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Customer Advocate (CA)

PURPOSE of POSITION:
The Customer Advocate (CA) is the primary point of contact for customers needing any services supplied by the Infrastructure and Data Center. The CA represents the Data Center to the customer and acts as the customer's advocate and champion in all their interactions with the Data Center. The CA continually works with Data Center staff to improve the over-all customer experience and to transform Data Center Service delivery.
MAJOR RESPONSIBILITIES/ESSENTIAL FUNCTIONS:
  • 30%: Functions as a Consultant to customers. Establishes and fosters relationships with customers, understands the customer's journey, and their Government representatives. Assists the customer in developing strategies for leveraging Data Center services to achieve their objectives.
  • 30%: Function as a knowledge broker and mentor: As a knowledge broker, establishes linkages among customers, the Government representatives and Data Center staff to facilitate the exchange of relevant information. Mentors and educates the customer about available Data Center Services, educates Data Center staff on customers' current and future needs, and facilitates resolution of issues and misunderstandings between customers and Data Center staff.
  • 25%: Support continual improvement in Data Center service delivery. Understands the customers' needs and pain points, and works with Data Center staff to improve service delivery or add services as needed to meet the customers' needs.
  • 15%: Develops and maintain knowledge artifacts by establishing a repository of education materials, checklists, and other useful information in support of the customer journey.
  • ESSENTIAL QUALIFICATIONS:
    Bachelor's Degree
    Course of Study/Major: Computer Sciences or Information Systems/Information Technology
    Type of Credentials/Licenses: PMP, ACP, or ITIL
    Related Work Experience: 10+
    Work experience / skills / abilities required to perform the job effectively.
    o Excellent verbal and written communication skills.
    o Strong interpersonal and networking skills.
    o Healthcare domain knowledge and experience with Government contracting.
    o Experience with Data Center operations including Cloud computing
    o Strong ability to multi-task and to prioritize activities effectively under deadline, with timely execution and resolution of action items.
    o Proactive mindset and approach. Ability to think several steps ahead to customer conversations, anticipate stakeholders' needs, and suggest improvements to existing processes and approaches.
    o A solution-oriented problem solver.
    o Experience creating presentations and materials that educate and inform both management and technical staff
    o Familiar with the purpose of software development and DEVOPS tools such as version control, build servers, deployment automation, service requests systems like ServiceNow, and collaboration tools like Atlassian.
    o Strong understanding of both Agile and Waterfall software development methodologies.
    This position is an individual contributor and has no supervisory responsibilities. Provides functional expertise through day-to-day work tasks. Works under the supervision of management.
    Ventech Solutions, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Ventech Solutions, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
    Ventech Solutions expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Ventech Solutions' employees to perform their job duties may result in discipline up to and including discharge.


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