Key Account Success Advocate

Vital Holdings LLC; Florida; On-site; USD 42,000 - 54,000; Full time

Job summary

Vital Holdings LLC seeks a Customer Care Agent to manage a regional portfolio and nurture long-term client relationships. The role involves partnering with internal teams to ensure client needs are met, maintain satisfaction, and drive ongoing retention.

The Client Advocate will monitor client usage, address issues, and collaborate with Sales, Ops, Care, and other departments to uphold contractual SLAs and service quality.

Qualifications

• 3+ years of industry experience.
• Knowledge of English grammar and clear communication.
• Pleasant telephone voice and manner.
• Typing speed 45–55 wpm with high accuracy.
• Proven customer support experience.
• Proficiency with 10-key by touch.

Responsibilities

• Develop and maintain strong relationships with key clients in the assigned region, understanding their Information Management strategy and future needs.
• Create a detailed plan for top customers in the region to address future Information Management needs and resolve challenges.
• Act as a customer advocate, ensuring client feedback is heard and acted upon to improve service delivery.
• Handle concerns or conflicts raised by key clients, demonstrating conflict resolution skills and maintaining positive relationships.
• Collaborate with Sales, Ops, Care, and other internal teams to deliver seamless service and solutions to accounts.
• Monitor, analyze, and report on client usage of VRC services and identify trends or risks.
• Partner with Sales & Operations to ensure SLAs and contractual commitments are met.
• Assist in training Care agents on new Enterprise client rules of engagement with VRC.
• Communicate client feedback to relevant departments for product and service improvements.

Skills

Client relationships

Communication skills

Analytical problem-solving

Time management

Team collaboration

Industry knowledge

Education

English proficiency

Typing 45-55 wpm

Job description

Vital Holdings LLC seeks a Customer Care Agent to manage a regional portfolio and nurture long-term client relationships. The role involves partnering with internal teams to ensure client needs are met, maintain satisfaction, and drive ongoing retention.

The Client Advocate will monitor client usage, address issues, and collaborate with Sales, Ops, Care, and other departments to uphold contractual SLAs and service quality.