Senior Client Success Advocate
New
C
Code for AmericaCivic Tech
Code for America employees may work remotely across the US; Code for America employees main residence must be within the US, Collaborative working hours: we aim to hold all internal meetings between 10 AM - 3 PM PT.Full-TimeSenior
Salary$94,350 to $115,500, annually
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Job Details
- Required Skills
- Project ManagementData AnalysisCross-functional collaborationCustomer support
Requirements
- Experience in a client-facing support role (e.g., call center, case management, customer success).
- Strong written and verbal communication skills with experience facilitating meetings and delivering presentations.
- Ability to build relationships across disciplines including engineering, product, and data science.
- Proficiency in non-violent communication and de-escalation techniques.
- Strong project-management skills with ability to prioritize multiple workflows in a fast-paced environment.
- Comfort navigating ambiguity and ability to exercise sound judgment for escalations.
- Working knowledge of customer service and retention best practices.
- Experience with data analysis and identifying trends.
- Ability to learn and use new software tools such as Intercom.
- Availability for occasional evening or weekend work during seasonal peak periods.
Responsibilities
- Support direct communication with clients as they use applications, addressing questions and resolving issues in real time.
- Escalate client needs to respective product team to inform product improvements and updates.
- Communicate with upset clients using non-violent communication and de-escalation techniques.
- Contribute to the management and implementation of new projects and initiatives in collaboration with cross-functional teams.
- Analyze client and program metrics and gather feedback to identify patterns and inform workflow improvements.
- Communicate with external partners to help scale learnings toward systems change.
- Identify and propose opportunities for process improvement within team workflows and tools.
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