Client Advocate III (Virtual-East Region)

Position Summary The Client Advocate III plans and oversees enterprise-level support and service activities for company products and services for a designated client or group of clients, typically complex in nature. Ensures quality service and operational performance within the parameters of program and delivery standards. Develops client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs. Acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues. Collaborates with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business.

Responsibilities:

Open Call Management. Monitors Calls, Creates Calls for Customers if needed and escalates tickets for Customers

Client Management for Large and Complex accounts, including but not limited to:

• Leadership responsibilities for account – Meetings (internal & external)

Escalations, Inquiries, Billable reviews, Onboarding, Inventory Management support, Training, CMR (Account Details/Locations) , Global DOU Customer Projects (Store Opening/Closing/Roll Outs/ PMs) Conferences Client Advocate Support Management (Large Account Team Management)

• Delivery Management (SSR & SDM Interactions: Inquiries and escalations)

SLA Performance Logistics Escalations Parts/Equipment escalations or sourcing Financial Support - Forecasting – Revenue / Cost, P&L, Revenue & Cost Forecasting Customer Reporting – (Daily, Monthly, Quarterly as Required). Create reports for customer on vendor operations and quarterly/ monthly service review. Keep track of customer SLA

Vended Services Account Focus – (Procurement/PRF, Services Interactions, Invoicing) TGCS Account Executive Interaction – Renewals, New Opportunities, Sales Support. TGCS Managed Services Sales Interaction

• Perform other related duties as assigned

Required Skills:

Bachelor’s Degree with 8+ years of experience, or equivalent combination

Experience working in multiple systems (Oracle, Service Now, iSupport, etc):

About the Company:

Toshiba Global Commerce Solutions is a dynamic billion-dollar global company based in Research Triangle Park, NC, providing retail store solutions to your favorite brands. Have you ever been in a hurry and made use of the self-checkout at Lowe’s Foods, earned fuel rewards at Kroger, or just paid for purchases at retailers such as Walmart, Michaels, Carrefour, The Gap, Calvin Klein, Boots, Cencosud, BJ’s, or Costco? These are just a few examples of our in-store solutions and impressive customer base that made us the world's installed market share leader.

The nature of retail is changing quickly, so if you share our 'Together Commerce' vision of a seamless two-way, participatory shopping experience, let’s get together to drive the new economy.

Toshiba Global Commerce Solutions, Inc. offers a competitive salary and generous benefits package including the following:

Group health coverage (medical, dental, & vision) Employee Assistance Programs Pre-tax spending accounts 401(k) plan (with company match) Company provided life insurance Pet Insurance Employee discounts Generous paid holiday schedule, paid vacation & sick/personal days

EEO:

Toshiba Global Commerce Solutions is an equal opportunity/affirmative action employer that evaluates qualified applicants without regard to age, ancestry, color, religious creed, disability, marital status, medical condition, genetic information, military or veteran status, national origin, race, sex, gender, gender identity, gender expression and sexual orientation or any other protected factor. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

Individuals who need a reasonable accommodation because of a disability for any part of the employment process should email benefits@toshibagcs.com to request an accommodation.

DIVERSITY, EQUITY & INCLUSION:

We at Toshiba Global Commerce Solutions firmly believe that our people are an integral part to the success of our customers. Furthermore, we’re committed to Diversity, Equity, and Inclusion for all our people as highlighted by our 5 Core Principles (Create Outreach, Foster Belonging, Unleash Opportunity, Diverse Cultural Engagement and Culture of Transparency). We’re passionate about our customers the retail industry and becoming a more responsible company as we help create a brighter future.