Customer Systems Advocate

FORTNA partners with the world’s leading brands to transform omnichannel and parcel distribution operations. Known world-wide for enabling companies to keep pace with digital disruption and growth objectives, we design and deliver solutions, powered by intelligent software, to optimize fast, accurate and cost-effective order fulfillment and last mile delivery. Our people, innovative approach and proprietary algorithms and tools ensure optimal operations design and material and information flow. We deliver exceptional value every day to our customers with comprehensive services and products including network strategy, distribution center operational design and implementation, material handling automated equipment, robotics and a comprehensive suite of lifecycle services. At FORTNA, we believe in fostering a workplace that isn't just a job but a movement – a collective effort to redefine success and transform challenges into opportunities. "Join the Movement" encapsulates our commitment to a workplace culture that thrives on collaboration, celebrates diversity, and empowers every individual to contribute to something greater than themselves. Our Team. Our Passion. Our Approach.  The Customer Systems Advocate is a customer-facing individual contributor responsible for the operational health of a defined portfolio of named accounts in elevated support states. This role operates through influence, not direct authority, coordinating across Controls, Software, WES/WMS, Infrastructure, and third-party teams so that issues are actively worked and customers always have a clear point of contact and a recovery plan. The right candidate has a strong foundation in customer relationship management and technical support within warehouse automation or industrial systems environments. They can hold a credible conversation with an engineer, explain a root cause to an operations director, and keep a customer relationship steady during a difficult period. Strong organizational discipline and consistent follow-through are essential. Key Responsibilities Customer Health Management Own a defined portfolio of named accounts in elevated health states, serving as the primary coordination and communication point for each assigned customer. Monitor account health indicators including incident volume, P1/P2 frequency, open issue age, and resolution velocity to assess risk and prioritize effort. Establish regular engagement cadences with each assigned customer: operational reviews, issue status updates, and recovery plan checkpoints. Partner with the Incident Management team during active P1/P2 events to ensure customer communication is coordinated and post-incident follow-through is owned. Manage portfolio transitions as customer health improves, handing off restored accounts to standard support and onboarding newly elevated accounts as conditions require. C ross-Functional Problem Resolution Own root cause analysis (RCA) documentation for significant incidents and recurring issue patterns across assigned accounts, coordinating with Incident Management, Controls, Software, and WES/WMS teams. Drive participation in post-incident reviews and post-mortem events, confirming that lessons are captured, owners are assigned, and corrective actions are tracked to closure. Coordinate corrective action plans across engineering, support, and third-party teams — maintaining momentum and accountability without direct authority over those resources. Maintain a shared issue register for each assigned account covering open defects, committed timelines, and escalation status, visible to both internal teams and the customer. Identify systemic and recurring failure patterns across accounts and escalate findings to Problem Management and engineering leadership for root cause investment. Customer Relationship Management Build and maintain trusted working relationships with customer operational leaders, site managers, and IT/support stakeholders across assigned accounts. Serve as the customer's internal advocate, communicating operational impact and urgency to engineering and support teams on behalf of each assigned account. Translate technical findings, RCA outputs, and corrective action plans into clear language for customer audiences at all levels. Manage sensitive customer situations with composure, knowing when to escalate internally and when to hold the relationship steady. Keep communication consistent between incidents so customers feel supported and informed, not just heard from during a crisis. Post Go-Live & Hypercare Support Engage with select post go-live projects during hypercare periods where elevated risk, operational instability, or customer escalation warrants dedicated coordination support. Partner with Project Delivery and Implementation teams to establish clear handoff criteria and post go-live support expectations before systems transition to steady-state operations. Monitor early-life system performance for assigned hypercare accounts, coordinating rapid response to stabilization issues and ensuring open items are tracked with defined owners and timelines. Support the establishment of communication cadences and escalation paths with customer stakeholders during the hypercare window, building the relationship foundation for ongoing account health management. Operational Reporting & Continuous Improvement Analyze incident and case data across assigned accounts to surface recurring failure patterns, systemic gaps, and unresolved risk areas. Produce and maintain account-level reporting covering incident trends, open corrective actions, recovery milestones, and overall health status. Contribute findings to Problem Management and engineering leadership to inform prioritization of long-term corrective investments. Recommend improvements to stabilization processes, escalation workflows, and customer communication practices based on direct account experience. Support developmen