Client Advocate II

Spectraforce

Columbia, South Carolina


2 months ago

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Job Description

Title: Client Advocate II
Location: Columbia, SC (Hybrid: Onsite two days a week, Remote three days per week)
Duration: 12 Months (possibility of extension)
Minimum pay rate: $40/hr on W2


C2 clearance is needed

Required Work Experience:
5 years I/T related experience to include experience in client relationship, I/S marketing, and process/product improvement.

2-4 required technologies:
• ITIL process/ServiceNow
• Microsoft Office (Word, Excel, Access)
 
2-4 preferred/nice to have technologies:
• Telephony
• Server Infrastructure
• CICS/DB2
• Networking
• Monitoring (Splunk, AppDynamics)
 
Responsibilities:
• Responsible for supporting internal and external customer business needs across multiple lines of business
• Acting as liaison between clients and the I/S organization, providing business direction to systems and programming areas on work efforts
• Supporting clients through production incidents and Adhoc requests
 
Soft skills:
• Proactive communicator
• Able to handle a fast-paced environment
• Knows how to ask the next logical question

Duties:
Responsible for establishing, building, and maintaining sustainable customer relationships. Ensures appropriate client communication, client focus, and client control of priorities by coordinating with the client organization at strategic, tactical, and operational levels. Works with customer to identify opportunities for innovation, cost reduction, improved efficiencies and business challenges. Acts as a liaison between I/S and customer for assigned business units. Ensures that the design and integration of proposed system, software, and hardware solutions leads to the development and growth of the business through effective use of technology. •40% Steering Support --- 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 work requests to ensure delivery of products and services based on customer’s priorities, estimates, and dates. Updates I/S Product Catalog with product features. •30% Systems/Services Monitoring --- 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 I/S 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 the I/S Management. •15% Account Management --- 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. Communicates quickly and accurately. Manages political and interpersonal issues. Fosters relationships between the customer and the I/S organization as well as analyzes problems, settles disputes, and negotiates within current contractual boundaries. Acts as specialists in customer’s business and generalists in I/S products and services. •10% Internal Marketing --- 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. Focuses the communication with the customer on features offered in the I/S Product Catalog and works with I/S team to propose and build tailored, customer-focused solutions. •5% Product Improvement --- 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.

Required Skills and Abilities:
Strong communications (verbal and written) skills with assertive yet customer-focused style. Understanding of information systems, business processes, and the key drivers and measures of success for the business unit and the organization. Knowledge of the company’s business practices and direction. Understanding/knowledge of technological trends used to bring solutions to business units. Previous business analysis experience. Experience to include working closely with I/T in the development/implementation of systems. Demonstrated competency in strategic thinking with strong abilities in client management and relationship building/management along with a service attitude. Demonstrated competency in management of resources to meet goals and 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.

Required Education:
Bachelor's Degree or 4 years of job related work experience or 2 years of job related experience plus an associate’s degree in any major.

Below is the brief introduction of SPECTRAFORCE, the benefits we offer and the disclaimers:
About Us
Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE® is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential.
Learn more at: http://www.spectraforce.com
Benefits
SPECTRAFORCE® offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE® provides unpaid leave as well as paid sick leave when required by law.
EEOC:
SPECTRAFORCE® is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation.
Notice to California Applicants: SPECTRAFORCE® is committed to complying with the California Privacy Rights Act (“CPRA”) effective January 1, 2023; and all data privacy laws in the jurisdictions in which it recruits and hires employees. A Notice to California Job Applicants Regarding the Collection of Personal Information can be located on our website. Applicants with disabilities may access this notice in an alternative format by contacting NAHR@spectraforce.com.
 

About Us: Established in 2004, SPECTRAFORCE® is one of the largest and fastest-growing diversity-owned staffing firms in the US. The growth of our company is a direct result of our global client service delivery model that is powered by our state-of-the-art A.I. proprietary talent acquisition platform, robust ISO 9001:2015/ISO 27001 certified processes, and strong and passionate client engaged teams. We have built our business by providing talent and project-based solutions, including Contingent, Permanent, and Statement of Work (SOW) services to over 140 clients in the US, Canada, Puerto Rico, Costa Rica, and India. Key industries that we service include Technology, Financial Services, Life Sciences, Healthcare, Telecom, Retail, Utilities and Transportation. SPECTRAFORCE is built on a concept of “human connection,” defined by our branding attitude of NEWJOBPHORIA®, which is the excitement of bringing joy and freedom to the work lifestyle so our people and clients can reach their highest potential. Learn more at: http://www.spectraforce.com
 
Benefits: SPECTRAFORCE offers ACA compliant health benefits as well as dental, vision, accident, critical illness, voluntary life, and hospital indemnity insurances to eligible employees. Additional benefits offered to eligible employees include commuter benefits, 401K plan with matching, and a referral bonus program. SPECTRAFORCE provides unpaid leave as well as paid sick leave when required by law.

Equal Opportunity Employer: SPECTRAFORCE is an equal opportunity employer and does not discriminate against any employee or applicant for employment because of race, religion, color, sex, national origin, age, sexual orientation, gender identity, genetic information, disability or veteran status, or any other category protected by applicable federal, state, or local laws. Please contact Human Resources at LOA@spectraforce.com if you require reasonable accommodation. 
At SPECTRAFORCE , we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $40.00/hr.

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