Customer Advocacy Job Description
Customer advocacy
provides technical resources to customers, responding to quality related customer requests and resolution of quality and technical related issues with customers.
Customer Advocacy Duties & Responsibilities
To write an effective customer advocacy job description, begin by listing detailed duties, responsibilities and expectations. We have included customer advocacy job description templates that you can modify and use.
Sample responsibilities for this position include:
Provide data expertise to core teams cross functional teams
Manage social media program development
Text analysis tool support / management
Extract, evaluate, format, and manipulate large datasets from internal and external sources
Mine data across a variety of sources and of different natures to synthesize and identify patterns, trends and relationships
Maintain and develop a library of Tableau Desktop templates with multiple waves of survey data
Develop online dashboard on Tableau Server
Ability to link internal data to customer feedback on the account-level
Document the analysis approach
Work with other departments and provide guidance or inform them of trends noticed through the complaints received
Customer Advocacy Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Customer Advocacy
List any licenses or certifications required by the position: ITIL, PMP, MSDS, SDS, IPC
Education for Customer Advocacy
Typically a job would require a certain level of education.
Employers hiring for the customer advocacy job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Business, Marketing, MBA, Education, Computer Science, Communications, Engineering, Management, Technical, Communication
Skills for Customer Advocacy
Desired skills for customer advocacy include:
Excel
Access and PowerPoint
Application of concepts
Principles
QA
Technical capabilities to perform varied tasks
Authentication protocols and servers
Regulatory/Quality Compliance in a medical device industry
Microsoft Office products
Experience in field of diabetes and CGM technology is highly desirable
Desired experience for customer advocacy includes:
Work collaboratively within a team environment to meet aggressive goals and pre-defined measurement criteria
3+ years of experience as a research analyst in the technology industry, preferably enterprise software
Experience working with large data sets and statistical analysis
Experience in Tableau and/or SPSS a plus
Voice of Customer / Customer Experience industry experience a plus, or interest in learning
Experience working with stakeholders across different regions
Customer Advocacy Examples
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Customer Advocacy Job Description
Job Description Example
Our innovative and growing company is looking for a customer advocacy. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer advocacy
- Understand, define and document systematic customer pain points
- Support the design and rollout of targeted, differentiated and valued customer/partner programs that achieve the vision and mission of the CCO and help the region
- Work with other CCO leaders to insure excellent execution in region and scalability of efforts
- Lead and manage a team responsible for the delivery and flex of the site
- Develop the strategy to automate and scale the contact routing and workgroup set up to ensure maximum flexibility for the site and the network
- Identifying and eliminating root cause barriers to productivity, and quality
- Participating in business leadership meetings
- Enable the VoC closed feedback loop process by identifying tactical and strategic improvement initiatives that create an overall portfolio of improvement projects
- Through daily support activities, strives for a high degree of customer satisfaction resulting in a positive references for the products that we support the Cloud Services that we provide
- Build and manage comprehensive customer evidence, reference and advocacy strategy and execution that engages our audiences and propels our business
Qualifications for customer advocacy
- Investigative skills to research data and query individuals to obtain necessary information
- 3+ years of experience as a data analyst preferably in the technology industry or enterprise software
- Hands-on experience in Tableau a must
- Experience working with large data sets and statistical analysis a plus
- SQL and database query experience a plus
- Prepares ROI evaluations of our participation in various thought leadership events, and measures and reports on the effectiveness and impact of activities through scorecard
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Customer Advocacy Job Description
Job Description Example
Our innovative and growing company is hiring for a customer advocacy. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer advocacy
- Define and implement a plan and regular cadence of communication that ensures awareness and use of our customer stories and related assets
- Develop metrics and reporting around Services customer reference, evidence, and advocacy impact
- Support the execution of change management solutions to integrate customer-centricity into existing systems and processes, beginning with the talent practices that support the USCM organization in partnership with Talent & Enterprise Services
- Support the identification of culture change strategies and research/help implement best practices to support the transformation journey of the organization
- Conduct analysis to assess and understand the differences in higher and lower performing parts of the organization on customer experience and employee engagement
- Assist with driving organizational capability and support the application of a transformation approach towards a customer centric culture
- Support USCM transformation efforts with culture change including supporting learning strategies that build the appropriate mindset and behaviors that enable business goals to drive an improved customer experience
- Assist with the identification and development of customer centric culture enhancement activities, tools and processes which reinforce the Common Purpose and Quality Standards and drive changes in customer satisfaction and employee engagement
- Assist with researching external trends and innovations in the customer experience space, remaining current with new change management developments and technologies
- Assists with the execution of strategies aimed at maintaining a healthy workplace culture by partnering across teams and functions
Qualifications for customer advocacy
- Experience with enterprise IT management, security, and information management software
- Independent research and analytical skills
- Engage with PU Leaders and other key business stakeholders to support their customer engagement and advocacy efforts –
- Voice of Customer experience expertise, have participated on initiatives or projects to advocate for the voice of the customer
- Strong analytical skills and the ability to translate analysis into clear and concise decks that communicate a story
- Ability to think strategically and wiliness to challenge the status quo and continually look for a better way to execute with excellence
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Customer Advocacy Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of customer advocacy. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for customer advocacy
- Foster a culture of accountability, trust, recognition and results among staff at all levels consistent with the short and long-term objectives of the organization
- Evaluates product risk and potential safety issues
- Assesses serious injuries, malfunctions and drug interactions in support of regulatory agency product surveillance reporting
- Ensures that product safety and performance analyses are data driven and scientifically sound
- Manages the worldwide complaint organization, including product safety reports for marketed products
- Communicates product safety and performance issues to management and appropriate individuals
- Recommends appropriate actions
- Ensures personal and company compliance with all local government and company regulations, policies and procedures for health, safety and environment
- Ensures conformance to company safety, quality procedures
- Working knowledge of product risk management including FMEA methodology for both pre-market development activities and post market safety surveillance activities
Qualifications for customer advocacy
- Effective communications skills including facilitation, consultation, negotiation, persuasion and presentations
- Strong team player who partners well with others, able to balance both external input with customer needs to reach the right outcome
- Previous completion of at least three transactional related projects in a non-academic setting, with demonstrated success and financial results
- High-level of communication skills across a broad technical and non-technical audience
- Collaborate with specialized units within BMO including experts in legal, media, privacy and compliance to develop integrated, customer focused solutions
- Build and foster strong relationships with BMO partners and leaders within branches, divisions, headquarters and the Customer Contact Centre
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Customer Advocacy Job Description
Job Description Example
Our company is searching for experienced candidates for the position of customer advocacy. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for customer advocacy
- Resolve escalations by providing customers with information requested through verbal and/or written correspondence and maintaining accurate records
- Assist with training initiatives and certify that all training initiatives are met
- Assist Manager with data validation and reporting
- Direct calls or correspondence to proper departments in event information is not available or requires research
- Identify possible suspicious activity or fraud during while performing Loan Servicing Activities, including possible fraud from the Origination of the loan, and make appropriate referrals for further investigation
- Ensure timely completion of tasks that are monitored for compliance by auditors
- Serve as the main contact for the borrower when handling complex customer service issues
- Track and manage data that will lead to implementing enhanced procedures and policies
- Works independently on and resolves complex issues
- Suggests and implements tactical direction for functional area
Qualifications for customer advocacy
- Find innovative, collaborative solutions to resolve escalated complex customer complaints to enhance the customer experience
- Apply strong critical thinking and negotiation skills to all customer and internal partner conversations as role representative of a centre of expertise for complaint resolution
- Make appropriate cross-selling or up-selling referrals where the opportunity allows to better service our customers
- 5 years branch experience
- 5+ years of experience with advanced analytics leveraging survey data – including drivers analysis, segmentation, principle components analysis, weighting, and others
- Strong ability to tell a compelling story with data visually
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Customer Advocacy Job Description
Job Description Example
Our company is hiring for a customer advocacy. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer advocacy
- Coaches and guides technical staff
- Investigates and processes product complaints while maintaining compliance to all regulations
- Investigation and documentation of field clinical events and follow-up with Sales Representatives
- Accountable for compliance with all Food & Drug Administration (FDA), European Union Medical Device Directives (MDD) and other regulations governing adverse event reports such as Medical Device Reports (MDR), Medical Device Vigilance (MDV) and other reports
- Under the direction of Department management, is an active participant during internal and external audits
- Document technical operating procedures for system training and user certification
- Together with Supervisor/Manager plan and implement short-term and long-term projects
- Performs planned, periodic audits of Coordinators’ and Analysts’ work to ensure compliance to departmental procedures and all applicable government regulations
- Documents audit results in written audit reports that are distributed and reviewed by department management
- Work requires a broad knowledge of Cordis products and clinical applications of such products
Qualifications for customer advocacy
- Provide expert guidance and advice to branch managers and divisional leadership to ensure the consistent and fair resolution of customer complaints
- BA/BS degree in business, analytics, statistics, market research, or information technology preferred
- 3 years of experience in compliance, audit, or regulatory examinations
- Effective listening skills are critical
- Experience with Customer interaction/feedback processes
- Bachelors Degree • Experience with Customer interaction/feedback processes