Client Advocacy Manager

Prometric

21h•Hybrid

About The Position

Prometric’s Client Advocacy Managers serve as dedicated client champions and trusted advisors, responsible for building strong, enduring partnerships that drive client satisfaction, retention, and long-term growth. Acting as the voice of the client within Prometric, the Client Advocacy Manager ensures alignment across teams, proactively manages the client experience, and identifies opportunities to strengthen value delivery. This role develops deep relationships with key stakeholders, anticipates client needs, and orchestrates cross-functional resources to ensure service excellence. The Client Advocacy Manager plays a central role in driving renewals, mitigating risk, and positioning Prometric as a strategic partner.

Requirements

BA/BS degree or equivalent combination of education and professional experience
5 years of experience in client success, account management, customer advocacy, or relationship management roles managing complex service solutions
Demonstrated success building long-term client relationships and driving renewals
Strong organizational skills with the ability to manage multiple accounts and competing priorities
Exceptional written and verbal communication skills, with the ability to engage both operational and executive audiences
Experience working with SLAs, contracts, and performance metrics
Ability to navigate cross-functional environments and influence without direct authority
Proficiency with CRM systems (e.g., Salesforce)
Occasional travel (less than 30%)

Responsibilities

Serve as the primary advocate for assigned clients, ensuring their needs, goals, and priorities are clearly 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 (business reviews, performance discussions, executive touchpoints) to strengthen partnership 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 that emerge from ongoing client interactions and ensure proper internal coordination
Monitor competitive activity and proactively position Prometric’s differentiated value
Act as the central coordination point for all client-related activities, ensuring seamless internal collaboration
Partner cross-functionally (Technology, Test Development, Operations, etc.) to ensure consistent, high-quality delivery
Ensure all contractual commitments, SLAs, and key deliverables are tracked, communicated, and fulfilled
Oversee planned activities (publishing cycles, launches, implementations, etc.), serving as an organizational quarterback to drive accountability
Elevate client feedback and insights to inform continuous service improvement
Maintain accurate account documentation, renewal tracking, and opportunity management within Salesforce and related systems
Monitor account health indicators and proactively communicate risks to internal stakeholders
Provide structured updates and reporting to both clients and internal leadership
Support forecasting and pipeline visibility in partnership with sales leadership