Client Advocate Manager in at Expedient

Expedient is hiring a Client Advocate Manager to join the team in support of our Premier Care clients. We are seeking an experienced professional who can manage the complex technical needs of Expedient clients while spearheading proactive communication strategies to elevate client satisfaction.

The ideal candidate will have a strong grasp of data center technologies, including cloud, system administration, networking, Windows operating systems, and virtualization products.

This is a hybrid role and you will be expected to regularly visit the Expedient office nearest to you. 

At Expedient, our clients rely on us to safeguard and support their data, networks, storage, and backups, making substantial technical expertise and outstanding communication skills essential for this role.  

Primary Responsibilities 

• Establish and maintain strong relationships with key contacts of assigned accounts 

• Act as primary contact and point of escalation when exceptions to standard processes arise

• Gain client confidence through product knowledge, business needs, and service patterns by regularly observing the delivery and support processes 

• Directly address client inquiries by e-mail, phone and on-site visits and retain ownership of the communication process until resolution 

• Lead client meetings, such as Service Reviews, QBRs and Strategic Roadmap planning to drive retention and expansion of assigned client base

• Ensure the completeness and accuracy of the data Expedient ticketing system and customer relationship management (CRM) system for assigned accounts 

• Audit service requests and projects to maintain consistent client experience and high level of client satisfaction with a focus on continuous improvement 

• Facilitate third level support with the Engineering team to resolve complex, technical problems 

• Accept accountability for key performance indicators (KPIs) associated with individual clients and present them in regularly scheduled service review meetings  

• Share client business requirements and new opportunities with the broader Expedient account team

Experience: 

• No less than 4 years’ experience in client facing technical support, system administration and/or IT project management 

• Proven ability to lead client interactions

• 4-year college degree, 2-year associate degree or equivalent work experience 

• Demonstrated level of understanding with Internet technologies such as: (1) principals of networking, (2) windows operating system, (3) familiarity with virtualization

• Flexibility to travel as needed up to 25% of the time for face-to-face meetings with clients, as well as regular visits to the Expedient office(s) as needed

• Strong written and verbal communication skills with ability to interpret and simplify complex topics 

• Desire to think independently, but work with a team when necessary to solve problems 

• Strong professional etiquette and conflict resolution abilities 

The salary range provided here is an estimate. It is determined by a number of things including your experience, your skills and the competitive job market.  Estimated salary range is $80,000 to $100,000 per year.

WORKING FOR EXPEDIENT
We prioritize ongoing education and continuous innovation to remain at the forefront of the information technology landscape. Our commitment to learning is reflected in our comprehensive employee training and tuition reimbursement programs, which are driven by our employees and funded by Expedient 100%.

For our full-time employees we offer an exceptional benefits package including three weeks of paid time off annually that increases with tenure plus your birthday off and a health holiday to be used for preventive care. We offer parental leave, top-tier medical, dental, and vision, disability and life insurance, at an affordable rate, wellness engagement opportunities, and a 401(k) with a generous match.

We also recognize the importance of a comfortable and convenient work environment. We offer a hybrid work model for many roles, paid parking and other perks.

Expedient is an equal opportunity employer. Qualified applicants will receive fair and equitable consideration for employment without regard to their race, color, religion, national origin, gender, protected veteran status, disability, or any other characteristic protected by law.