Client Advocate, Sr

O'Neil Digital Solutions, LLC; Plano (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

O'Neil Digital Solutions, a leading IT consulting firm, seeks a Sr. Client Services Advocate in Plano, Texas. This role focuses on client relationship management, overseeing daily operations, and project delivery to enhance service programs successfully. Ideal candidates have strong project planning skills and a background in client services and manufacturing environments.

Qualifications

• 3-5 years relevant work experience in client services and strategic planning.
• Proficient in MS Word, MS Excel.
• Experience in Print/Production Control beneficial.

Responsibilities

• Manage client inquiries and issues, ensuring SLAs and performance metrics.
• Develop and manage timelines and project plans.
• Coordinate with production management for workflow planning.

Skills

Attention to detail

Leadership

Project planning

Client services

Education

Bachelor's degree from an accredited four-year college or university

Tools

Microsoft Office

Jira

Confluence

Job description

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Founded in 1973, O’Neil Digital Solutions (ODS) is a leading IT consulting firm specializing in the optimization of complex end-to-end business process systems for a multitude of business verticals including Financial Services, Digital Media, Healthcare, and Transportation industries. ODS provides high-touch bespoke software engineering, systems integration, and infrastructure management services to clients of all sizes and industries. From large scale mass communication projects to highly secure and confidential data analytics using Big Data frameworks like Hadoop and AWS Redshift, ODS has a broad set of proven technical capabilities that help companies make complex digital transformations. ODS offers state of the art publishing solutions through our customer-centric applications and services include electronic document delivery, web applications, high-speed digital printing (color and black & white), automated composition, offset printing, warehousing and fulfillment services. ODS is headquartered in Los Angeles, CA and also has offices/plants in Texas and North Carolina centrally located to serve clients across the country.

Summary

The Sr. Client Services Advocate’s priority is to support the Director, Client Services/Product Engineer in ensuring on-going program success, day-to-day account management, and to help build and maintain a loyal and successful relationship with the client.

Duties and Responsibilities

• Pro-active management and timely response to client inquiries and facing systems issues/reporting with day-to-day management of clients’ business activities
• Manage and monitor SLAs and performance metrics
• Plan the print, fulfillment and ePresentment workflows with production and IT management
• Develop and manage timelines, project plans, status reporting and execute associated deliverables for assigned projects/ lines of business
• Responsible for planning and maintaining capacity and plant load balance in coordination with production management
• Responsible for pricing changes to specifications (Change order implementation/process), the internal job production process, invoicing, and reporting
• Effective team management capabilities and communication skills
• Partner with the sales representative and Account Manager on meeting client and company objectives and putting together quarterly business reviews with clients
• Manage reporting requirements and assist with client invoicing
• Develop application reference guides/training for client accounts

Qualifications & Requirements

• Bachelor's degree from an accredited four-year college or university is required
• 3-5 years of relevant work experience in client services, plant manufacturing, project planning, and strategic planning in vertical markets (i.e. Healthcare, Financial Services, Retail, etc.)
• Proficient with Microsoft Office products (MS Word, MS Excel) and Jira/confluence is a plus
• Must have a keen attention to detail, a strong work ethic, and the ability to thrive in a team environment. Possess leadership abilities
• Print / Prodution Control Experience
• Good follow through and takes ownership of assigned projects
• Provides day-to-day direction to others in regards to solving problems and providing timely responses while requiring direction from the Strategic Relationship Manager
• Effective project-planning

Working Conditions

Must be able to perform the essential job duties. Work is performed primarily in an office environment. Typically requires the ability to sit for extended periods of time (66%+ each work day), ability to hear the telephone, ability to enter data on a computer and may also require the ability to lift up to 10 pounds.

Equal Opportunity Employer

O'Neil Digital Solutions is an equal opportunity employer. All aspects of employment including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.