Technical Client Advocate (Customer Success)

Responsibilities

• Strong collaboration, teamwork and relationship building skills across multiple levels and functions in the organization.
• Ability to listen, build rapport, and credibility as a strategic partner vertically within the business unit or function, as well as with leadership and functional teams.
• A strategic thinker focused on business value results that utilize technical solutions.
• Ability to set expectations with business partners and effectively leverage governance for a positive business partner experience.
• Demonstrated ability to interact with and influence C-level executives to drive business value.
• Exceptional ability to lead change using positive and collaborative methods.
• Skilled at conflict resolution and problem-solving to achieve win-win outcomes.
• Diplomacy: able to influence and motivate others using personal rather than positional power.
• Strong communication skills in writing, speaking, and presenting.
• An exceptional listener, able to comprehend what is said and probe for important details.
• Able to communicate technical or complex subject matter in business terms.
• On the behalf of the Business Partner initiate and monitor Client Technology Work Request(s) to ensure quality, timely delivery and completion within budget and priority.
• Document, analyze and understand success criteria from a business perspective for each work effort.
• Demonstrate solid knowledge of broad work delivery issues from the Technology perspective by supporting value added work requests from those that are non-value added.
• Partner with Project Managers and Product Leaders while ensuring a timely and quality updates regarding the product (e.g. project kick-offs, JADS, Scope, Design, Testing, Implementation/Post-implementation, quality survey, etc.).
• Monitor and manage the communication of client related issues, using the appropriate escalation management process (e.g. initiation, follow-up, post-Incident analysis).
• Partners with Client to identify continual service improvement initiatives that are supportive of business direction.
• Responsible for personal career development and mentoring of new or junior staff.

Qualifications

• 2+ years of experience facilitating the development and implementation of business initiatives and projects based on organizational objectives.
• Nice to have: Experience in information technology.
• Experience creating technology solutions to solve business problems (e.g. across multiple divisions or regions within a single company).
• Undergraduate degree in computer science, mathematics, engineering, business, or a related field.
• Business Relationship Manager Professional (BRMP®) certification is preferred.