Client Advocacy Specialist

Prometric; Kuala Lumpur; On-site; MYR 67,000 - 100,000; Full time

Job summary

Prometric is seeking a Client Advocacy Specialist to own day‑to‑day health, experience, and operational delivery for key NAM accounts. You will act as a trusted partner, manage escalations, and ensure proactive engagement across the lifecycle from delivery through renewal.

The role balances relationship management with data‑driven insights and cross‑functional collaboration across internal teams. In this client‑facing position, you will protect retention, support revenue outcomes, and strengthen

Qualifications

• Diploma or Bachelor’s degree or equivalent professional experience.
• 3–5 years in client-facing roles such as Client Success or Account Mgmt.
• Experience handling multiple stakeholders in complex environments.
• Strong written and verbal communication; detail‑oriented and organized.
• Proficient with Salesforce and common Microsoft Office tools.

Responsibilities

• Be the primary day‑to‑day contact for assigned client accounts.
• Advocate client priorities and track risks to drive timely actions.
• Lead regular client reviews and maintain clear documentation.
• Coordinate across Operations, Technology, Security, Finance, Legal, and Implementation.
• Monitor health indicators and prepare client‑facing performance reports.

Skills

Client-facing

Account Management

Operations Coordination

Stakeholder Management

Data‑driven Insights

CRM (Salesforce)

Excel / PowerPoint

Documentation

Cross-functional Collaboration

Education

Diploma / Bachelor’s degree

Tools

Salesforce

SharePoint / Teams

Excel

PowerPoint

Word

Job description

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 client‑facing role responsible for owning the day‑to‑day 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 steady‑state delivery through renewal.

This role balances relationship management, operational coordination, and data‑driven 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 long‑term partnerships.

Key Responsibilities

Client Relationship & Advocacy

• Serve as the primary day‑to‑day client contact for assigned accounts, building trusted relationships through proactive communication and follow‑through
• 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 follow‑up
• Act as the client’s internal voice, escalating concerns appropriately while maintaining confidence and professionalism
• Coordinate cross‑functional 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, root‑cause analysis, and continuous improvement efforts

Client Health, Insights & Reporting

• Monitor and maintain client health indicators, including service performance, escalations, and engagement trends
• Prepare client‑facing 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 portfolio‑level 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 client‑facing 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.
• Strong client communication and relationship‑building skills
• Operational mindset with attention to detail and follow‑through
• Ability to manage ambiguity and navigate cross‑functional dependencies
• Clear written and verbal communication, including executive‑level updates
• Data‑informed decision making and comfort working with dashboards and reports
• Proficiency with CRM tools (e.g., Salesforce) and collaboration platforms