Senior Client Success Advocate

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.

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.

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 Senior Client Success Advocate who will take ownership of initiatives and build strong relationships while navigating ambiguity in a fast-paced environment. This person will excel in communication, mentor junior staff, and contribute to a culture of impact in public service, all while balancing attention to detail and strategic thinking.

The Senior Client Success Advocates at Code for America play a versatile role across multiple portfolios. Depending on organizational needs, this position could be placed within any of the following projects or others yet to be initiated:

• Tax Benefits (GetYourRefund or File Your State Taxes)
• GetCalFresh
• Clear My Record
• Safety Net - Integrated Benefits - Audacious Project
• Covered California

This role will be crucial in supporting the Tax Benefits team, partner organizations, and clients. You’ll utilize your extensive tax knowledge, client-facing experience, and project management skills to:

• Oversee direct service in the Hub
• Improve workflows and track performance
• Assist Tax Benefits team members with IRS certification
• Maintain high-quality service standards
• Represent the customer’s voice within the organization

The Senior Client Support Advocate will report to the Client Success Manager (Tax Benefits), with dotted-line reporting to the Associate Program Director on GetYourRefund. This role is expected to travel no more than 20% of the time.

Project Management and Cross-Functional Collaboration

• Contribute to the 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.
• Identify and elevate product gaps, needs, and process improvements to increase efficiency and ensure a positive client and user experience.

Ensure a positive client experience by providing subject matter expertise

• Support tax training and certification for members of the Tax Benefits team.
• Assist the Client Success team in answering tax questions and addressing client concerns.
• Assist with onboarding a team of temporary staff during peak tax season.

Document learnings

• In collaboration with the Client Success Manager, identify goals, track metrics, develop impact measures, and report on results.
• Draft communications including emails, blogs, online resources, presentations, trainings, and one-pagers.
• Document and share learnings internally across programs.

Other duties as assigned

This position is a perfect fit for someone with strong project management skills, is highly efficient, learns quickly, and loves process design and follow-up. 

• 4+ years in a client-facing support role
• Experience with a Volunteer Income Tax Assistance (VITA) site or service or VITA certification
• A growing leader who is comfortable stepping in and stepping up to support the Tax Benefits team and direct reports
• Comfortable speaking in large groups, facilitating meetings, and delivering presentations
• Skilled communicator with strong interpersonal skills who will work collaboratively and effectively as a member of a distributed team
• Ability to navigate ambiguity successfully, work with minimal guidance, and determine when and how to engage key stakeholders and when to consult for advice on decision-making
• Experience with meeting preparation, including agenda setting, materials preparation, and logistical considerations 
• Ability to prioritize in a fast-paced work environment, staying calm and upbeat while working under pressure and with tight deadlines
• A commitment to empathy, integrity, inclusion, and totally crushing it on the job.

• Familiarity with trauma-informed practices
• Lived experience with Social Safety Net programs, like SNAP, Medicaid, TANF, or WIC, or navigating government-run systems
• Experience with eligibility or enrollment, either working in or closely with the government 
• Training on Diversity, Equity, and Inclusion (DEI)
• Training on conflict management/mediation
• Experience working with or managing remote staff

Salary: 

Code for America’s salary bands are transparent as a part of our commitment to diversity, equity, and inclusion. We are happy to extend this transparency in the recruitment process. As part of our equitable hiring practices, we aim to target the midpoint of the 2nd quartile of the range for all new hires.

Offer targets vary based on market / geographic location. The offer targets for this role range from $94,350 to $115,500, annually.

Benefits and Perks: 

Values:

• Leadership and teammates who value Equity, Inclusion, and Diversity (DE&I)
• A collaborative, cross-functional, hardworking, and joyful environment

Employee Enablement Support: 

• Laptop provided
• $700 remote environment setup; $200 stipend and up to $500 reimbursement, in accordance with our equipment policy
• Cell phone and/or internet reimbursement of $50 per month 

Professional Development:

• $1000 annual (per calendar year) stipend towards professional development; prorated at time of hire
• Up to $1000 of professional development funds can be rolled over each year, up to a maximum of $2000

Retirement & 401k Plans:

• Employees under 3 years are eligible for a 100% employer match of up to 3% of employee contribution
• Employees with 3+ years are eligible for an additional 50% employer contribution over 3%, to a maximum of 5%

Medical:

• Full benefits package with options up to 100% coverage toward select medical, dental, and vision plans
• Employer contributes up to 80% of the cost towards dependent and family coverage

Remote Work:

• Code for America employees may work remotely across the US
• Code for America employees main residence must be within the US
• Full-time employees work 40 hours per week, Monday - Friday
• Collaborative working hours: we aim to hold all internal meetings between 10 AM - 3 PM PT. We expect all Code for America staff to be available during these set working hours

Time Off: 

• Open personal time off, a minimum of 16 paid holidays, and an org-wide closure from Christmas Day through New Year's Day
• Paid sick time; up to 96 hours annually
• Competitive paid parental and family leave
• 4 weeks of paid sabbatical after 4 years of service, with an option of up to 4 additional weeks of unpaid time away

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.

As of October 27, 2023, Code for America has reached a CBA (collective bargaining agreement) with Code for America Workers United, affiliated with OPEIU (Office Professional Employees International Union, Local 1010). This position is designated as being part of Code for America Workers United. There will be union dues or fees associated with this position and the union will provide that information to you.