Senior Client Success Advocate

About this role

<p><span style="color: rgb(0, 0, 0);">Code for America believes government can work for the people, by the people, in the new 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.</span></p> <p><span style="color: rgb(0, 0, 0);">Our employees 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.</span></p> <p><span style="color: rgb(0, 0, 0);">With a focus on transparency and fairness, 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.</span></p> <p><span style="color: rgb(0, 0, 0);">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.</span></p> <p><span style="color: rgb(0, 0, 0);">Code for America is looking for a Senior Client Success Advocate to drive excellent client experiences and support the tactical execution of Client Success initiatives. In this role, you will provide direct client support, contribute to process improvements, and help scale learnings across the Client Success discipline.</span></p> <h1><span style="color: rgb(0, 0, 0);"><strong><br></strong><strong>About the role: </strong></span></h1> <p><span style="color: rgb(0, 0, 0);">Code for America's Client Success team ensures that clients get accurate, timely answers and dignified support as they navigate accessing public benefits. As a Senior Advocate, Client Success, you will help drive the tactical implementation of Client Success projects, in collaboration with Client Success leadership, while also contributing directly to day-to-day client support.</span></p> <p><span style="color: rgb(0, 0, 0);">The Senior Client Success Advocate will work with internal stakeholders, external strategic partners, and community partners to manage our projects, collaborate with product teams, and ensure the program's impact. This role will also contribute to the quality of and enhance the domain expertise of our broader Client Success discipline.</span></p> <p><span style="color: rgb(0, 0, 0);">This role will actively contribute to the day-to-day duties of answering clients’ questions. 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. </span></p> <p><span style="color: rgb(0, 0, 0);">This role will report to the <strong>Client Success Manager</strong> and is expected to travel no more than <strong>10%</strong> of the time. </span></p> <p><span style="color: rgb(0, 0, 0);">Code for America is based in California and can employ those who reside full-time within the United States. This is a remote, full-time fixed-term role. <strong>The length of employment for these fixed-term positions is </strong></span><strong>12 months</strong><span style="color: rgb(0, 0, 0);"><strong>. </strong>This role is expected to initially join the <strong>tax team</strong> and will be crucial in supporting our Tax Benefits work, partner organizations, and clients. In this role, you’ll utilize your extensive tax knowledge, client-facing experience, and project management skills.</span><br><br></p> <h1><span style="color: rgb(0, 0, 0);"><strong>In this position you will:</strong></span></h1> <ul> <li><span style="color: rgb(0, 0, 0);"><strong>Client Case Management & Escalation</strong></span> <ul> <li style="color: rgb(0, 0, 0);"><span style="color: rgb(0, 0, 0);">Support direct communication with clients as they use Code for America's applications, addressing questions and resolving issues in real time.</span></li> <li style="color: rgb(0, 0, 0);"><span style="color: rgb(0, 0, 0);">Escalate client needs to respective product team to inform product improvements and updates.</span></li> <li style="color: rgb(0, 0, 0);"><span style="color: rgb(0, 0, 0);">Communicate with upset clients using non-violent communication and de-escalation techniques to support the best possible outcome for all parties involved.</span></li> <li style="color: rgb(0, 0, 0);"><span style="color: rgb(0, 0, 0);">Support speciality related trainings and certifications for team members, which may include occasional evening or weekend availability during seasonal peak periods for staff supporting programs with product support (e.g., tax…