Director, Client Advocacy Strategy

Prometric
Baltimore, MD
Category Customer Service
Job Description
The Director, Client Advocacy Strategy is responsible for elevating Prometric's engagement strategy for core client segment, advocating for unique needs of high-volume clients, and driving processes, workflows, and systems for efficient and scalable support.

Requirements

  • Define and execute a global strategy for delivering a best-in-class client and candidate experience
  • Enhance operational workflows, improve cross-functional handoffs, and advance CRM/Salesforce capabilities
  • Scale enterprise level service delivery with proactive engagement and strategic planning
  • Coach, develop, and manage Client Advocacy Managers through to adopt accountability, vigilance, collaboration, and growth
  • Continuously research and implement Advocacy and account management best practices
  • Serve as a senior escalation point, guiding teams through complex challenges, deploying resources and investment, and ensuring swift resolution of critical client issues

Benefits

  • Generous Paid Time Off
  • 401k Matching
  • Retirement Plan
  • Visa Sponsorship
  • Four Day Work Week
  • Generous Parental Leave
  • Tuition Reimbursement
  • Relocation Assistance
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