Customer Advocate - Incident Management
Management Level - Analyst
Years of Experience:
3 to 5 years
Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at
What would you do?
Intelligent Sales and Customer Operations provides an end-to-end, integrated, seamless solution across marketing, sales and service. The solutions enable clients to drive sustainable growth by enhancing their capabilities to deliver consistent, hyper-relevant experiences across the customer lifecycle.
The Customer advocate team is instrumental in managing and ensuring customer satisfaction by managing critical issues and customer satisfaction. The team helps set expectations with customers for support, acknowledge and respond to customersâ€™ requests promptly. They anticipate risk and escalations based on customer context, highlighting hot issues to customers, providing updates regularly and propose recommendations if necessary. They also handle high-risk escalations and gather/analyze information as needed to support the customer and ensure clear communication channels are established and documented with the customer and enable effective cross group collaboration. They are responsible for understanding the cause of escalation, itâ€™s business impact, and level or urgency from customer and other stakeholders.
The Incident Manager (IM) acts as the single commander to work with our Customer Service and Support engineers and our customers to coordinate complex reactive support to resolution and provide insights into operational health opportunities for a set portfolio of accounts. They are responsible for representing the customerâ€™s business impact, supporting in the end-to-end problem resolution and problem identification against the case portfolio. They help monitor reactive cases owned by internal support organizations and ensure correct case reporting and trending is in place for the account team and customer, enabling conversations, planning, and delivery for ongoing customer operational health. The team works with engineers as needed to investigate the customer issue further to understand the root cause to drive prevention.
What are we looking for?
•Prioritization of workload
•Ability to establish strong client relationship
•Commitment to quality
•Ability to manage multiple stakeholders
Roles and Responsibilities:
•In this role you are required to do analysis and solving of lower-complexity problems
• Your day to day interaction is with peers within Accenture before updating supervisors
• In this role you may have limited exposure with clients and/or Accenture management
• You will be given moderate level instruction on daily work tasks and detailed instructions on new assignments
• The decisions you make impact your own work and may impact the work of others
• You will be an individual contributor as a part of a team, with a focused scope of work
• Please note that this role may require you to work in rotational shifts