growing International Group, and live a great Human Adventure! What we offer Full-time permanent contract Hybrid working model 25 days annual leave that increases with length of service Company pension contribution Health and wellbeing support including health cash plan, employee assistance counselling and a monthly wellbeing allowance Best of both worlds: dive into agility and growth in a dynamic setting, supported by structured onboarding and continuous learning for your success! Thrive in a flat hierarchy that champions courtesy, honesty, and courage. Unlock exciting career development paths in a supportive and ambitious company. Pleasant working atmosphere in a dynamic, international setting with offices across the USA, EMEA, and APAC Work with a diverse range of prestigious international clients (Fortune 500, CAC40etc.) Driven by values of entrepreneurship, respect, and integrity, Questel is committed to growth and social responsibility. We foster an inclusive, equitable workplace where all feel respected and empowered, regardless of background. Questel is an Equal Opportunity Employer, considering all qualified applicants without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or other protected factors.