Client Success Manager

Job Description

Code for America uses the principles and practices of the digital age to improve how government serves the American public, and how the public improves government. We use a data-driven, user-centered, and iterative approach to building technology to help government services work, starting with the people who need them most.

We are looking for a Client Success Manager to join our GetCalFresh team . The vision for GetCalFresh is to close the CalFresh (food stamps) participation gap by making CalFresh accessible to all eligible Californians, with ease and dignity. The GetCalFresh team operates a CalFresh application service that has assisted over 1.2 million people to apply for CalFresh. We seek to address gaps that exist between people, groups, and places so that anyone can access CalFresh with dignity. We operate GetCalFresh in all 58 California counties, and we work with county agencies and the California Department of Social Services to improve how CalFresh is delivered.

GetCalFresh is an initiative of Code for America’s Safety Net portfolio. The Safety Net portfolio works to establish a human-centered safety net in every state in the country by improving the delivery of safety net services to achieve better outcomes for clients and programs. Our goal is to define and implement improved safety benefit experiences for clients, caseworkers, and leaders in partnership with government agencies and a coalition of mission-aligned policy and delivery organizations.

As a Client Success Manager at Code for America, you will lead the client success team. You will help establish best practices for supporting clients with dignity in a timely manner. You will opportunity spot ways that we can share information and best practices with our government partners while keeping client information safe. You will work alongside your team to provide immediate and direct assistance to unblock barriers and help each applicant succeed. This position is part of a cross-functional team and part of the role requires giving feedback to the team and advocating for our users as the representative of client success.

This role is based in San Francisco, and reports to the Director of Design and Research.

Responsibilities

• People manager for the Client Success team to deliver excellent service to our clients with respect and dignity.
• Identify opportunities for improving our client support systems and better integrating them with team systems and processes.
• Collaborate with the research team on qualitative and quantitative research and finding ways to consistently incorporate client success insights into the research process.
• Collect and analyze client feedback and champion the needs of the client.
• Become a GetCalFresh and CalFresh policy/eligibility expert.
• Identify issues that should be raised to counties or ways that we can influence county business process.
• Own problem through to resolution for GetCalFresh.org users including communication with County partners around a Client’s case.
• Develop de-escalation strategies and partner with team members to put them in use.
• Track outreach activities, pre-screens, applications submitted, outcomes and other data for outreach and support partners.
• Manage relationships with CBO partners; coordinate with program team around overlapping priorities; and elevate reported issues to the product manager.
• Write copy occasionally for marketing or campaign requirements.
• Support direct reports on the client success team by identifying growth opportunities.
• Provide ongoing trainings for internal team and CBO (community-based organizations) partners.

Requirements

• 5+ years of experience working directly with clients in a customer support role or equivalent, such as providing high-volume direct services in a social service or healthcare setting.
• 2+ years of people management experience.
• Written and verbal fluency in Spanish, Chinese (Mandarin or Cantonese), Vietnamese, or Tagalog is preferred but not required.
• Ability to multitask, prioritize, and manage time effectively.
• Ability to work collaboratively within a multidisciplinary team.
• Ability to work in a fast paced agile environment.
• Strong written and verbal communication skills.
• We strongly encourage individuals with experience in CalFresh or social safety net programs (especially food assistance outreach or food banks) to apply.
• We strongly encourage individuals with a social work background to apply.