Manager, Client Advocacy

Core BTS; Philadelphia (Philadelphia County); On-site; USD 110,000 - 160,000; Full time

Benefits offered by this job

Health, Vision, and Dental Insurance

Life Insurance

401(k) Plan

Disability Coverage

Generous Vacation and Flex Time Off

Job summary

NRI North America is seeking a Manager, Client Advocacy to lead a team of Client Advocate professionals and deliver exceptional client experience across North America. You will mentor staff, oversee daily operations, and drive continuous improvement in client engagement and retention.

The role focuses on aligning client needs with product and service solutions, maintaining high satisfaction, and contributing to the organization’s growth through effective pipeline management and cross-functional

Qualifications

• Bachelor's degree required in business, communications, or related field.
• 2–5 years' account management experience in IT consulting or equivalent.
• Proven prospecting and selling experience; hunter and farmer mindset.
• Experience supporting Account Executives with selling services/solutions.
• Experience interfacing with C-suite or director-level personnel.
• Strong negotiation and interpersonal skills; empathetic to client needs.
• Strategic thinker with strong problem-solving abilities.
• Familiarity with industry products or services; leadership of cross-functional initiatives.

Responsibilities

• Lead and manage a team of Client Advocate professionals with coaching and performance management.
• Oversee day-to-day operations, ensuring productivity and service quality.
• Identify training needs and provide development opportunities for staff.
• Monitor client satisfaction and proactively address issues to ensure positive experiences.
• Understand clients' business goals to provide tailored solutions and guidance.
• Manage day-to-day product sales and contribute to pipeline.
• Coordinate bi-weekly CAM Team Meetings with leadership.
• Share best practices to improve productivity and efficiency.
• Communicate product lead times to clients; set client/prospect meetings with Account Team.
• Influence monthly pipeline and participate in sales campaigns and SPIFs.
• Attend territory networking events and map accounts with top partners.
• Host events and drive attendance; create opportunities in SFDC when AE is in the field.
• Submit deal registrations and follow up on open opportunities.
• Attend joint sales meetings with AEs and participate in customer sales planning.
• Attend sales training by partners; assist with post-sales orders.

Skills

Account management

Prospecting & selling

C-Suite liaison

Negotiation

Interpersonal skills

Empathy

Strategic thinking

Team leadership

Education

Bachelor's degree in business or communications

Tools

Salesforce (SFDC)

Job description

The Manager, Client Advocacy is responsible for delivering exceptional client experience by serving as the primary point of contact and trusted advisor for key clients. This role ensures client needs are understood, issues are resolved promptly, and satisfaction with products and services is consistently high. In addition, the Manager, Client Advocacy leads a team of Client Advocate professionals, overseeing daily operations, mentoring staff, and driving continuous improvement in client engagement, retention, and overall service excellence.

Responsibilities

• Lead and manage a team of Client Advocate professionals, providing coaching, mentorship, and performance management.
• Oversee day-to-day team operations, ensuring high productivity, quality service, and adherence to best practices.
• Identify training needs and provide professional development opportunities to enhance team capabilities.
• Monitor client satisfaction and proactively address issues or concerns to ensure a positive experience.
• Understand clients' business needs, goals, and challenges to provide tailored solutions and guidance.
• Manage Day to Day product sales.
• Coordinate bi-weekly CAM Team Meetings with the Director, Revenue Operations.
• Share best practices and new ideas to improve productivity & efficiency.
• Communicate with clients regarding product lead times.
• Help set client & prospect meetings with Account Team.
• Influence a given dollar amount of pipeline monthly.
• Attend territory networking events.
• Account map with top tier one partners.
• Host networking events & drive attendance.
• Create opportunities in SFDC when AE is in the field.
• Submit deal registrations.
• Follow up on open opportunities.
• Participate in company sales campaigns and SPIFs.
• Attend joint sales meeting with assigned AEs.
• Meet with assigned AEs for customer sales planning.
• Attend sales training by tier one partners & NRI's SAs
• Assist with post sales order process of product and services.

Required Skills

• 3 to 5 years of experience in an account management role in the IT consulting industry
• Bachelor's degree in business, Communications, or a related field
• Proven record of prospecting and selling (you're a hunter AND a farmer)
• Prior experience providing support to AEs with selling services and solutions.
• Prior experience interfacing with the C-Suite and/or Director level personnel
• Strong negotiation skills
• Strong interpersonal and communication skills
• High level of empathy and commitment to client success.
• Strategic thinking and problem-solving skills.
• Familiarity with the organization's industry, products, or services.
• Proven experience managing teams or leading cross-functional client initiatives.

Benefits

You'll love working at NRI not just for the usual benefits, but for our environment and culture!

You'll work with a great group of people in a highly collaborative team and results oriented atmosphere.

You'll have the opportunity to work in a dynamic and extremely positive environment where there is always the opportunity to challenge your skills and really move the needle.

You'll work with large, sophisticated, and progressive clients throughout North America.

We provide a comprehensive benefits program including:

• Health, Vision, and Dental Insurance
• Life Insurance
• Health/Dependent Care Flexible Spending
• 401(k) Plan
• Short-Term and Long-Term Disability Coverage
• Generous Vacation and Flex Time Off Programs
• Company Paid Holidays
• Training and Development Opportunities

Notices

The above description is intended to describe the general nature and level of work performed by individuals assigned to this position. This is not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, or experience required of individuals in this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.

NRI North America is proud to be an Equal Opportunity/Affirmative Action employer.

NRI North America will accept applications on an ongoing basis.

NRI North America will consider qualified candidates with criminal histories in a manner consistent with The Los Angeles Fair Chance Initiative for Hiring Ordinance.

If you require reasonable accommodation in completing an application, interviewing, or otherwise participating in the hiring process, please direct your inquiries to [e-mail].

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.