Customer Advocate

**Responsibilities**:
**What will you contribute?**

Customer Advocates are a critical role in Global Support to provide a world-class customer experience. The Customer advocate will aim to increase customer success through improved customer experience and engagement models and owning the client relationship for Global Support. They will work to improve the customer outcomes by understanding and measuring the value delivered to the customer’s business and encouraging adoption of our latest software releases. The customer advocate role will embed a deep customer-centred culture where our staff are empowered to take decisions to lower customer effort and increase their satisfaction with our solutions and our support.

The Customer Advocate (CA) acts as the primary point of contact to our customers. The CA is responsible to meet the customer’s and Finastra’s objectives for new product releases, maintenance, and defects with combination of Account Management They ensure that customers and Finastra are coordinated on the status of each raised issue, and agree on priorities.

The CA reports to the CA MANAGER and will have a strong relationship with the Account Managers.

**Responsibilities & Deliverables**:
Your deliverables as a **Customer Advocate** will include, but are not limited to, the following:
Account management:

- Hold regular calls with customer to ensure the customers and Finastra are in sync on the status of each raised issue & agree on priorities
- Discuss cases that fall under Case Management Rules
- Review emergency support requests
- Provide and review relevant dashboards (at the operational level, whereas CEM would review at key governance meetings)
- Face to Face meetings at least once a year with highest priority customers, where required (may not be for all customers)
- Promote self-service; use of knowledge base and documentation portal
- Identify training or premium support services opportunities
- Identify Finastra solution or upgrade opportunities; pass on to Account Team
- As required and as needed, take part in user groups and other customer events, supporting Regional CE leaders or Product Leaders in the process
- Ensure customer has up to date contact information and escalation path
- PS to CS handover - take active part in and with L2
- Monthly support dashboard review, monthly backlog review, monthly system review, and quarterly service enablement
- Ensure SFDC records for customers are up to date: Product versions and CA name; Meeting minutes are loaded into SFDC
- If required, provide input into CS forums such as User Groups and represent customer priorities, as geography allows (in person or virtual)

Escalation management
- Create and manage project plans, schedules, deliverables and services to the customer, as well as to the Delivery, Services and Product groups
- Escalation Management including chasing cases to closure
- Work with L2, Development and Product Management to ensure open issues are being resolved and customer needs being met
- Work with product management to progress enhancement requests
- Track, communicate and escalate issues that can impact project success
- Manage problem resolutions and any escalations when required

Internal Support
- Maintain and enforce standards for PS to CS handovers for transition of assigned clients in and out of Global Services/Professional Services
- Advocate for the client with Sales or PS to contract for needed services

**Required Experience**:

- University or college degree and/or equivalent experience;
- ** 2-5** years of progressive experience in a client relationship capacity (Project manager, Account manager)
- Experience within the Financial industry working with high profile clients
- Project management experience to support the successful execution of the client experience road map and delivery of projects that will support our clients’ business