Client Advocate II

Spectraforce Technologies
United States, South Carolina, Columbia
Jun 17, 2025
Job Title: Client Advocate II Job Location: Columbia, SC (Partial Onsite - In office Tuesday, Wednesday, and Thursday and as needed ) Hours: 8:30am to 5pm, on-call as needed. Opportunities here and there for OT as the work dictates Duration: 12 Months Note: C2 eligibility is required. Job Summary: Duties: 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. 40% Steering Support --- 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. 30% Systems/Services Monitoring --- 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. 15% Account 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. 10% Internal Marketing --- 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. 5% Product Improvement --- 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. Day to Day: No day is the same for every Client Advocate who supports Medicare. Your day may begin with a list of priorities that change and get reordered throughout the day and week. Most of your core duties will be removing roadblocks and obstacles in order to keep work moving efficiently and financially healthy. During the day, the need to help triage and assist with incidents and outages could arise. The Team: Team consists of 7 total Client Advocates, most of which possess many years of experience. The team is very much a learning environment but also very productive at the same time. They work on efforts and tasks that range from major initiatives to small requests. The team is always central to incidents and outages and we typically facilitate those situations to remediate as quickly as possible. Job Requirements: Required Experience: 5 years I/T related experience to include experience in client relationship, I/S marketing, and process/product improvement. Education: 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. Required Technologies: Basic understanding of Information Technology processes and terminology, high level of organizational skills, non-host (server) technology, Mainframe, and applications of all types. Nice To Have: Prior experience in IT as a technician, prior experience with Project Management methodologies, Incident response, and infrastructure implementation experience. Soft Skills: High levels of communication, organizational skills, and customer-service are required for this job. Regularly communicating to IT Technicians as well as senior leadership within Medicare is a daily occurrence. Adaptability is also required for this position. Priorities shift by the day and being comfortable switching gears is key. Must be okay working with limited information and under tight deadlines.