Role Name: Sr Client Advocate I
Location: Columbia, SC (Onsite 3x per week and other days if needed)
Contract length: 11 Months
C2 Clearance Required!
Interviews: In person
Team Name: Medicare Client Support
About the Team:
- Our team is composed of a manager and seven highly skilled Client Advocates. Each team member brings a unique and diverse background within the Medicare industry, contributing a wealth of knowledge and perspectives that strengthen our collective expertise. We pride ourselves on becoming innovative, out-of-the-box thinkers who approach challenges with creativity and strategic insight.
- Our culture is built on openness, transparency, and inclusivity. We foster an environment where ideas are welcomed, collaboration is encouraged, and every voice is valued. This inviting atmosphere empowers our team to work cohesively, share knowledge freely, and deliver exceptional service to our clients.
Duties/About the role:
- Responsible for establishing, building and maintaining sustainable client relationships. Ensures appropriate client communication, client focus and client control of priorities by coordinating with 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 liaison between I/S and leadership for assigned business units.
- Ensures that design and integration of proposed system, software and hardware solutions leads to development and growth of the business through effective use of technology.
- May participate in training and development of staff. May assist department managers in day-to-day operations of department.
Job Responsibilities:
- 25% Account Management: Acts as account manager responsible for collection, analysis, review, documentation and communication of customer needs and requirements. Ensures I/S solutions are tailored to customer's strategies by continually obtaining a complete understanding of customer's business needs from initial requirements to final implementation. Communicates quickly and accurately. Manages political and interpersonal issues. Fosters relationships between customer and I/S organization and analyzes problems, settles disputes and negotiates with customer within current contractual boundaries. Acts as specialist in client's business and generalist in I/S products/services.
- 25% Steering Support: Helps customer define business needs as specific changes and works with customer on priority setting. Allows customer to have major influence over I/S work priorities, therefore improving customer control over costs of products and services I/S delivers. Assists in definition of I/S work/audit requests and completes packaging/delivery of I/S work/audit requests estimates and supporting documentation to customer. Negotiates final estimates, authorization, and start/completion dates for each request with customer. Provides tracking of work requests to allow better control of costs. Monitors work requests to ensure delivery of products/services based on customer's priorities, estimates and dates. Updates I/S Product Catalog with product features.
- 20% Systems/Services Monitoring: Monitors service levels, reports actual versus agreed to service levels and reviews service levels with 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 I/S Management. Provides strategic consultancy support to assigned customers in defining of designing business or technological processes. Responsible for quality oversight of project work being done to ensure on-time delivery, within budget, with high quality and to customer specifications.
- 15% Internal Marketing: Takes proactive marketing approach when communicating with customer in response to external requests for change or internal I/S product activity. Focuses on customer needs and makes customer aware of potential offerings that could meet those needs and/or add value. Designs products/services with common components that can be leveraged across many customers. Establishes pricing, obtains approval by LOB management and packages/delivers to customer. Focuses communication with customer on features offered in I/S Product Catalog and works with I/S team to propose and build tailored, customer-focused solutions.
- 15% Product Improvement: Researches/discovers opportunities to employ proper subsets of I/S and its products/services. Identifies customer's strategic business strategies, finds the right products/services to fill customer's need and uses internal Marketing to sell solution. Researches/tracks industry trends and maintains knowledge of new technologies in area of expertise to better evaluate business unit service requests, requirements and proposals. Summarizes customer's business strategies and communicates customer's needs to I/S organization.
Day to day:
- The Client Advocate serves as the primary liaison between the IS organization and its customers, ensuring an exceptional customer experience and representing the customers interests internally.
- This role focuses on building strong relationships, resolving issues, and driving client satisfaction and retention.
Key Responsibilities:
- Act as the voice of the customer within the organization, ensuring their needs and feedback are addressed.
- Build and maintain trusted relationships with the customer, serving as a point of escalation for complex issues.
- Collaborate with internal teams to resolve customer concerns promptly and effectively.
- Educate customers on products, services, and best practices to maximize value.
- Monitor customer satisfaction and identify opportunities for improvement.
- Provide insights to influence development and service enhancements.
Required Technology:
- Infrastructure: Windows Server, Linux, IBM mainframe.
- Databases: Oracle, SQL Server, DB2.
- Security Tools: Okta, Splunk.
Required Skills and Abilities:
- Exceptional communications (verbal and written) skills with assertive yet customer-focused style.
- Strong leadership, teamwork skills and the ability to communicate with all management levels.
- Strong technical knowledge along with strong analytical and conceptual skills.
- 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 along with the assigned business area's products and processes.
- Understanding/knowledge of technological trends used to bring solutions to business units.
- Strong business analysis experience across multiple lines of business.
- Strong LOB 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 Software and Tools: Microsoft Office.
Nice To Have:
- Networking & Hardware: Dell EMC, Cisco UCS.
- Cloud & Virtualization: Azure, AWS, VMware
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.
Required Work Experience:
- 7 years I/T related experience to include experience in client relationship management, I/S marketing, and process/product improvement.
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Spectraforce Technologies
Jan 22, 2026