{"schemaVersion":"jobsearcher.job.v1","id":"7a195ebc445ee2dd5c49d08e","url":"https://jobsearcher.com/jobs/7a195ebc445ee2dd5c49d08e","canonicalUrl":"https://jobsearcher.com/jobs/7a195ebc445ee2dd5c49d08e","title":"Client Experience Advocate","description":"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.\nEmbedded 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.\n\nSkill Requirements: The Client Experience Advocate requires the following skills:\nClient Communication & Experience Management\nStrong verbal and written communication skills\nConflict resolution and expectation management\nProfessional presence with a focus on empathy, transparency, and trust-building\nAbility to drive conversations toward clarity, alignment, and next steps\nService Coordination & Organizational Execution\nResource scheduling and dispatch coordination\nTime management and prioritization in a fast-paced environment\nAttention to detail in documentation, categorization, and workflow execution\nAbility to manage multiple tasks while maintaining service quality\nRisk Management & Problem Resolution\nAbility to identify service delivery risks (SLA breaches, aging tickets, repeat incidents)\nCritical thinking and situational awareness\nProactive issue identification and mitigation\nAbility to navigate ambiguity and make sound decisions under pressure\nData Awareness & Customer Insight Utilization\nAbility to gather and interpret client feedback (CSAT, NPS, CES)\nAnalytical thinking to identify trends, gaps, and improvement opportunities\nExperience capturing actionable insights and communicating them to leadership\nCollaboration & Continuous Improvement\nAbility to influence without direct authority\nStrong coordination skills with technical and leadership teams\nProcess awareness and ability to identify workflow inefficiencies\nAdaptability and openness to change in evolving service environments\n\nEssential Duties and Responsibilities: The Client Experience Advocate is responsible for:\nClient Experience\nDrive clear, proactive communication (status, impact, next steps).\nTranslate technical work into client-relevant language.\nAdvocate internally to resolve delays, friction, and risk.\nEnsure interactions close with clarity and client confidence.\nTicket Flow & Risk\nMonitor tickets for risk (SLA, aging, repeat issues, client signals).\nIdentify and stabilize at-risk tickets early.\nEscalate and coordinate resolution with urgency.\nMaintain visibility of queue health.\nScheduling & Intake\nSchedule and dispatch resources based on priority and skill.\nAdjust schedules as priorities shift.\nEnsure requests are documented, categorized, and routed correctly.\nValidate urgency and impact during intake.\nClient Feedback & Insights\nConduct targeted CSAT callbacks.\nSupport NPS, CES, and VoC efforts.\nCapture and surface feedback to leadership.\nIdentify patterns and surface actionable insights.\nInfluence prioritization based on client impact.\nCollaboration & Improvement\nAct as a connector between clients, engineers, and leadership.\nSurface recurring friction and experience gaps.\nContribute to improvements in communication and workflows.\n\nThis 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.\n\nMeasures of success\nWe 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:\nClients receive clear, proactive, confidence-building communication.\nAt-risk tickets are identified and stabilized early.\nService queue maintains strong visibility and momentum.\nFeedback produces insights that improve daily service decisions.\nTeams demonstrate increased awareness of client experience.","company":"Mapletronics Computers","rawCompany":"mapletronics computers","city":"Goshen","state":"OH","isRemote":false,"isActive":false,"createdAt":"2026-07-21T12:26:19.497Z","occupations":[{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"},{"code":"29-2099.08","title":"Patient Representatives","slug":"patient-representatives"},{"code":"43-4171.00","title":"Receptionists and Information Clerks","slug":"receptionists-and-information-clerks"}],"industries":[{"code":"541512","title":"Computer Systems Design Services","slug":"computer-systems-design-services"},{"code":"541511","title":"Custom Computer Programming Services","slug":"custom-computer-programming-services"},{"code":"541513","title":"Computer Facilities Management Services","slug":"computer-facilities-management-services"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Client Experience Advocate","description":"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.\nEmbedded 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.\n\nSkill Requirements: The Client Experience Advocate requires the following skills:\nClient Communication & Experience Management\nStrong verbal and written communication skills\nConflict resolution and expectation management\nProfessional presence with a focus on empathy, transparency, and trust-building\nAbility to drive conversations toward clarity, alignment, and next steps\nService Coordination & Organizational Execution\nResource scheduling and dispatch coordination\nTime management and prioritization in a fast-paced environment\nAttention to detail in documentation, categorization, and workflow execution\nAbility to manage multiple tasks while maintaining service quality\nRisk Management & Problem Resolution\nAbility to identify service delivery risks (SLA breaches, aging tickets, repeat incidents)\nCritical thinking and situational awareness\nProactive issue identification and mitigation\nAbility to navigate ambiguity and make sound decisions under pressure\nData Awareness & Customer Insight Utilization\nAbility to gather and interpret client feedback (CSAT, NPS, CES)\nAnalytical thinking to identify trends, gaps, and improvement opportunities\nExperience capturing actionable insights and communicating them to leadership\nCollaboration & Continuous Improvement\nAbility to influence without direct authority\nStrong coordination skills with technical and leadership teams\nProcess awareness and ability to identify workflow inefficiencies\nAdaptability and openness to change in evolving service environments\n\nEssential Duties and Responsibilities: The Client Experience Advocate is responsible for:\nClient Experience\nDrive clear, proactive communication (status, impact, next steps).\nTranslate technical work into client-relevant language.\nAdvocate internally to resolve delays, friction, and risk.\nEnsure interactions close with clarity and client confidence.\nTicket Flow & Risk\nMonitor tickets for risk (SLA, aging, repeat issues, client signals).\nIdentify and stabilize at-risk tickets early.\nEscalate and coordinate resolution with urgency.\nMaintain visibility of queue health.\nScheduling & Intake\nSchedule and dispatch resources based on priority and skill.\nAdjust schedules as priorities shift.\nEnsure requests are documented, categorized, and routed correctly.\nValidate urgency and impact during intake.\nClient Feedback & Insights\nConduct targeted CSAT callbacks.\nSupport NPS, CES, and VoC efforts.\nCapture and surface feedback to leadership.\nIdentify patterns and surface actionable insights.\nInfluence prioritization based on client impact.\nCollaboration & Improvement\nAct as a connector between clients, engineers, and leadership.\nSurface recurring friction and experience gaps.\nContribute to improvements in communication and workflows.\n\nThis 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.\n\nMeasures of success\nWe 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:\nClients receive clear, proactive, confidence-building communication.\nAt-risk tickets are identified and stabilized early.\nService queue maintains strong visibility and momentum.\nFeedback produces insights that improve daily service decisions.\nTeams demonstrate increased awareness of client experience.","datePosted":"2026-07-21T12:26:19.497Z","dateModified":"2026-07-21T12:26:19.497Z","hiringOrganization":{"@type":"Organization","name":"Mapletronics Computers","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Goshen","addressRegion":"OH","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"7a195ebc445ee2dd5c49d08e"},"url":"https://jobsearcher.com/jobs/7a195ebc445ee2dd5c49d08e"}}