Client Success Manager

Website Code for America

Code for America believes government can work for the people, by the people, in the digital age, and that government at all levels can and should work well for all people. For more than a decade, we’ve worked to show that with the mindful use of technology, we can break down barriers, meet community needs, and find real solutions.

Our employees and active community of volunteers build and transform government and community tools and services, making them so good they inspire change. We merge the best parts of technology, nonprofit, and government to help support the people who need it most. With a focus on diversity, equity, inclusion, and deep empathy for partners in government and community organizations and the people that our partners serve, we’re building a movement of motivated change agents driven by meaningful results and lasting impact. At Code for America, you contribute to exciting work while learning and developing in a supportive and flexible environment. Our compensation and benefits are holistic and thoughtfully curated to represent our employees and our mission. Help us drive real generational change that lasts.

Code for America is looking for a talented, insightful, and dedicated Client Success Manager to help support our Client Success team to be even more impactful and efficient in serving our communities. We are on a mission to reimagine and redesign how every eligible person, nationwide, accesses and interacts with government-run services. This role will be overseeing the Client Success team primarily on the GetYourRefund team, supporting clients who are filing taxes using our digital services in partnership with VITA (Volunteer Income Tax Assistance) organizations. Clients use GetYourRefund to answer questions about their tax status (household, income, expenses, etc), upload documents, and stay connected with a VITA tax preparer. Our ultimate goal is to reach people who currently don’t have access to free, clarifying, thorough tax assistance and to ensure they are able to claim all of the tax credits that they are eligible to receive. Additionally, the Director of Client Success may also allocate duties on other projects across the organization, such as the social safety net (benefits programs like Medicaid, SNAP, TANF, WIC, and others).

This blog post describes our work on GetYourRefund, and our goals for the project.

About the Role: 
The Client Success Manager will drive the tactical implementation of projects on the GetYourRefund team, as well as within the Client Success discipline across the organization in collaboration with the Client Success Director. The Client Success Manager shares our passion for transforming how governments deliver services and believes in the role of government to meaningfully serve all people, and has the experience to achieve our vision. The Client Success Manager will work with internal stakeholders, external strategic partners and community partners to manage our GetYourRefund projects, collaborate with product teams, and ensure impact of the program. This role will also contribute to the visibility, advocacy, and domain expertise of our broader Client Success discipline. The role of the Client Success Manager is to collaborate with the Client Success Director to unify our teams across the organization and support best practices.

You are a perfect fit for this role if you are a process improver, systems thinker, and compelling communicator who believes in services that are dignified and accessible to all. You know that systemic change takes time and persistence, and you lead with curiosity and empathy. You thrive on a cross-functional team, in a fast paced environment, and gravitate towards opportunities for growth, learning, and connection.

This role may be based in San Francisco or remote with up to 15% travel (health and safety permitting), and reports to the Client Success Director.

In this position you will: 
– Support communication with clients as they use Code for America’s applications.
– Contribute to management and implementation of new projects and initiatives in collaboration with a cross-functional team that includes (but is not limited to) service design, research, and engineering.
– Develop and execute on hiring and onboarding (in collaboration with the Client Success Director) for contracted staff and full-time employees and support strategies for better streams of communication both internally and with community partners.
– Maintain external relationships with VITA partners.
– Additionally, this role may require some communication with state, federal, policy, advocacy, and community partners to ensure that Code for America’s Client Success team’s learnings and perspective can be scaled effectively and lead to systems change.
– Develop and maintain standard team working processes that support cross-functional projects, including tracking priorities to meet short and long-term goals.
– Synthesize learnings from across initiatives and contribute to a cohesive Client Success body of knowledge and perspective at Code for America.
– Escalation of clients’ needs to the GetYourRefund team for product improvement and updates.
– Document and share learnings both internally across programs, as well as to external audiences, through the writing and editing of articles, blog posts, web copy, “thought partner” briefs, narratives, internal and external memos, etc.  You will work closely with the Client Success Director on Client Success Objectives and Key Results, as well as visioning future impacts of our discipline.
– Proactively identify and explore opportunities for process improvement across the organization and Client Success discipline, including how information is shared and executed.
– In collaboration with the Director, define goals for the Client Success team, and devise a strategy to attain them.
– Keep track of the team’s performance using specific metrics to show improvement and impacts over time.
– Ability to communicate with upset clients, using non-violent communication and de-escalation techniques to support the best possible outcome for all parties involved.

About you: 
– Ideally 7+ years of experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role – with at least one year of people management responsibilities.
– Have been responsible for hiring contracted and full-time staff; can use data and metrics to project staffing needs.
– Highly organized and creative problem solver with strong project management skills, attention to detail, successful follow-through, superb execution, and the ability to prioritize across multiple projects and workflows.
– Knowledge of best practices in customer service and retention and proficiency with applicable software applications.
– A savvy multi-tasker who drives strong tactical delivery and implementation on projects.
– Available to work occasional nights and weekends to effectively engage volunteers, within a flexible 40-hr work week
– Peer leader who can work collaboratively with employees across disciplines (engineering, product, service design, data science, qualitative research) and at all levels of the organization, and is proactive around team and external communications.
– Strong verbal and written communicator, with the ability to build internal alignment and visibility, and to find common ground and build relationships across differences (especially within a government environment).
– Navigates ambiguity successfully, flourishes with minimal guidance, and knows when and how to engage key stakeholders and when to consult for advice on decision-making.
– Flexible approach and able to operate effectively with uncertainty in the ever changing civic tech field.
– A propensity for relationship building.
– Leads with empathy when working with clients and colleagues.
– Ability to create structure in ambiguous situations and design effective processes.
– Understand customer outcomes by communicating with customers, analyse customer and staff health metrics, gather feedback via Intercom to improve workflow and staff health and well-being.
– Represent the voice of the customer to provide input into every core product, marketing and sales process.

It’s a bonus if you have (not required): 
– Master’s degree
– VITA certification or understanding of tax eligibility and processes
– Experience in a client-facing support role
– Familiarity with trauma-informed practices
– Experience with eligibility or enrollment, either working with government or community assistance
– Lived experience with Social Safety Net programs, like SNAP, Medicaid, TANF, or WIC or navigating government run systems
– Experience of working with Intercom or similar live chat platform is useful but not essential

What you’ll get: 
– Full benefits package with 100% coverage towards select medical, dental and vision plans and contributes 80% of the cost towards dependent and family coverage
– 401k plan with matching funds
– A collaborative, hardworking and fun working environment
– Leadership and teammates who value Equity, Inclusion, and Diversity
– Professional development includes bi-annual 360 review process and $1000 annual budget
– A manager and org-wide structure that supports and enables professional development
– Compensation: Code for America’s salary bands are transparent internally as a part of our commitment to diversity, equity, and inclusion, we extend this to our hiring process. This role at this level is ranged from ($117,300 – $158,700) in yearly salary. As a part of our equitable hiring practices, we aim to target the midpoint of the 2nd quartile of the range for all new hires. That target for this role is $132,825. These ranges and the target are for the San Francisco/ Bay Area market and subject to adjustment for cost of living differentials.

Equal Employment Opportunity: 
Code for America values a diverse, equitable, and inclusive workplace and strongly encourages women, people of color, LGBTQ+ folks, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. Code for America is an equal opportunity employer. Applicants will not be discriminated against because of race, color, creed, sex, sexual orientation, gender identity or expression, age, religion, national origin, citizenship status, disability, ancestry, marital status, veteran status, medical condition or any protected category prohibited by local, state or federal laws.

To apply for this job please visit grnh.se.

okachaochana@codeforamerica.org