Position Summary
The Client Advocate II plans and oversees support and service activities for company products and services for mid-sized or moderately complex client accounts. This role ensures quality service and operational performance within program and delivery standards. Develops client relationships and understands client business and product installations to identify service needs, plan service delivery, and drive proactive support mechanisms to reduce downtime and costs. Acts as a primary point of contact for clients to coordinate resolution of service incidents and escalation of technical issues.
Key Responsibilities
- Client Management: Handle escalations, inquiries, onboarding, inventory management, training, and account details for mid-sized accounts.
- Delivery Management: Coordinate with SSR & SDM for inquiries and escalations; monitor SLA performance.
- Open Call Management: Monitor and create calls for customers; escalate tickets as needed.
- Financial Support: Assist with revenue/cost forecasting and P&L for assigned accounts.
- Customer Reporting: Prepare daily, monthly, and quarterly reports; track SLA compliance.
- Project Support: Participate in client projects such as store openings or rollouts under guidance.
- Vended Services: Manage procurement, invoicing, and vendor interactions for assigned accounts.
- Sales Interaction: Support renewals and identify opportunities for expanded services.
- Other Duties: Perform related tasks as assigned.
Minimum Qualifications
- Education: Bachelor’s degree in business administration or related field (or equivalent combination).
- Experience: 5+ years in client advocacy, account management, or related roles.
- Skills:
- Proficiency in systems such as Oracle, ServiceNow, iSupport.
- Strong communication and problem-solving skills.
- Ability to manage multiple priorities in a fast-paced environment.
Complexity
Responsible for moderately complex accounts, balancing operational performance, inventory, billing, and SLA compliance. May mentor junior advocates and contribute to process improvements.