Senior Client Success Advocate

Summary

Join Code for America as a Senior Client Success Advocate, utilizing your tax knowledge, client-facing experience, and project management skills to support the Tax Benefits team, partner organizations, and clients.

Requirements

• 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

Responsibilities

• 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
• 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

Benefits

• Salary: $94,350 to $115,500 annually
• Laptop provided
• $700 remote environment setup; $200 stipend and up to $500 reimbursement
• Cell phone and/or internet reimbursement of $50 per month
• $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
• 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
• 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