Client Advocacy Specialist

|Current Gannett Employees- Please ensure you are using our abbreviated process on the internal Careers site by logging into Dayforce through OKTA|

Gannett Co., Inc. (NYSE: GCI) is a diversified media company with expansive reach at the national and local level dedicated to empowering and enriching communities. We seek to inspire, inform, and connect audiences as a scalable, growth focused media and digital marketing solutions company. We endeavor to deliver essential content, marketing solutions, and experiences for curated audiences, advertisers, consumers, and stakeholders by leveraging our diverse teams and suite of products to enrich the local communities and businesses we serve. Our current portfolio of trusted media brands includes the USA TODAY NETWORK, comprised of the national publication, USA TODAY, and local media organizations in the United States, and Newsquest, a wholly-owned subsidiary operating in the United Kingdom. Our digital marketing solutions brand, LocaliQ, uses innovation and software to enable small and medium-sized businesses to grow, and USA TODAY NETWORK Ventures, our events division, creates impactful consumer engagements, promotions, and races. Gannett open roles are featured on various external job boards. When applying to a position at Gannett, you should be completing an application on Gannett Careers via Dayforce. Job postings directing you to complete an application on other external sites may not be valid. To connect with us, visit www.gannett.com


We are looking for a highly motivated and skilled professional to join our team. The ideal candidate will be responsible for managing client interactions primarily through telephone and video meetings in a remote work setting. This role requires excellent communication skills, the ability to build strong client relationships, proficiency in using various digital communication tools to provide exceptional customer service, understanding client preferences, and continuous learning in a dynamic industry. This role is aimed at ensuring that our clients feel valued, heard, and cared for, both in and out of the office.

Key Responsibilities:

• Provide exceptional customer service by understanding and addressing client needs and preferences.

• Conduct client meetings via telephone and video conferencing platforms.

• Communicate effectively with clients and internal teams, demonstrating superior communication skills and attention to detail.

• Adapt and solve problems efficiently during client interactions, ensuring timely and effective resolution of issues.

• Multi-task confidently with strong time-management skills, demonstrating initiative and a calm, professional demeanor in stressful situations.

• Show a sense of urgency in handling both external and internal initiatives.

• Work independently and collaboratively with stakeholders at all levels, fostering a team-oriented approach.

• Manage and leverage internal and external relationships to tailor resources and assets to client needs.

• Drive conflict resolution using high-level judgment and negotiation skills to develop innovative solutions.

• Apply business acumen to understand client strategies, tactics, and marketplace solutions.

• Identify client pain points, recommend appropriate solutions, and provide feedback for continuous improvement.

• Manage and resolve client complaints, ensuring excellent service and follow-up.

• Identify triggers for client attrition and represent the current status of attrition within the portfolio.

• Perform post-resolution follow-up and reporting, documenting all decisions and actions taken.

Qualifications:

• Proven experience in client management, preferably in a remote work environment with a passion for customer service.

• Proficiency in using video conferencing tools (e.g., Microsoft Teams).


• Excellent communication, relationship management, and conflict resolution skills.

• Strong problem-solving abilities and adaptability in dynamic situations.

• Ability to multi-task, manage time effectively, and work under pressure.

• Demonstrated initiative, work ethic, and professional demeanor.

• Ability to work both independently and as part of a team.

• Strong business acumen and understanding of client strategies and marketplace solutions.

• Empathy, adaptability, and a mindset of continuous improvement.

Additional Information:

• This role is integral to our commitment to client satisfaction and retention.

• The Client Advocate will help mold, build, and grow this role to better serve our clients and improve our services.
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