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SPECTRAFORCE · 17 hours ago

Client Advocate

Columbia, SC

Full-time

Hybrid

Senior Level

$40/hr - $45/hr

5+ years exp

SPECTRAFOR is seeking a Client Advocate II to join their Commercial Client Management team. The role involves establishing and maintaining customer relationships, acting as a liaison between clients and the information systems organization, and ensuring that client needs are met through effective communication and service delivery.

ConsultingCRMInformation TechnologyLegal

Growth Opportunities

Hiring Manager

Saiesh Koul

Responsibilities

Responsible for establishing, building, and maintaining sustainable customer relationships

Ensures appropriate client communication, client focus, and client control of priorities by coordinating with the client organization at strategic, tactical, and operational levels

Works with customer to identify opportunities for innovation, cost reduction, improved efficiencies and business challenges

Acts as a liaison between I/S and customer for assigned business units

Ensures that the design and integration of proposed system, software, and hardware solutions leads to the development and growth of the business through effective use of technology

Helps the customer define their business needs as specific changes and works with the customer on priority setting

Assists in the definition of I/S work requests and completes the packaging and delivery of I/S work/audit requests estimates and supporting documentation

Negotiates final estimates, authorization, and start/completion dates for each request with customer

Provides tracking of work requests to allow better control of costs for the customer

Monitors work requests to ensure delivery of products and services based on customer’s priorities, estimates, and dates

Updates I/S Product Catalog with product features

Monitors service levels, reports actual versus agreed to service levels, and reviews service levels with the customer to determine opportunities for improvement

Establishes and reports metrics that measure I/S performance and satisfaction to customer

Reports Service Level Agreement (SLA) performance

Analyzes requested and existing SLAs for reasonableness and takes appropriate action

Reports overall customer status to the I/S Management

Acts as an account manager responsible for the collection, analysis, review, documentation, and communication of client needs and requirements

Ensures I/S solutions are tailored to the customer’s strategies by continually obtaining a complete understanding of the client’s business needs from initial requirements to final implementation

Communicates quickly and accurately

Manages political and interpersonal issues

Fosters relationships between the customer and the I/S organization as well as analyzes problems, settles disputes, and negotiates within current contractual boundaries

Acts as specialists in customer’s business and generalists in I/S products and services

Takes proactive marketing approach when communicating with customer in response to external requests for change or internal I/S product activity

Ensures customer is aware of potential offerings that could add value

Designs products and services with common components that can be leveraged across many customers

Establishes pricing, obtains approval by LOB management, and packages/delivers to customer

Focuses the communication with the customer on features offered in the I/S Product Catalog and works with I/S team to propose and build tailored, customer-focused solutions

Researches/discovers opportunities to employ the proper subsets of I/S and its products and services

Identifies the customer’s strategic business strategies and finds the right products and services to fill the customer’s need and uses internal Marketing to sell the solution

Primary responsible for supporting internal and external customer business needs

Acting as liaison between clients and the I/S organization, providing business direction to systems and programming areas on work efforts

Monitoring all I/S costs charged to clients to ensure accuracy and cost effectiveness and facilitating communications with the clients regarding costs

Supporting clients through production issues that may be encountered

Qualification

Client managementBusiness analysisStrategic thinkingMS OfficeNegotiationPresentation skillsProblem solvingFlexibilityReceiving feedback

Required

Strong communications (verbal and written) skills with assertive yet customer-focused style

Understanding of information systems, business processes, and the key drivers and measures of success for the business unit and the organization

Knowledge of the company's business practices and direction

Understanding/knowledge of technological trends used to bring solutions to business units

Previous business analysis experience

Experience to include working closely with I/T in the development/implementation of systems

Demonstrated competency in strategic thinking with strong abilities in client management and relationship building/management along with a service attitude

Demonstrated competency in management of resources to meet goals and multiple projects

Participation on multidiscipline, high-performance work teams

Ability to negotiate terms and scope of work documents

Ability to prepare and present formal presentations

Effective problem solving and conflict resolution skills

MS Office (Word, Excel, PowerPoint)

Bachelor's Degree or 4 years of job related work experience or 2 years of job related experience plus an associate's degree in any major

5 years I/T related experience to include experience in client relationship

I/S marketing and process/product improvement