Client Advocate

3 weeks ago

Columbia, United States Hansen Talent Group Full time
Job DescriptionJob Description

Hansen Talent Group is looking to hire a Client Advocate to work with one of the largest enterprises in Columbia, SC. This is a hybrid role position requiring 2 days/week onsite in Columbia.

This role will act as a liaison between clients and the I/S organization, providing business direction to systems and programming areas on work efforts.

What You'll Do:

  • 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 service levels, reports actual versus agreed to service levels, and reviews service levels with the customer to determine opportunities for improvement. Reports Service Level Agreement (SLA) performance. Analyzes requested and existing SLAs for reasonableness and takes appropriate action.
  • 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. Fosters relationships between the customer and the I/S organization as well as analyzes problems, settles disputes, and negotiates within current contractual boundaries.
  • 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.
  • 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.


Qualifications:

  • Understanding of information systems, business processes, and the key drivers and measures of success for the business unit and the organization.
  • Demonstrated competency in management of resources to meet goals and multiple projects.
  • Bachelor's Degree
  • 5 years IT related experience to include experience in client relationship, I/S marketing, and process/product improvement.
  • Experience with ITIL process, ServiceNow, Microsoft Office.



**This position is onsite two days a week in Columbia, SC, Remote three days per week.

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