Client Advocacy Manager

Job Title:                                 Client Advocacy Manager

Reports To:                             Senior Manager – Client Advocacy EMEA

Department:                          Client Advocacy

Location:                                 Remote - EMEA

Hours of Work:                      37.5 hours weekly

SUMMARY

Working with relevant Client advocacy Managers and Account Directors, the Client Advocacy Manager is responsible for managing the overall relationships with the assigned clients and ensure the programs they partner with Prometric to deliver are producing the expected results. The Client Advocacy Manager will manage the day to-day operation of client testing programmes, dealing with client issues, candidate complaints and liaising with internal departments to resolve operational issues. The role also involves producing daily and monthly operational reports, supporting the client to achieve their business objectives, and to ensure compliance with contractual requirements. The Client Advocacy Manager is responsible of supporting revenue generation actions to ensure revenue quotas are achieved.

DUTIES & RESPONSIBILITIES

• Develop effective working client relationships, to understand their business drivers, business environment and expectations to successfully manage operational delivery of their testing programmes. Ensure the delivery of optimal candidate experience to the assigned clients.
• Maintain effective communication with clients and internal departments on the operational aspects of testing programme delivery and manage status of any escalations.
• Investigate candidate and client escalations to ensure they are resolved to the satisfaction of the candidate, the client and Prometric. Determine the root cause of issues and identify what corrective action may be required to ensure the problems don’t recur.
• Instigate and co-ordinate the end-to-end activities for any exam publishing or new client program set up, from working with the client on defining the business rules, candidate processes and procedures through to liaison with test publishing and channel operations through to final operational delivery.
• Co-ordinate with clients and test publishing to ensure clients exam republication schedules are achieved. Verify the exam functionality and system set up prior to deployment. Manage the deployment activity to ensure the test is available at all required locations
• Complete set up documentation to support changes to client programs and exams. Liaise with internal departments to ensure system changes are completed to the agreed process and to the required timescales.
• Identify areas for improvement (process, procedural and technology) in order to deliver a more efficient and effective testing experience for the client and candidate.
• Liaise with internal departments including technology to ensure improvements are implemented.
• Have a comprehensive understand the contractual requirements and the Service Level Measures (SLAs) that are in place with the clients. Take pro-active measures to ensure 100% contractual compliance.
• Reporting on client status and program implementation actions so all activities remain on plan.
• Produce daily/ monthly reports and analysis as required to support client contractual metrics and business requirements.
• Escalate to Account Director any opportunities for revenue growth that emerge from daily / weekly interaction with client transactional / line managers
• Raise awareness to the organization of any risks, especially client visits from competitors, mentions of competitive offers to client, etc.
• Use Prometric’s client / opportunity management tools (e.g. Salesforce.com) and methodology to effectively manage the accounts, opportunities, pipelines and forecast
• Plan and attend Executive Business Review meetings with the client in partnership with the Client Advocacy Senior Manager and the Account Director
• Achieve the assigned targets of Net Promoter Score (NPS) and revenues for the solution offered to clients, ensuring alignment with organizational goals.
• Provide support to the Client Success Team Lead and Client Success Managers by assisting with tasks, reports, and activities necessary for managing the assigned portfolio of clients.
• Any other tasks or assignments as defined by the leadership team.

QUALIFICATIONS & EXPERIENCE

• BA/BS degree or equivalent combination of education and professional experience

• 3 - 5 years account management, client success, sales support, program, project management, or relationship management roles managing complex service solutions.
• Excellent oral and written communication skills; succinctly articulates business progress, issues, challenges, and resolutions 
• Proven client relations, project management, and time management and analytical skills to produce information in a concise and timely manner
• Ability to multi-task and handle large portfolio of clients across different cultures in EMEA.
• Assumes responsibility and ownership of work product and deliverables
• Technical or product-oriented program experience preferred

Employee Benefits:

• Pension Scheme
• Healthcare Scheme
• Life Assurance
• Employee Health and Wellbeing Initiatives
• Enhanced Annual Leave
• 24/7 Employee Assistance Programme
• Enhanced Maternity/Paternity Leave
• Social Club
• Free carparking