Customer Advocate

• Assists Transportation Providers with transportation questions and concerns
• Schedules, modifies, and cancels reservations as requested
• Obtains and documents details of any complaints being filed
• Receives and documents provider concerns
• Ensures accurate trip data input
• Refers unresolved customer grievances to designated department for further investigation and resolution
• Attends all required meetings
• Supports and ensures all company policies and procedures are maintained
• Demonstrates the ability to handle the more complex inquiries from Transportation Providers and members.
• Provides mentoring, guidance, and support to more junior team members.
• Coordinates escalation procedures.
• Supports delivery and training strategies.
• Provides support to staff in pursuit of excellent customer service.
• Negotiates cost of trips outside of contractual agreements
• Answers Transportation Provider line
• Participate in other projects or duties as assigned.

Customer Advocate III

• Manage a portfolio of customers within an assigned region.
• Engage end users and key stakeholders to ensure our solutions are successfully onboarded, configured for real-world workflows, and consistently used in mission-critical scenarios.
• Build and maintain strong, trusted relationships with operational leadership and end users across your assigned customer portfolio.
• Lead regular customer touchpoints (e.g., onboarding, QBRs/EBRs, health checks) to review usage, outcomes, and future needs.
• Apply a “Good-Better-Best” framework to guide customers from basic use to advanced, integrated workflows.
• Monitor account health via adoption, license activation, utilization, and customer feedback data.

Customer Success Advocate

• Serve as the main point of contact for assigned clients
• Address client needs, resolve issues, and manage escalations promptly
• Drive contract renewals and pursue cross-sell and upsell opportunities
• Collaborate with internal departments to provide timely service
• Maintain accurate client information in Salesforce

Client Success Advocate

• Act as a liaison between insurance providers and clients regarding employee status and eligibility for coverage
• Resolve standard claim issues and provide assistance with complex or non-standard claim appeals
• Verify completion and validity of claim forms
• Review company records to determine coverage
• Calculate amounts of claims and submit for payment
• Ensure all client data is entered into CRM System (SalesForce) in a timely manner

Client Advocate, Benefits

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Client Advocate

• Works with Regional Business Development Leaders to execute business development and government relations strategies that drive growth within the regions we serve
• Builds long-term relationships with clients, teaming partners and industry leaders through high level communication, events and value-added advisory services
• Develops and maintains relationships with elected officials, government agencies, and regulatory bodies
• Serves as the primary liaison between the firm and local, state, and/or federal government stakeholders within a region or service line
• Researches and tracks infrastructure funding opportunities, public policy trends, and regulations affecting planning, design, and construction and provides economic, budget, and public policy analysis to leadership
• Represents Parkhill at selective council / commission meetings / conferences / seminars
• Works closely with regional and sector business development teams to help drive an elite client experience for existing clients
• Utilizes client relationship management system (CRM) to document leads/opportunities, client information, and client contacts
• Organizes and leads local client hospitality events

• Primary relationship owner for one or more practice clients
• Ensure all RCM work is getting done and done well
• Conduct weekly dashboard review and coordinate with the offshore team
• Create and maintain client support documentation
• Act as the communication bridge between the client's teams and the RCM Specialists

Revenue Cycle Management, Client Champion

• Serve as your client’s official liaison so their needs are quickly heard and addressed.
• Know your clients’ needs and expectations for success, and what matters to them to build trust, keep them happy, and turn them into HealthMark loyalists.
• Expedite client issues to mitigate friction or noise that negatively impacts their work.
• Keep clients informed of relevant HealthMark educational information/tips to demonstrate knowledge and enhance our reputation as leaders in the industry
• Manage and track client satisfaction in HubSpot to prevent dissatisfaction or loss of account
• Document and track all client meetings, critical conversations, and client reported issues in HubSpot to ensure proper follow up, identify trends or areas for improvement
• Document all actions taken by you on a request for information in MedRelease to ensure transparency
• Be highly knowledgeable of MedRelease and EMR request routing to optimize client's usage of our services

• Serve as a trusted advisor and primary point of contact for enterprise accounts.
• Build deep understanding of each customer’s business goals, organizational structure, challenges, and success metrics.
• Maintain accurate customer contact information; track org changes, decision makers, and stakeholders.
• Prepare and lead standardized quarterly touchpoints and QBRs, driving strategic conversations and showcasing value delivered.
• Align with customers on agency goals, program objectives, and annual business outcomes.
• Review corporate updates, roadmap changes, and trends relevant to the customer’s long-term strategy.
• Establish future meeting cadence; expand executive or stakeholder participation when necessary.
• Provide coaching post implementation to ensure smooth adoption and early value realization.
• Continuously educate customers on new product capabilities, best practices, and industry insights.
• Review usage metrics/telemetry, adoption patterns, and business case impact tied to SLAs.
• Surface whitespace opportunities based on account maturity, use cases, and operational needs.
• Conduct quarterly monitoring of support tickets (e.g., within Zendesk) to identify patterns, risks, or inefficiencies.
• Ensure SLAs are being met and review critical or unresolved support cases during QBRs.
• Track open projects, enhancement requests, and roadmap commitments; ensure transparency and follow through.
• Moderate group meetings (set agenda, establish objectives, capture actions/decisions, collect feedback, and publish recap notes).
• Assist with onboarding by distributing product knowledge materials, playbooks, and tools to accelerate time-to-value for client adoption.
• Partner with Marketing to plan and host webinars; own the end-to-end scaled education flow (promotion, delivery, recording, follow-ups, and content repository).
• Publish the monthly/quarterly newsletter highlighting product updates, best practices, recordings, and upcoming training.
• Share success stories and surface upsell/cross sell signals to Sales/Account Management based on usage patterns, maturity milestones, and customer feedback.
• Coordinate with Product and Support to ensure customers have clarity on status and next steps, attend meetings with product to fully understand product roadmap and planned enhancements.
• Act as the internal advocate for customers—translating their needs into actionable insights for Product, Engineering, Support, and Leadership.
• Deliver and document structured VoC feedback on feature requests, adoption blockers, and market trends.
• Lead renewal conversations with a proactive focus on value, outcomes, and future growth.
• Partner with Sales on cross sell and upsell opportunities, providing talking points and context based on business alignment.
• Maintain awareness of open opportunities, procurement cycles, and Salesforce pipeline activity.
• Maintain clear communication channels with customer stakeholders at all levels.
• Provide timely updates on product changes, best practices, case escalations, and risks.
• Document all key interactions, risks, and opportunities in internal systems.

Customer Success Advocate I

• Develop a trusted advisor relationship with customers, stakeholders, and executive sponsors to ensure they are leveraging the solution(s) to achieve full business value
• Serve as the voice of the customer, elicit and collect feedback to drive continuous improvement across all areas, including onboarding, training, and product development
• Educate customers on new product features and capabilities
• Partner with internal stakeholders to align account activities with the customer's business case and strategy
• Coordinate and participate in regional customer / user group meetings, designed to drive product utilization, share best practices and to obtain feedback from customers
• Monitor customer health, adoption, utilization, customer sentiment and other metrics across products and verticals, throughout the customers’ journey
• Help negotiate and drive renewals. Identify renewal risk and collaborate with internal teams to remediate and ensure a successful renewal
• Utilize multiple tools to engage with customers both proactively and reactively
• Achieve monthly, quarterly, and yearly goals and defined objectives related to customer adoption, retention, and renewals
• Identify opportunities for expansion and cross-sell
• Attend and participate in industry events and conference

• Answer inbound telephone calls from consumer & business banking customers
• Create detailed documentation on inquiries
• Maintain familiarity with systems and applications
• Provide information about basic products and services

Senior Client Advocate

• Ensures multi-channel and omni-channel Customer communications are addressed and responded to consistently and timely in a manner which satisfies Customers needs and helps to retain business and build customer loyalty
• Acts in a professional, knowledgeable, positive manner and works effectively under pressure when needed in a very fast paced environment while maintaining excellent written and verbal communication skills
• Embraces change and positively implements updated process and strategy by demonstrating a proactive approach for problem solving and communicating solutions
• Provides consult support for complex Customer inquiries needing additional research
• Informs leadership immediately if common issues arise and utilizes ability to research and analyze Customer complaints in order to provide solutions

Customer Advocate Associate Rep

• Own plant‑level customer escalations end‑to‑end, serving as the single point of accountability for resolving customer‑impacting issues related to delays, backorders, production constraints, and downtime.
• Establish clear ownership, interface clarity, and disciplined system use to ensure consistent handling of escalations and backorders across Plant Operations, Customer Service, and Sales.
• Act as the customer advocate within plant operations, representing customer impact in prioritization, decision‑making, and cross‑functional discussions.
• Ensure consistent, accurate documentation and visibility of issues through Salesforce and ERP systems, reinforcing standard processes and eliminating ad hoc tracking methods.
• Drive continuous improvement by analyzing escalation trends and root causes and providing data‑driven insights to leadership to reduce recurring issues and improve operational effectiveness.

Customer Advocate – Operations Liaison

• Provide accurate and continual communications to internal and external customers on any aspect of order fulfillment
• Order and inventory management based on forecast and other modeling
• Manage on time and in full shipments
• Project management for our external customers (developing new business with existing customers)
• Achieve all goals associated with cash flow for GPI as associated for their account
• Goals include accounts receivables and working capital management
• Participate in Lean Sigma projects and deploy continuous improvement initiatives
• Develop strong relationships with internal and external customer contacts
• Liaison between GPI and our customer on all aspects of account management
• All other duties as assigned

Customer Advocate II

• Assist clients and their employees with various benefit questions
• Handle incoming phone calls and emails
• Work under the direction of the Account Manager
• Coordinate client events such as health fairs and wellness meetings
• Complete annual benchmark reports and employee survey reports

• Responsible for high-level relationship management for one or more assigned clients that are strategic to Dark Matter Technologies.
• Serves as the primary management contact and client liaison with the responsibility for client satisfaction, maintaining client communication, and the overall management of client relationship.
• Identifies areas where continuous improvements can be applied.

Relationship Manager II, Client Success Advocate

• Answer inbound calls: Handle inbound sales and service calls—no cold calling required! Focus on helping customers and enhancing their experience.
• Consult with care: Offer thoughtful advice to help customers get the most value from their contact lens purchase on every call.
• Stay connected: Engage proactively with your manager and team through one-on-ones, team meetings, and chats, ensuring success in a virtual work environment.
• Provide top-tier service: Deliver exceptional customer service in a fast-paced, ever-changing environment. Keep calm, stay focused, and exceed expectations.
• Solve problems with ease: Identify and resolve customer issues quickly, empowering yourself to make decisions in the moment for a positive experience.
• Hit your targets: Maintain high performance metrics, including revenue per call, quality, availability, and dependability—always striving for excellence.
• Live our values: Bring your Big Hearted, Unconventional, Tenacious, and Better Together attitude to every call, chat, and interaction.

• Serve as a Customer Success Manager supporting Critical Connect/Wave PTX clients to maximize usage, value, and product satisfaction.
• Partner with customers to promote their full adoption of Motorola products and services.
• Ensure their desired outcomes are clearly documented, understood, and realized.
• Work closely with Support and Onboarding teams to ensure clients are set-up for success.
• Provide both proactive and reactive advocacy for clients, acting as the quarterback with internal resources to quickly resolve any client issues.
• Develop and implement strategies to minimize client churn.
• Drive adoption, outcomes, and annual recurring revenue and map out a customer retention strategy.

Customer Success Advocate – Critical Connect, Wave PTX

• Responsible for developing detailed work plans, schedules, project estimates, resource plans, and status reports
• Provide technical and analytical guidance to the project team
• Analyzing and documenting requirements by liaising with a range of users in the organization
• Manages the integration of vendor tasks and tracks and reviews vendor deliverables
• Primary focus is on day-to-day execution of deliverables
• Demonstrates ability to apply understanding of concepts in complex situations and to guide others

Lead Client Advocate, Technology Delivery Manager

• Serve as a primary point of contact for DHS stakeholders and advocate for customer needs across internal teams.
• Build trusted relationships with DHS, and related mission partners.
• Identify customer priorities, operational gaps, and service improvement opportunities.
• Coordinate with leadership, operations, and support teams to deliver responsive solutions.
• Support customer engagement activities across the broader Federal Law Enforcement community through briefings, status updates, and issue resolution.
• Gather customer feedback and translate it into actionable recommendations.
• Help align services and solutions with CBP operational and mission requirements.
• Track risks, issues, and follow-up actions to improve customer satisfaction and mission effectiveness.
• Coordinate overall DHS/CBP activities to support growth opportunities and engage in activities to help AMERICAN SYSTEMS expand their support to all Federal Law Enforcement organizations.

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