Sr Client Advocate I

Companion Data Services•State College, PA

2d•Onsite

About The Position

The Senior Client Advocate serves as the central point of contact for contract-related issues, managing incoming requests and directing them to appropriate support areas. The role establishes and maintains client relationships, coordinates communication and priorities at strategic, tactical, and operational levels, and identifies opportunities for innovation, cost reduction, efficiency improvements, and solutions to business challenges. It acts as a liaison between I/S and leadership for assigned business units and ensures technology solutions support business development. The role may participate in staff training and development and assist department managers with daily operations. The position manages customer needs and requirements, aligns I/S solutions with customer strategies, negotiates and tracks work requests, and monitors service levels and project quality. It also helps customers define priorities, reports service-level performance and customer status to I/S management, and provides strategic consultancy. The role proactively communicates relevant products and services, develops tailored solutions, and researches customer needs, industry trends, and technology opportunities. This is a full-time, fully onsite position in Columbia, South Carolina; State College, Pennsylvania; or Dallas, Texas. Occasional on-call work, nights, and weekends may be required in response to client incidents or Disaster Recovery. The position is not eligible for sponsorship now or in the future.

Requirements

Bachelor's degree.
Seven years of I/T-related experience, including client relationship management, I/S marketing, and process or product improvement.
Alternatively, an associate degree plus two additional years of job-related experience for a total of nine years of required work experience, or 11 total years of required work experience.
Exceptional verbal and written communication skills, with an assertive yet customer-focused style.
Strong leadership and teamwork skills and the ability to communicate with all management levels.
Strong technical knowledge, analytical skills, and conceptual skills.
Understanding of information systems, business processes, and key drivers and measures of success for a business unit and the organization.
Knowledge of company business practices and direction, and of the assigned business area's products and processes.
Understanding of technology trends used to develop solutions for business units.
Strong business analysis experience across multiple lines of business.
Strong line-of-business experience, including working closely with I/T in system development and implementation.
Demonstrated strategic thinking, client management, relationship-building and management abilities, and a service attitude.
Demonstrated ability to manage resources to meet goals and manage multiple projects.
Experience participating on multidisciplinary, 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.
Proficiency with Microsoft Office.

Nice To Haves

Prior IT project management, IT business analysis, IT account management, IT solutions, IT operations, or similar experience.
Knowledge of commercial healthcare claims.

Responsibilities

Serve as the central point of contact for contract-related issues, manage incoming requests, and route each request to the appropriate support area.
Build and maintain sustainable client relationships and coordinate client communication, focus, and priorities at strategic, tactical, and operational levels.
Identify opportunities for innovation, cost reduction, improved efficiencies, and resolution of business challenges.
Act as a liaison between I/S and leadership for assigned business units and ensure proposed technology solutions support business needs.
Collect, analyze, review, document, and communicate customer needs and requirements, aligning I/S solutions with customer strategies from initial requirements through implementation.
Foster customer relationships with the I/S organization, analyze problems, settle disputes, and negotiate within contractual boundaries.
Help customers define business needs and priorities, prepare and deliver work or audit request estimates and supporting documentation, and negotiate authorization and delivery dates.
Track work requests and monitor delivery of products and services against customer priorities, estimates, and dates.
Monitor service levels, report performance against agreed service levels and SLAs, establish customer satisfaction and I/S performance metrics, and identify opportunities for improvement.
Report overall customer status to I/S management and provide strategic consultancy on business or technology processes.
Provide quality oversight of project work to support on-time, on-budget delivery that meets quality standards and customer specifications.
Proactively communicate relevant I/S products and services, develop tailored customer-focused solutions, and coordinate pricing, approvals, and delivery.
Research customer strategies, industry trends, and new technologies; identify suitable products and services; and communicate customer needs to the I/S organization.
May participate in staff training and development and assist department managers with day-to-day operations.