Client Advocate - job 4 of 5

Office Locations: Bangalore, India and Noida, India

Job Title: Client Advocate

Department: Client Support & Services

Supervisor’s Title: Manager, Client Advocacy

City: Noida

State: Uttar Pradesh

Country: India

Pay Type: Salary

Date Last Edited: May 2023

Summary of the Job:

This role focuses on customer lifecycle management, risk mitigation and issue management. Working proactively with an assigned book of CareerBuilder’s top customers, your focus will be to ensure high client engagement, adoption, and return on investment. You will partner with clients to resolve issues as they arise. You will serve as the day-to-day point of contact for all coordination and management across all products and services.

Essential Responsibilities:

Lifecycle Management:

• Partner with the Sales & Success teams to identify what your assigned sales group(s) need in terms of resources and trainings as well as prioritize, submit change requests, and track various initiatives
• Become an expert on all account's integration, product set, organizational structure, history with CB, and future roadmap/goals
• Continually measure, monitor, and drive improvement in business strategy
• Analyze and present data-driven program performance, learnings, and recommendations simply and effectively
• Orchestrate and roll out strategies to drive maximum user adoption through training segmented by persona type, training plans, optimization sessions with end users, integration set ups, etc.
• Identifies and communicates risks to the success of the solution, the client relationship, or the desired project outcomes through the duration of the customer’s contract.
  • You will need to prioritize objectives, manage relationships with sales, and leverage data and key insights to drive upsell/cross-sale opportunities leading to measurable growth

Job Requirements:

Issue Resolution:

• Serve as an intermediary between our customers and internal teams to troubleshoot technical issues by diagnosing, issue analysis, troubleshooting and triaging to the appropriate team
• Determine priority/severity of ticket escalations to ensure appropriate timeframes for corrective actions
• Communicate product changes impacting customers
• Identifies any reoccurring challenges and may recommend changes to products

Required Knowledge and Skills:

• Previous B2B Tech, Account Management / Customer Care experience in IT preferred
• Proficient in Microsoft Office products, specifically: Excel, Outlook, and PowerPoint
• Demonstrated abilities with technology including but not limited to integrations with applicant tracking systems, aggregators and HRIS Systems

Supervisory Responsibilities:

This role does not have direct reports

Education:

Bachelor’s Degree or equivalent experience

Minimum Years of Experience:

4-5 years of experience

Benefits and Perks

Connecting people with meaningful work is one of the most important things anyone can do – which means we need to support the employees who make that possible. CareerBuilder’s team enjoys a host of perks and benefits, including:

• Group Health Insurance – Acko General
• Group Personal Accidental Insurance – Acko General
• Group Term Life Insurance – Tata Aia Life Insurance
• Retirement Plan – Provident Fund
• Retirement Plan – Group Gratuity Plan (Ggp)
• Time off
  • Holidays
  • Casual Leaves
  • Sick Leaves
  • Maternity Leave
  • Paternity Leave
  • Compassionate Leave
• Employee Referral Program
• Remote Flexibility
• Rewards & Recognition Program
• Virtual Employee Events

TSR ID: 002826