Client Advocacy Manager

Job Overview

This role involves serving as a dedicated client champion and trusted advisor, building strong partnerships to drive satisfaction, retention, and growth. It requires acting as the voice of the client, ensuring alignment across teams, managing the client experience, and identifying opportunities to strengthen value delivery. The position focuses on developing relationships with stakeholders, anticipating needs, and orchestrating cross-functional resources for service excellence, while driving renewals and mitigating risks.

Responsibilities

• Serve as the primary advocate for assigned clients, ensuring their needs, goals, and priorities are understood and represented across the organization
• Build and maintain strong, trust-based relationships with client stakeholders at multiple levels, including enterprise and strategic accounts
• Establish a consistent cadence of engagement such as business reviews, performance discussions, and executive touchpoints to strengthen partnerships and increase renewal likelihood
• Proactively identify and address client concerns before they escalate, maintaining high satisfaction and loyalty
• Drive renewal strategy by monitoring account health, identifying risks early, and developing mitigation plans
• Partner with Account Directors to align on renewal timelines, value messaging, and growth opportunities
• Surface expansion opportunities from client interactions and ensure internal coordination
• Monitor competitive activity and position the company’s differentiated value
• Act as the central coordination point for client-related activities, ensuring seamless internal collaboration
• Partner cross-functionally with Technology, Test Development, Operations, etc., to ensure high-quality delivery
• Ensure contractual commitments, SLAs, and key deliverables are tracked, communicated, and fulfilled
• Oversee planned activities like publishing cycles, launches, and implementations, driving accountability
• Elevate client feedback to inform continuous service improvement
• Maintain accurate account documentation, renewal tracking, and opportunity management in systems like Salesforce
• Monitor account health indicators and communicate risks to stakeholders
• Provide structured updates and reporting to clients and internal leadership
• Support forecasting and pipeline visibility in partnership with sales leadership

Qualifications

• BA/BS degree or equivalent