Description:
Job Title: Sr Client Advocate I
Position Details
- Contract to Hire
- C2 Clearance Eligibility Required
- Partial Onsite: Tuesday, Wednesday, and Thursday onsite, and as needed
- Interview Process: One-hour onsite interview with the hiring manager
Position Summary
Responsible for establishing, building, and maintaining sustainable client relationships. Ensures appropriate client communication, client focus, and client control of priorities by coordinating with client organizations at strategic, tactical, and operational levels. Works with customers to identify opportunities for innovation, cost reduction, improved efficiencies, and business challenges. Acts as the liaison between Information Systems and leadership for assigned business units and ensures technology solutions support business growth and operational success.
Essential Duties and Responsibilities
25% Account Management
- Act as account manager responsible for the collection, analysis, review, documentation, and communication of customer needs and requirements.
- Ensure Information Systems solutions are aligned with customer strategies from requirements gathering through implementation.
- Maintain a thorough understanding of customer business needs.
- Foster relationships between customers and Information Systems teams.
- Analyze problems, settle disputes, and negotiate within contractual boundaries.
- Serve as a specialist in the client's business and a generalist in Information Systems products and services.
25% Steering Support
- Help customers define business needs and translate them into actionable work requests.
- Assist customers with prioritization, budgeting, and oversight of work efforts.
- Package and deliver work request estimates and supporting documentation.
- Negotiate final estimates, approvals, and delivery schedules.
- Track work requests to ensure products and services are delivered according to customer priorities and timelines.
- Maintain and update product and service documentation.
20% Systems and Services Monitoring
- Monitor service levels and compare actual performance to agreed service levels.
- Review service performance with customers and identify opportunities for improvement.
- Establish and report performance metrics and customer satisfaction measures.
- Analyze and evaluate Service Level Agreements (SLAs).
- Provide strategic consulting support related to business and technology processes.
- Ensure project work is delivered on time, within budget, and according to customer requirements.
15% Internal Marketing
- Promote Information Systems products and services to customers.
- Identify opportunities to provide value-added solutions.
- Design and package services that can be leveraged across multiple customers.
- Establish pricing recommendations and obtain leadership approvals.
- Work with technical teams to deliver customer-focused solutions.
15% Product Improvement
- Research opportunities to leverage Information Systems products and services.
- Identify customer business strategies and align solutions to those objectives.
- Track industry trends and emerging technologies.
- Communicate business strategies and customer needs to Information Systems teams.
- Evaluate new technologies and their applicability to business needs.
Day-to-Day Responsibilities
- Serve as a liaison between customers and Information Systems teams.
- Monitor and coordinate multiple project work efforts simultaneously.
- Assist customers with requirements gathering, budget oversight, prioritization, and escalations.
- Support the Tricare customer base and related project initiatives.
- Participate as a member of multiple project teams.
- Track project status, deliverables, and customer satisfaction metrics.
- Facilitate communication between business stakeholders and technical teams.
- Review project progress and identify opportunities for process improvement.
Required Skills
- Client relationship management
- Business analysis
- Project coordination
- Strategic planning
- Customer engagement and communication
- Service Level Agreement (SLA) management
- Requirements gathering and documentation
- Conflict resolution and negotiation
- Process and product improvement
- Information Systems and business process knowledge
Nice to Have Skills
- Healthcare claims experience
- Strong project management experience
- Business analytics experience
- Workflow management experience
- Experience collaborating with internal and external stakeholders and vendors
- Tricare or government healthcare program experience
Minimum Required Skills and Abilities
- Exceptional written and verbal communication skills with a customer-focused approach.
- Strong leadership and teamwork abilities.
- Strong technical, analytical, and conceptual skills.
- Understanding of information systems, business processes, and performance measures.
- Knowledge of organizational business practices and business unit operations.
- Understanding of technology trends and their impact on business solutions.
- Strong business analysis experience across multiple lines of business.
- Experience partnering closely with Information Technology teams.
- Demonstrated strategic thinking and relationship management skills.
- Ability to manage multiple projects and competing priorities.
- Experience working on multidisciplinary, high-performance teams.
- Ability to negotiate scope, timelines, and deliverables.
- Ability to prepare and present formal presentations.
- Effective problem-solving and conflict resolution skills.
- Active listening skills.
- Strong time-management skills.
- Adaptability and resilience in changing environments.
Software/Tools
- Microsoft Office Suite
- Standard office equipment
Work Environment
Collaborative team environment supporting Tricare customers and business initiatives. Position requires working with internal business partners, Information Systems teams, and external stakeholders across multiple concurrent projects.
Education
Bachelor's Degree in any major.
Degree Equivalency
- 4 years of job-related work experience; or
- 2 years of job-related experience plus an Associate's degree in any major.
Work Experience
- 7 years of Information Technology-related experience.
- Experience in client relationship management.
- Experience in Information Systems marketing.
- Experience in process and product improvement.
Pay Transparency
- This is the pay range that Magnit reasonably expects to pay someone for this position: $43.34/hour - $54.18/hour W-2.
- Benefits: Medical, Dental, Vision, 401K (provided minimum eligibility hours are met).
QUALIFICATION/ LICENSURE :
- Work Authorization : US Citizen
- Travel Required : No travel required
- Shift timings: Not specified
