Client Advocate Manager

Job Description:

The Client Advocate Manager is responsible for serving as a client advocate for assigned Cherry Bekaert clients.  The CAM will gain detailed knowledge of the client's business and technical needs to establish trust and build long term relationships.  As the client's primary contact, the CAM is responsible for taking lead on creating/maintaining a technology strategy, implementation of projects, escalation of service issues, and recognizing opportunities to improve our client's operational efficiencies.   Ensuring client satisfaction while maintaining a consistent value proposition for our client and Cherry Bekaert is crucial.

Basic Functions:

• Accept sole responsibility for the successful relationships and complete satisfaction of assigned clients
• Take ownership of the client's technology strategy as well as the solutions we implement
• Develop a 'candid but kind' approach with our clients. Making clients aware of potential risks and providing solutions to mitigate these risks
• Function as the customer’s single point-of-contact for problem identification and resolution for issues that have been escalated by the team.
• Ensure that clients receive the service and support they expect and deserve based on our Cherry Bekaert standards and SLAs
• Work with our internal support and operations teams to verify that any client issues are resolved to completion.

Additional Duties and Responsibilities:

• Serve as the primary Cherry Bekaert representative to the client as well as represent the client as their advocate to Cherry Bekaert
• Maintain specific knowledge of the customer and how our service relates to their business strategy and goals.
• Develop in-depth knowledge of the service catalog and how it relates to customer’s needs.
• Continually seek opportunities to increase customer satisfaction and deepen customer relationships.
• Develop and maintain a technology strategy for each client
• Overly communicate with the client in all aspects of your relationship
• Ensure client has a full understanding of all business risk present in their environment
• Approve all proposals before delivery of client
• Manage the implementation of technology projects for your clients
• Regularly review and analyze support expectations as well as the adherence to our service level agreements
• Ensure complete resolution of any escalated service or client issues
• Work closely with service department to ensure the highest level of service delivery for each assigned account as well as staying aware of issues and trends
• Ensure a successful onboarding of all assigned clients
• Adhere to Cherry Bekaert Managed Services and Pro-Active Standards
• Identify areas for improvement and make constructive suggestions for change.
• Responsible for entering time and expenses in ConnectWise as they occur.
• Enter all work as activities, service tickets, or project tickets in ConnectWise.

Knowledge, Skills, and/or Abilities Required:  

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Professional IT Certifications, such as: Microsoft MCP, MCSA, or MCSE, Comptia Project , PMP (Project Management Professional), ITIL
• Knowledge and experience in cross-functional management methods and techniques.
• Knowledge of industry applications, processes, software, and equipment.
• Strong organizational, presentation, and customer service skills.
• Skill in strategic planning with an ability to think ahead and plan over a 6-12 month time span.
• Skill in planning and preparing written communications.
• Skill in leading people and getting results with a strong customer orientation.
• Interpersonal skills: such as telephony skills, communication skills, active listening and customer-care.
• Ability to multi-task and adapt to changes quickly.
• Ability to work in a team and communicate effectively.
• Service awareness of all organization’s key services for which support is being provided.
• Understanding of support tools, techniques, and how technology is used to provide services.
• Typing skills to ensure quick and accurate entry of service request details.
• Self-motivated with the ability to work in a fast moving environment.
• Technical awareness: ability to match resources to technical issues appropriately.

Educational/Vocational/Previous Experience Recommendations:

• 3-5 years of IT or related experience
• Experience working as technical business lead is a plus
• Experience in IT service industry is a plus

What you can expect from us:

• Our shared values that foster inclusion and belonging including uncompromising integrity, collaboration, trust, and mutual respect
• The opportunity to innovate and do work that motivates and engages you
• A collaborative environment focused on enabling you to further your career growth and continuous professional development
• Competitive compensation and a total rewards package that focuses on all aspects of your wellbeing
• Flexibility to do impactful work and the time to enjoy your life outside of work
• Opportunities to connect and learn from professionals from different backgrounds and with different cultures

About Cherry Bekaert

Cherry Bekaert, ranked among the largest assurance, tax and advisory firms in the U.S., serves clients across industries in all 50 U.S. states and internationally. “Cherry Bekaert” is the brand name under which Cherry Bekaert LLP and Cherry Bekaert Advisory LLC, independently owned entities, provide professional services in an alternative practice structure in accordance with applicable professional standards. Cherry Bekaert LLP is a licensed CPA firm that provides attest services, and Cherry Bekaert Advisory LLC and its subsidiary entities provide business advisory and non-attest services spanning the areas of transaction advisory, risk and accounting advisory, digital solutions, cybersecurity, tax, benefits consulting, and wealth management. For more details, visit cbh.com/disclosure.

Cherry Bekaert cares about our people. We offer competitive compensation packages based on performance that recognize the value our people bring to our clients and our Firm. The salary range for this position is $90,000 to $205,000. Individual salaries within this range are determined by a variety of factors including but not limited to the role, function and associated responsibilities, a candidate’s work experience, education, knowledge, skills, and geographic location. In addition, we offer a comprehensive, high-quality benefits program which includes annual bonus, medical, dental, and vision care; disability and life insurance; generous Paid Time Off; retirement plans; Paid Care Leave; and other programs that are dedicated to enhancing your personal and work life and providing you and your family with a measure of financial protection.

Cherry Bekaert provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, national origin, protected veteran status, disability status, or any other legally protected basis, in accordance with applicable law.  

This role is expected to accept applications for at least five calendar days.

Candidates must demonstrate eligibility to work in the United States. Cherry Bekaert will not provide work sponsorship for this position.

Cherry Bekaert LLP and Cherry Bekaert Advisory LLC are members of Allinial Global, an accountancy and business advisory global association. Visit us at cbh.com/careers and follow us on LinkedIn, Glassdoor, Instagram, Twitter and Facebook.

© 2024 Cherry Bekaert. All Rights Reserved.

Salary : $90,000 - $205,000