Fast Facts

The Director, Client Advocacy Strategy at Prometric is an experienced leader responsible for enhancing engagement strategies for high-volume clients, ensuring streamlined service delivery and proactive issue management.

Responsibilities: Key responsibilities include defining client engagement strategies, enhancing operational workflows, coaching Client Advocacy Managers, leading team escalation processes, and implementing best practices for client satisfaction.

Skills: Required skills include strong communication, strategic thinking, and leadership abilities, particularly in client-facing roles and team management.

Qualifications: Preferred qualifications include a Bachelor's degree and 7+ years in client advocacy or account management, along with experience leading global teams and transforming service delivery models.

Location: This position is based in the USA with a commitment to 30% travel.

Compensation: Not provided by employer. Typical compensation ranges for this position are between $120,000 - $180,000.

JOB TITLE: Director, Client Advocacy - Strategy

REPORTS TO: VP, Global Client Advocacy

DEPARTMENT: Client Success

LOCATION: USA

JOB OVERVIEW

The Director, Client Advocacy is an experienced and operationally minded leader responsible for elevating Prometric’s engagement strategy for our core client segment. This role focuses on advocating for the unique needs of high-volume clients while driving the processes, workflows, and systems required to deliver consistent, efficient, and scalable support. The Director will lead global client-facing teams that interact most frequently with this segment, ensuring streamlined service delivery, proactive issue management, and a frictionless client experience. In addition to client advocacy, this position will play a critical leadership role in enhancing operational workflows, improving cross-functional handoffs, and advancing CRM/Salesforce capabilities. This includes sponsoring and implementing new processes, leading CRM functionality improvements, and championing data-driven approaches that support higher throughput with strong quality. The Director will collaborate closely with Commercial, Implementation, Product Marketing, and Operations leaders to ensure these clients receive reliable, value-aligned service that strengthens long-term retention and organizational efficiency.

COMPANY BACKGROUND

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. As part of our new MVV, Global Client Advocacy is the ultimate representation of client intimacy.

RESPONSIBILITIES

• Define and execute a global strategy for delivering a best-in-class client and candidate experience for Prometric’s strategic and growth-based accounts, ensuring alignment with evolving client and market needs.
• Responsible for enhancing operational workflows, improving cross-functional handoffs, and advancing CRM/Salesforce capabilities.
• Scale enterprise level service delivery with proactive engagement and strategic planning to help our strategic level clients achieve objectives.
• Coach, develop, and manage ClientAdvocacy Managers (CAMs) through to adopt accountability, vigilance, collaboration, and growth across a higher volume client portfolio.
• Continuously research and implement Advocacy and account management best practices, driving measurable improvements in client satisfaction and loyalty.
• Serve as a senior escalation point, guiding teams through complex challenges, deploying resources and investment, and ensuring swift resolution of critical client issues across a high volume of accounts.
• Create and sustain a culture of strategic advocacy, where every team member is empowered to act across a high volume portfolio of clients.

QUALIFICATION REQUIREMENTS

EDUCATION

• Bachelor’s degree (BA or BS) from a four year college or university or equivalent combination of experience and education, 

EXPERIENCE

• 7+ years of relevant work experience in a client-facing advocacy, account management, or strategic consulting organization.
• 5+ years managing global client-facing teams with a proven ability to lead through change and transformation.
• Demonstrated success in evolving service delivery models to meet dynamic client needs.
• History of building passionate, high-performing teams with a client-first mentality.
• Proven experience cultivating strong internal and external relationships across diverse geographies and industries.

SKILLS

• Excellent verbal and written communication skills; strong interpersonal skills
• Strategic thinker and proactive leader with innovative ideas to strengthen client partnerships and drive organizational growth.

PHYSICAL JOB REQUIREMENTS

• Prometric headquarters are in Baltimore, MD, USA.
• Remote/travel based position.
• 30% travel commitment.