Client Success and Support Manager

You are equal parts best pal and air traffic controller.

What You'll Do

The Support Manager’s primary responsibility is to ensure customer success through the smooth delivery of client support work with a commitment to quality, timeliness, and personable communication. More than a traffic controller, you will hold a collaborative view towards managing and anticipating client priorities and engaging the team to meet them. You’ll help scope and estimate tasks, leaning on other SMEs as appropriate, complete site audits, and have the ability to perform some content entry and site building tasks. Our true measurement of success is the value we create for our clients, and that means proactively advancing optimizations, catching bugs before they are reported, and otherwise offering strategic advice with a growth mindset that helps our client partners engage with their audiences, and change their corner of the world. This role reports to our Director of Projects. 

This is a short term, remote, 3-month appointment at 30 hours/week. 

Responsibilities:

• Onboard projects we deliver or inherit into our support practice
• Act as or with account managers to ensure customer satisfaction is high through appropriate response times, and clear communication
• Generate ideas with the team grow and deepen existing client relationships 
• Work with Sales and Marketing to help frame the value proposition of support to prospective clients and the public
• Jointly help formulate support services offerings
• Manage the flow and prioritization of  support work in JIRA, assigning and escalating tickets
• Keep abreast of major code changes for popular modules and libraries
  • Develop and maintain processes to perform timely security updates
  • Facilitate moves from patched to version releases of modules when they become available
  • Manage releases and oversee deployments
  • Lead a process of continuous improvement of QA practices within Support aligned with Agency best practices
• Work with the team and client to actively build the support backlog
  • Refine issues so they are actionable by detailing requirements, defining success, QA steps, and if appropriate, suggesting implementation direction
  • Work with Project Managers to coordinate mini-sprints to optimize work delivery for mid-size support clients
  • Coordinate and conduct rotating audits on a monthly, quarterly, semi-annual basis depending on service level
• Conduct trainings and client-facing documentation
• Contribute to and maintain internal documentation on Support practices and resources, including Project Briefs
• Work with project operations to ensure  we have sufficient development, strategy, and design resources to manage support work
• Coordinate on-call support providers who operate outside our service hours to operate independently, while remaining aligned with our culture of service and communication style

Qualifications:

• Ability to translate client requests into an actionable development tickets 
• Experience working with development teams to confirm and revise estimates
• Site health monitoring experience such as New Relic, Sentry, Pingdom etc
• Active in the Drupal and/or WordPress community, or other open-source projects
• Familiarity with collaborative development tools such as Git
• Past web agency experience 
• Experience with agile development methodologies like Scrum and Kanban
• Familiarity with UX design for the web
• Experience in Drupal 7, 8, 9, 10
• Experience with WordPress
• Knowledge of accessibility standards and best practices

Bonus points if you know about

• Core web technologies (PHP, HTML, CSS, and JS)
• LAMP stack server architectures; AWS experience is a plus
• Drupal's top contributed modules.
• DevOPS and CI experience such as: CircleCI, GitHub actions, Jenkins
• Strong experience with the Linux command line, including Drush

Working With Us

People are at the ♥ of everything we do.

Kalamuna is driven by a civic spirit to help socially impactful institutions, nonprofits, and governments better communicate with constituents and do right by the people they serve. We bring digital communications to life for organizations as varied as Fair Trade USA, the American Foundation for the Blind, the Environmental Defence Fund, the Smithsonian, UC Berkeley, Stanford, and the Fine Arts Museums of San Francisco.

Kalamuna’s mission is to empower our clients with the research, strategy, design, and technology that will transform their organizations to better serve the needs of their audiences and communities. Kalamuna aligns itself in this manner to make each of our client’s missions our mission. We seek to be impactful, not only for our clients and partners but for the social good of our communities.

We’re committed to your excellence and continued development; we’re in this together. Kalamuna offers many benefits, including paid holidays, PTO, paid bereavement leave, parental leave, health insurance, long and short-term disability, a continued learning & travel stipend, an equipment fund, and retirement funds with 3% match. We offer flexibility in work hours and accommodations. When pandemic-free, we organize company-wide gatherings like team building workshops, conferencing, and additional fun.

We’re looking for individuals with a broad range of interests and experiences to be their authentic selves. Your story, your passion is what interests us most. Meet some of our team at https://youtu.be/K1rtt6oKGEs.

Commitment to Diversity

Kalamuna is committed to eradicating institutional discrimination and bias and to uplifting the lived experiences of all underrepresented communities.

As such, Kalamuna welcomes applications from all backgrounds, particularly from people of color; women; LGBTQ2S+ people; immigrants or refugees; people who are differently-abled; and people from low- or moderate-income backgrounds. Kalamuna is an equal opportunity, affirmative action employer and does not discriminate in its employment decisions on the basis of race, creed, color, ethnicity, national origin, religion, sex, sexual orientation, gender expression, age, height, weight, disability status, veteran status, military obligations, marital status and policy party affiliation, or on any other basis that complies with applicable laws.

If you’re a recruiter or agency, please don’t contact us. No exceptions.