Client Experience Advocate

Position Summary:  The Client Experience Advocate protects and elevates the client experience within MapleTronics Managed Services. This role serves as the client’s voice inside Service Delivery—driving clear communication, maintaining momentum, and ensuring clients feel informed and confident throughout service interactions. While grounded in service coordination (intake, scheduling, dispatch), this role focuses on identifying risk early, reducing friction, and improving the day-to-day client experience.

Embedded within the Helpdesk Team, this role works closely with engineers and service leaders to coordinate effectively and strengthen trust across client touchpoints. The Client Experience Advocate focuses on the active service queue and influences improvements through insight and advocacy.

Skill Requirements:  The Client Experience Advocate requires the following skills:

Client Communication & Experience Management

• Strong verbal and written communication skills
• Conflict resolution and expectation management
• Professional presence with a focus on empathy, transparency, and trust-building
• Ability to drive conversations toward clarity, alignment, and next steps

Service Coordination & Organizational Execution

• Resource scheduling and dispatch coordination
• Time management and prioritization in a fast-paced environment
• Attention to detail in documentation, categorization, and workflow execution
• Ability to manage multiple tasks while maintaining service quality

Risk Management & Problem Resolution

• Ability to identify service delivery risks (SLA breaches, aging tickets, repeat incidents)
• Critical thinking and situational awareness
• Proactive issue identification and mitigation
• Ability to navigate ambiguity and make sound decisions under pressure

Data Awareness & Customer Insight Utilization

• Ability to gather and interpret client feedback (CSAT, NPS, CES)
• Analytical thinking to identify trends, gaps, and improvement opportunities
• Experience capturing actionable insights and communicating them to leadership

Collaboration & Continuous Improvement

• Ability to influence without direct authority
• Strong coordination skills with technical and leadership teams
• Process awareness and ability to identify workflow inefficiencies
• Adaptability and openness to change in evolving service environments

Essential Duties and Responsibilities: The Client Experience Advocate is responsible for:

Client Experience

• Drive clear, proactive communication (status, impact, next steps).
• Translate technical work into client-relevant language.
• Advocate internally to resolve delays, friction, and risk.
• Ensure interactions close with clarity and client confidence.

Ticket Flow & Risk

• Monitor tickets for risk (SLA, aging, repeat issues, client signals).
• Identify and stabilize at-risk tickets early.
• Escalate and coordinate resolution with urgency.
• Maintain visibility of queue health.

Scheduling & Intake

• Schedule and dispatch resources based on priority and skill.
• Adjust schedules as priorities shift.
• Ensure requests are documented, categorized, and routed correctly.
• Validate urgency and impact during intake.

Client Feedback & Insights

• Conduct targeted CSAT callbacks.
• Support NPS, CES, and VoC efforts.
• Capture and surface feedback to leadership.
• Identify patterns and surface actionable insights.
• Influence prioritization based on client impact.

Collaboration & Improvement

• Act as a connector between clients, engineers, and leadership.
• Surface recurring friction and experience gaps.
• Contribute to improvements in communication and workflows.

This is not a comprehensive list of the responsibilities and duties associated with the position.  Additional tasks may be assigned to the Teammate from time to time and the scope of this position may change as necessitated by business demands.

Measures of success

We feel it is important to know what it means to be successful in this position.  This is what success looks like for someone in this job:

• Clients receive clear, proactive, confidence-building communication.
• At-risk tickets are identified and stabilized early.
• Service queue maintains strong visibility and momentum.
• Feedback produces insights that improve daily service decisions.
• Teams demonstrate increased awareness of client experience.