Manager, Client Advocacy

About the role

The Manager, Client Advocacy delivers exceptional client experience by serving as the primary point of contact and trusted advisor for key clients. This role ensures client needs are understood, issues are resolved promptly, and satisfaction with products and services is consistently high. Additionally, the Manager leads a team of Client Advocate professionals, overseeing daily operations, mentoring staff, and driving continuous improvement in client engagement, retention, and overall service excellence.

Responsibilities

• Lead and manage a team of Client Advocate professionals, providing coaching, mentorship, and performance management.
• Oversee day-to-day team operations, ensuring high productivity, quality service, and adherence to best practices.
• Identify training needs and provide professional development opportunities to enhance team capabilities.
• Monitor client satisfaction and proactively address issues or concerns to ensure a positive experience.
• Understand clients’ business needs, goals, and challenges to provide tailored solutions and guidance.
• Manage day-to-day product sales.
• Coordinate bi-weekly CAM Team Meetings with the Director, Revenue Operations.
• Share best practices and new ideas to improve productivity and efficiency.
• Communicate with clients regarding product lead times.
• Help set client and prospect meetings with the Account Team.
• Influence a given dollar amount of pipeline monthly.
• Attend territory networking events.
• Account map with top tier-one partners.
• Host networking events and drive attendance.
• Create opportunities in SFDC when AE is in the field.
• Submit deal registrations.
• Follow up on open opportunities.
• Participate in company sales campaigns and SPIFs.
• Attend joint sales meetings with assigned AEs.
• Meet with assigned AEs for customer sales planning.
• Attend sales training by tier-one partners and NRI’s SAs.
• Assist with post-sales order process of product and services.

Requirements

• 3 to 5 years of experience in an account management role in the IT consulting industry.
• Bachelor’s degree in Business, Communications, or a related field.
• Proven record of prospecting and selling (you’re a hunter AND a farmer).
• Prior experience providing support to AEs with selling services and solutions.
• Prior experience interfacing with the C-Suite and/or Director-level personnel.

Skills

• Strong negotiation skills.
• Strong interpersonal and communication skills.
• High level of empathy and commitment to client success.
• Strategic thinking and problem-solving skills.
• Familiarity with the organization’s industry, products, or services.
• Proven experience managing teams or leading cross-functional client initiatives.

Benefits

• Health, Vision, and Dental Insurance.
• Life Insurance.
• Health/Dependent Care Flexible Spending.
• 401(k) Plan.
• Short-Term and Long-Term Disability Coverage.
• Generous Vacation and Flex Time Off Programs.
• Company Paid Holidays.
• Training and Development Opportunities.

You'll work with a highly collaborative team in a results-oriented atmosphere, engaging with large, sophisticated, and progressive clients throughout North America.