Client Advocate

Qualifications:

• Bachelor's degree or 4 years of job-related work experience, OR 2 years of job-related experience plus an associate degree in any major
• 3 years of related work experience to include experience in client relationship management, IS marketing, and process/product improvement
• Experience with MS Office
• Understanding of information systems, business processes, and the key drivers and measures of success
• Understanding/knowledge of technological trends used to bring solutions to business units
• Business analysis experience
• Demonstrated competency in client management and relationship building/management along with a service attitude
• Demonstrated competency in management of resources to meet goals on multiple projects
• Participation on multidiscipline, 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

• Helps the customer define their business needs as specific changes and works with the customer on priority setting
• Assists customer in setting priorities
• Assists in the definition of work/audit requests and completes the packaging and delivery of work 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
• Monitors work requests to ensure delivery of products and services based on customers priorities, estimates, and dates
• Updates product catalog with product features
• 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 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 management