Client Advocacy Specialist

Job Title: Client Advocacy Specialist

Department: Global Client Advocacy

Reports To: Director, Client Advocacy

Location: KL – Supporting NAM (North America) accounts

Working hours: Between 8am – 5pm EST/ Flexible to support client exam admin

Role Summary

The Client Advocacy Specialist (CAS) is a clientfacing role responsible for owning the daytoday health, experience, and operational delivery of an assigned client portfolio. Acting as a trusted partner, the CAS ensures contracted services are delivered as promised, escalations are managed effectively, and clients experience consistent, proactive engagement across the full lifecycle, from steadystate delivery through renewal.

This role balances relationship management, operational coordination, and datadriven insights, partnering closely with internal teams to resolve issues, mitigate risk, and reinforce client confidence. The Client Advocacy Specialist plays a critical role in protecting retention, supporting revenue outcomes, and strengthening longterm partnerships.

Key Responsibilities

Client Relationship & Advocacy

• Serve as the primary daytoday client contact for assigned accounts, building trusted relationships through proactive communication and followthrough
• Understand client priorities, risks, and success criteria, and advocate internally to ensure alignment and timely action
• Lead regular client touchpoints (operational calls, monthly/quarterly reviews) and ensure clear documentation and followup
• Act as the client's internal voice, escalating concerns appropriately while maintaining confidence and professionalism

Operational Ownership & Escalation Management

• Coordinate crossfunctional teams (Operations, Technology, Security, Candidate Care, Finance, Legal, Implementation) to deliver contracted services and resolve issues
• Manage client escalations in accordance with the Global Client Escalation Framework, ensuring visibility, accountability, and resolution within defined SLAs
• Track operational performance, risks, and dependencies, and communicate impacts clearly to clients and internal stakeholders
• Support incident reviews, rootcause analysis, and continuous improvement efforts

Client Health, Insights & Reporting

• Monitor and maintain client health indicators, including service performance, escalations, and engagement trends
• Prepare clientfacing reports and insights that demonstrate value delivered and highlight opportunities for improvement
• Maintain accurate client activity, escalations, and documentation in Salesforce and other designated systems
• Contribute to portfoliolevel reporting and leadership visibility as required

Renewal & Growth Support

• Support Commercial partners with renewal readiness by maintaining strong client health, documentation, and performance history
• Identify early risk signals (service degradation, engagement decline, competitive threats) and partner with leadership on mitigation plans
• Participate in renewal and expansion discussions as appropriate, ensuring continuity and credibility with the client

Process & Knowledge Contribution

• Follow and reinforce global Client Advocacy standards, playbooks, and ways of working
• Contribute to documentation, best practices, and process improvements to strengthen consistency and scalability
• Participate in training, enablement, and continuous skill development initiatives

Required Qualifications

• Diploma/ Bachelor's degree or equivalent professional experience preferred
• 3–5 years of experience in clientfacing roles such as Client Success, Account Management, Operations, or Program Management
• Experience managing multiple stakeholders across complex, operationally driven environments
• Demonstrated ability to manage issues, prioritize effectively, and remain composed under pressure
• Exceptional written and verbal communication skills; comfortable interacting with clients and internal stakeholders.
• Highly detail-oriented with strong documentation and process-building capabilities.
• Collaborative team player with a solutions-oriented mindset.
• Proficiency with common business tools, such as: Microsoft Office (Excel, PowerPoint, Word), SharePoint / Teams or similar collaboration platforms, CRM tools (Salesforce preferred)
• Ability to identify process efficiencies and support operational improvements.

Key Skills & Competencies

• Strong client communication and relationshipbuilding skills
• Operational mindset with attention to detail and followthrough
• Ability to manage ambiguity and navigate crossfunctional dependencies
• Clear written and verbal communication, including executivelevel updates
• Datainformed decision making and comfort working with dashboards and reports
• Proficiency with CRM tools (e.g., Salesforce) and collaboration platforms