Client Advocate III (Virtual-East Region)

Toshiba Global Commerce Solutions - External•New Caledonia, AR

3d•Remote

About The Position

The Client Advocate III plans and oversees enterprise-level support and service activities for company products and services for a designated client or group of clients, typically complex in nature. Ensures quality service and operational performance within the parameters of program and delivery standards. Develops client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues. Collaborates with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business.

Requirements

Bachelor’s Degree with 8+ years of experience, or equivalent combination
Experience working in multiple systems (Oracle, Service Now, iSupport, etc)

Responsibilities

Open Call Management. Monitors Calls, Creates Calls for Customers if needed and escalates tickets for Customers
Client Management for Large and Complex accounts, including but not limited to:
Leadership responsibilities for account – Meetings (internal & external)
Escalations, Inquiries, Billable reviews, Onboarding, Inventory Management support, Training, CMR (Account Details/Locations) , Global DOU
Customer Projects (Store Opening/Closing/Roll Outs/ PMs)
Conferences
Client Advocate Support Management (Large Account Team Management)
Delivery Management (SSR & SDM Interactions: Inquiries and escalations)
SLA Performance
Logistics Escalations
Parts/Equipment escalations or sourcing
Financial Support - Forecasting – Revenue / Cost, P&L, Revenue & Cost Forecasting
Customer Reporting – (Daily, Monthly, Quarterly as Required). Create reports for customer on vendor operations and quarterly/ monthly service review. Keep track of customer SLA
Vended Services Account Focus – (Procurement/PRF, Services Interactions, Invoicing)
TGCS Account Executive Interaction – Renewals, New Opportunities, Sales Support. TGCS Managed Services Sales Interaction
Perform other related duties as assigned