Sounds like the kind of work my analyst does. I guess he's technically part of the development team, so sure??? Our 3 client mediators are totally taking over. Also pretty sure we're the only IT department that even has such a thing. The only other person in our IT branch to be mainly doing calls and such is the top head of IT, every other IT boss still has a lot of technical work around their necks. So at least at my job "close to 100%" is an absolute farcry.
It's a very similar story at my girlfriend's work place. Except they don't even have analysts.