About this role
⭐ Your next adventure awaits here ⭐
The IPBI Subject Matter Expert–Customer Success Manager (SME-CSM) combines technical pre-sales expertise with strategic customer success responsibilities across Questel’s IPBI solutions. The role partners with sales teams to understand prospective clients’ needs in the Nordics, the UK & South Europe, deliver compelling demonstrations and case studies, and support successful sales outcomes.
Following the sale, the SME-CSM leads tailored onboarding, training, and ongoing engagement for a selected portfolio of major and strategic accounts, particularly users of Orbit Intelligence. The role drives product adoption, satisfaction, retention, and growth while acting as a key link between customers, Key Account Managers, and the Product team.
Principal Duties & Responsibilities
1. Pre-sales & Technical Expertise
- Develop tailored case studies and present findings with sales representatives, clearly communicating their business relevance.
- Design and deliver interactive software demonstrations, seminars, and presentations aligned with prospective clients’ requirements and use cases.
- Address business and technical questions accurately, build trusted technical relationships, and support Key Account Managers in converting opportunities into sales.
- Serve as a subject matter expert for Orbit Intelligence and Orbit Intellixir; stay current with market developments, technologies, methodologies, and product enhancements.
- Keep Key Account Managers informed of new capabilities and provide product and feature training to sales teams and new employees.
2. Customer Success, Adoption & Retention
- Manage and nurture a selected portfolio of major and strategic European accounts, serving as a primary relationship contact and reinforcing the reputation of the IPBI product line.
- Deliver customized onboarding, product training, workshops, and on-site engagements to build proficiency in Orbit Intelligence, Orbit Intellixir, and relevant new features or add-ons.
- Monitor customer success and satisfaction indicators, proactively address risks of churn, and coordinate appropriate interventions with internal teams.
- Collect customer feedback, satisfaction insights, and enhancement requests through workshops, visits, conferences, and user meetings; share actionable findings with the Product team.
- Facilitate a digital user community, encouraging knowledge sharing, engagement, and adoption.
3. Growth & Cross-functional Collaboration
- Identify upsell opportunities across the Orbit suite (including Intelligence, Insight, Intellixir, and Qthena), introduce relevant new capabilities, and support Key Account Managers in closing opportunities.
- Collaborate closely with Sales, Product, and SME colleagues to align account strategies, customer needs, product priorities, and knowledge-base contributions.
- Develop educational content, including articles and webinars, to communicate product capabilities and best practices.
- Develop systematic, scalable CSM processes, practices, and tools, including appropriate automation, while maintaining strong customer relationships.
- Maintain accurate CRM and sales-management records and report insights from pre-sales, onboarding, and customer engagement activities; support special projects and other duties as assigned.
The successful candidate must be:
A master’s degree in engineering, science, or a field focused on intellectual property is required. Professional experience in in-house patent analysis or intellectual property consulting, gained through an internship or employment, is also required.
Equivalent combinations of education, experience, and training should demonstrate the following capabilities:
- Excellent analytical, organizational, writing, editing, and verbal communication skills.
- Strong presentation skills and ability to explain and demonstrate technical solutions to diverse audiences.
- Sound judgment, discretion, professionalism, and integrity.
- Excellent interpersonal skills and a proactive, collaborative, service-oriented approach.
- Ability to identify client needs, understand expectations, and recommend appropriate solutions.
- Ability to work independently and collaboratively to develop and present sales proposals.
- Experience using Orbit Intellixir is preferred.
- Proficiency with Microsoft Office applications, including Word, Excel, PowerPoint, and Visio.
- Demonstrated ability to use AI tools to support presentation development.
- Self-motivation, initiative, responsiveness, and commitment to completing assignments effectively.
- Fluency in English and Italian is required.
If you’ve got this far down the page, we’re hoping it’s because something has resonated with you. Our biggest piece of advice when applying for this role is to be yourself, be curious and look for ways to enjoy and learn from the process. The rest will fall into place.
Join Questel, a growing international company, and live a great human adventure! 🤝
What we have to offer…
- Full time - permanent contract
- Flexible working hours, hybrid office/home working
- An inclusive culture and international team: Offices in the USA, EMEA and APAC
- Best of both worlds: agility and growth with structured onboarding and continuous learning
- A friendly team of intelligent, techy, creative and supportive people. We believe having fun is key to our wellbeing and our ability to produce high quality work
Job location : France, preferably Paris, Grenoble, Montpellier or Sophia-Antipolis (with remote possibilities)
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.