[Hiring] Client Advocate III @Toshiba Global Commerce Solutions - External

Role Description

The Client Advocate III plans and oversees enterprise-level support and service activities for company products and services for a designated client or group of clients, typically complex in nature. Ensures quality service and operational performance within the parameters of program and delivery standards. Develops client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues. Collaborates with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business.

• Open Call Management. Monitors Calls, Creates Calls for Customers if needed and escalates tickets for Customers
• Client Management for Large and Complex accounts, including but not limited to:
  • Leadership responsibilities for account – Meetings (internal & external)
  • Escalations, Inquiries, Billable reviews, Onboarding, Inventory Management support, Training, CMR (Account Details/Locations), Global DOU
  • Customer Projects (Store Opening/Closing/Roll Outs/ PMs)
  • Conferences
• Client Advocate Support Management (Large Account Team Management)
• Delivery Management (SSR & SDM Interactions: Inquiries and escalations)
  • SLA Performance
  • Logistics Escalations
• Parts/Equipment escalations or sourcing
• Financial Support - Forecasting – Revenue / Cost, P&L, Revenue & Cost Forecasting
• Customer Reporting – (Daily, Monthly, Quarterly as Required). Create reports for customer on vendor operations and quarterly/monthly service review. Keep track of customer SLA
• Vended Services Account Focus – (Procurement/PRF, Services Interactions, Invoicing)
• TGCS Account Executive Interaction – Renewals, New Opportunities, Sales Support. TGCS Managed Services Sales Interaction
• Perform other related duties as assigned

Qualifications

• Bachelor’s Degree with 8+ years of experience, or equivalent combination
• Experience working in multiple systems (Oracle, Service Now, iSupport, etc)

Benefits

• Group health coverage (medical, dental, & vision)
• Employee Assistance Programs
• Pre-tax spending accounts
• 401(k) plan (with company match)
• Company provided life insurance
• Pet Insurance
• Employee discounts
• Generous paid holiday schedule, paid vacation & sick/personal days