The Manager, Client Advocacy is responsible for delivering exceptional client experience by serving as the primary point of contact and trusted advisor for key clients. This role ensures client needs are understood, issues are resolved promptly, and satisfaction with products and services is consistently high. In addition, the Manager, Client Advocacy leads a team of Client Advocate professionals, overseeing daily operations, mentoring staff, and driving continuous improvement in client engagement, retention, and overall service excellence.
Responsibilities
Lead and manage a team of Client Advocate professionals, providing coaching, mentorship, and performance management.
Oversee day-to-day team operations, ensuring high productivity, quality service, and adherence to best practices.
Identify training needs and provide professional development opportunities to enhance team capabilities.
Monitor client satisfaction and proactively address issues or concerns to ensure a positive experience.
Understand clients’ business needs, goals, and challenges to provide tailored solutions and guidance.
Manage Day to Day product sales.
Coordinate bi-weekly CAM Team Meetings with the Director, Revenue Operations.
Share best practices and new ideas to improve productivity & efficiency.
Communicate with clients regarding product lead times.
Help set client & prospect meetings with Account Team.
Influence a given dollar amount of pipeline monthly.
Attend territory networking events.
Account map with top tier one partners.
Host networking events & drive attendance.
Create opportunities in SFDC when AE is in the field.
Submit deal registrations.
Follow up on open opportunities.
Participate in company sales campaigns and SPIFs.
Attend joint sales meeting with assigned AEs.
Meet with assigned AEs for customer sales planning.
Attend sales training by tier one partners & NRI’s SAs
Assist with post sales order process of product and services.
Required Skills
3 to 5 years of experience in an account management role in the IT consulting industry.
Bachelor’s degree in business, Communications, or a related field .
Proven record of prospecting and selling (you’re a hunter AND a farmer) .
Prior experience providing support to AEs with selling services and solutions.
Prior experience interfacing with the C-Suite and/or Director level personnel .
Strong negotiation skills .
Strong interpersonal and communication skills.
High level of empathy and commitment to client success.
Strategic thinking and problem-solving skills.
Familiarity with the organization’s industry, products, or services.
Proven experience managing teams or leading cross-functional client initiatives.
Benefits
You'll love working at NRI not just for the usual benefits, but for our environment and culture!
You'll work with a great group of people in a highly collaborative team and results oriented atmosphere.
You'll have the opportunity to work in a dynamic and extremely positive environment where there is always the opportunity to challenge your skills and really move the needle.
You’ll work with large, sophisticated, and progressive clients throughout North America.
We provide a comprehensive benefits program including: Health, Vision, and Dental Insurance, Life Insurance, Health/Dependent Care Flexible Spending, 401(k) Plan, Short-Term and Long-Term Disability Coverage, Generous Vacation and Flex Time Off Programs, Company Paid Holidays, and Training and Development Opportunities.
Notices
The above description is intended to describe the general nature and level of work performed by individuals assigned to this position. This is not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, or experience required of individuals in this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.
NRI North America is proud to be an Equal Opportunity/Affirmative Action employer.
NRI North America will accept applications on an ongoing basis.
NRI North America will consider qualified candidates with criminal histories in a manner consistent with The Los Angeles Fair Chance Initiative for Hiring Ordinance.
If you require reasonable accommodation in completing an application, interviewing, or otherwise participating in the hiring process, please direct your inquiries to CareersBegin@nri-na.com.
