Client Advocacy Manager

About Us: Prometric is a leading provider of technology-enabled testing and assessment solutions to many of the world’s most recognized licensing and certification organizations, academic institutions, and government agencies. We support more than 7 million test takers annually at our testing locations in 180 countries around the world. With over three decades of experience working with clients of all sizes across a multitude of industry sectors, our mission is to design and deliver the highest quality and most innovative testing solutions anytime, anywhere.

JOB TITLE: Client Advocacy Manager

REPORTS TO: Director of Client Advocacy

DEPARTMENT: Client Success

LOCATION: Remote

Prometric’s Client Advocacy Managers serve as dedicated client champions and trusted advisors, responsible for building strong, enduring partnerships that drive client satisfaction, retention, and long-term growth. Acting as the voice of the client within Prometric, the Client Advocacy Manager ensures alignment across teams, proactively manages the client experience, and identifies opportunities to strengthen value delivery.

This role develops deep relationships with key stakeholders, anticipates client needs, and orchestrates cross-functional resources to ensure service excellence. The Client Advocacy Manager plays a central role in driving renewals, mitigating risk, and positioning Prometric as a strategic partner.

COMPANY BACKGROUND

Prometric (www.prometric.com) is a trusted test development and delivery provider to more than 300 organizations worldwide. Prometric serves as an industry gatekeeper, ensuring that people legitimately earn the credentials they seek to achieve, and thereby guaranteeing a fair testing experience for all who come through our doors.

Key Responsibilities

Client Advocacy & Relationship Management

• Serve as the primary advocate for assigned clients, ensuring their needs, goals, and priorities are clearly understood and represented across the organization
• Build and maintain strong, trust-based relationships with client stakeholders at multiple levels, including enterprise and strategic accounts
• Establish a consistent cadence of engagement (business reviews, performance discussions, executive touchpoints) to strengthen partnership and increase renewal likelihood
• Proactively identify and address client concerns before they escalate, maintaining high satisfaction and loyalty

Renewal & Growth Strategy

• Drive renewal strategy by monitoring account health, identifying risks early, and developing mitigation plans
• Partner with Account Directors to align on renewal timelines, value messaging, and growth opportunities
• Surface expansion opportunities that emerge from ongoing client interactions and ensure proper internal coordination
• Monitor competitive activity and proactively position Prometric’s differentiated value

Organizational Alignment & Service Delivery Oversight

• Act as the central coordination point for all client-related activities, ensuring seamless internal collaboration
• Partner cross-functionally (Technology, Test Development, Operations, etc.) to ensure consistent, high-quality delivery
• Ensure all contractual commitments, SLAs, and key deliverables are tracked, communicated, and fulfilled
• Oversee planned activities (publishing cycles, launches, implementations, etc.), serving as an organizational quarterback to drive accountability
• Elevate client feedback and insights to inform continuous service improvement

Client Management & Operational Excellence

• Maintain accurate account documentation, renewal tracking, and opportunity management within Salesforce and related systems
• Monitor account health indicators and proactively communicate risks to internal stakeholders
• Provide structured updates and reporting to both clients and internal leadership
• Support forecasting and pipeline visibility in partnership with sales leadership

Required Qualifications

• BA/BS degree or equivalent combination of education and professional experience
• 5 years of experience in client success, account management, customer advocacy, or relationship management roles managing complex service solutions
• Demonstrated success building long-term client relationships and driving renewals
• Strong organizational skills with the ability to manage multiple accounts and competing priorities
• Exceptional written and verbal communication skills, with the ability to engage both operational and executive audiences
• Experience working with SLAs, contracts, and performance metrics
• Ability to navigate cross-functional environments and influence without direct authority
• Proficiency with CRM systems (e.g., Salesforce)
• Occasional travel (less than 30%)

Prometric is an Equal Employment/Affirmative Action employer. We do not discriminate in hiring based on sex, gender identity, sexual orientation, race, color, religious creed, national origin, physical or mental disability, protected Veteran status, or any other characteristic protected by federal, state, and local law.