Client Service Advocate (Willowbrook)

Company Overview

Sepire is a marketing services and communications distribution company specializing in complex, compliance-driven solutions. As a technology-forward organization, we deliver automated, secure, and personalized communications across print, mail, fulfillment, and digital channels.

Position Summary

The Client Advocate (CA) serves as the primary point of contact for assigned client programs, acting as both a client champion and an internal driver of execution. This role ensures day-to-day success and long-term satisfaction by managing projects, anticipating client needs, resolving issues, and coordinating across departments.

The CA is responsible for supporting omni-channel communications delivery (print, digital, and fulfillment), managing job tracking and documentation, and works alongside internal stakeholders to ensure accurate, timely, and high-quality execution. This is a critical role that combines account management, operations coordination, and proactive problem solving.

Key Responsibilities

Client & Program Expertise

• Develop a deep understanding of client goals, program structure, and communication needs
• Maintain working knowledge of all internal technologies, tools, and processes from intake to fulfillment
• Ensure program documentation, assets, and job tickets are complete and current
• Articulates and confirms requests based on client’s intentions, not just executing literal requests

Client Relationship Management

• Serve as the client’s primary contact for program execution, providing proactive communication and status updates.
• Represent Sepire with professionalism, urgency, and empathy while advocating and managing client needs internally.
• Anticipate risks, resolve issues promptly, and escalate concerns as needed to maintain service standards.

Project & Operations Coordination

• Oversee the full job lifecycle—from intake and proofing to final approval and execution.
• Partner with Print Production, IT, and Fulfillment teams to meet deadlines and client SLAs.
• Manage project timelines, flag scheduling conflicts, and ensure efficient job tracking and resolution.

Process Optimization & Compliance

• Lead efforts to create and update standardized checklists, workflows, and program manuals
• Identify process inefficiencies and recommend improvements to mitigate discrepancies and enhance team performance
• Ensure compliance with security, regulatory, and client-specific requirements (e.g., SOC 2, HIPAA)

Qualifications

• 2–5 years in a client-facing role, preferably within print, marketing, or communications.
• Demonstrated ability to manage multiple projects and competing priorities.
• Proficiency in Microsoft Office and CRM platforms
• Strong understanding of mailing, shipping, and fulfillment processes.
• Excellent written and verbal communication skills; confident presenting to clients and internal teams.
• Highly organized, analytical, and detail oriented.
• Bachelor’s degree or equivalent experience; exposure to variable data, digital communications, or marketing platforms a plus.

Success Traits

• Problem-solver and team player who thrives in dynamic, fast-paced environments.
• Clear communicator with strong listening skills and follow-through.
• Empathetic, collaborative, and accountable under pressure.
• Comfortable navigating complexity, ambiguity, and compliance-heavy environments.
• Strong time management skills with the ability to work independently and stay self-motivated
• Interest in continuously learning new things

Note: This is an in-office position. Remote or hybrid arrangements are not available for this role.