The Communications and Culture Team:

The Communications and Culture Team creates the marketing and communications strategies and plans for Alluma, creates and implements the people strategy that guides our work together, and provides strategic organizational guidance across the organization to support our mission, brand, and business objectives. 

Position: 

The Organizational Change and Culture Manager is an Alluma brand steward and applies industry best practices in organizational change and cultural engagement to lead change initiatives across the organization. The manager acts as a consultant, designer, advisor, and tactical lead on projects that affect the work experience at Alluma. This is a leader who is passionate about deploying policies and technology products effectively to all employees and ensuring these policies and products are adopted. In this role, the manager bridges internal communications, strategy analysis/implementation, and project management with a strong focus on human centered experience. This role must have the ability to see the big picture but take detailed action, The role will manage a portfolio of enterprise-wide initiatives while at the same time inspire through one-to-one interactions.

Essential Functions & Summary of Responsibilities

Overall:

• Work closely across functions to assess change impacts and help plan and develop strategies to adopt new policies and services.
• Steward the brand tone across organizational change tactics to boost employee motivation, morale, and productivity.
• Lead and support internal communication initiatives that connect employees to our vision, mission, and plans
• Partner with peers in other functional areas to lead change and communication efforts for complex, cross-team programs that affect daily employee experience (technology, workplace behaviors).
• Act as a strategic advisor and proactive collaborator to people at all levels of the organization.
• Provide leadership to energize, insipire, and organize employees, and mobilize support for key initiatives.

Key Responsibilities:

• Assess, develop, and make recommendations to project teams in relation to change readiness and provide subject matter expertise on risks, issues, dependencies, and reception of change by end-users
• Lead, educate, and coach key stakeholders in change management strategies and activities
• Engage SLT and ELT to develop enterprise-wide change plans and programs 
• Build strong partnerships with internal stakeholders to drive adoption and deliver desired business outcomes
• Define, measure, and monitor impact and success metrics for change progress, including monitoring employee burnout from change initiatives
• Establish and/or refine the change management framework and drive continuous improvement activities that will enhance internal change capabilities
• Manage day-to-day operational aspects of change management projects and ensure initiatives are delivered on schedule, on budget, and within scope
• Ensure a broader viewpoint is held throughout enterprise portfolio projects, understanding other initiatives that are running parallel and ensuring proper overlap and communication between projects
• Partner with key stakeholders to plan, prepare, and develop key messages and communication materials
• Design and lead initiatives to build and improve the company culture for the organization to being a great place to work
• Oversee the Employee Resource Group to foster engagement and communication.
• Closely work with leadership to manage internal communications, organize events, and create campaigns to inspire employees, bring the brand to life, and reinforce our beliefs
• Work closely with HR to develop and implement strategies to meet established Racial/Gender Equity, Diversity and Inclusion goals

Qualifications Requirement (Knowledge, Skills, Abilities): 

• Minimum of 5 years of experience with progressive responsibility in HR, organizational change, project management, and/or communications.
• Demonstrated knowledge of principles and best practices in change management.
• Familiarity with with the Alluma organization and culture preferred.
• Excellent writing, editing, and verbal communication skills.
• Effective communicator, collaborator, and coordinator, with strong organizational skills and high detail orientation. 
• Understanding of how digital technology can be used to improve adoption of organizational change.
• Strategic thinker and lover of interesting challenges.
• Comfortable with ambiguity and working in an evolving environment, balancing multiple projects and tasks while meeting deadlines.
• Demonstrated strong relationship building skills with internal teams. 
• Empathetic, mature, energetic leader through challenging situations.
• Highly motivated, energetic and enthusiastic self-starter comfortable working as a collaborative partner. 
• Experience working in a technology oriented environment, and with different types of thinkers.

Position:

The Communications Team are the brand stewards and storytellers of Alluma, driving awareness and engagement with audiences to support our mission and business objectives. Our team oversees and supports all external and internal communications, creating strategies that celebrate our achievements in the field, advance discussion in  social tech innovation, and generate demand for our solutions and services.   

Check out our Executive Director, Communications profile for more information on the position, roles and responsibilities, and requirements. 

To express your interest in this role, please email Alluma@koyapartners.com. 

Position:

We have a very efficient product development team and we get stuff done. As a Software Developer at Alluma, you will work on One Degree platform to build and maintain products that help tens of thousands of low-income families find the resources they need to overcome poverty. The position can be remote as long as your core hours match with the rest of the production development that works in the Pacific time zone. 

Essential Functions & Summary of Responsibilities:

• Develop and improve products and features that directly help low-income and at-risk families 
• You will be involved in all phases of software development life cycle: Analyzing business/system requirements or use stories, providing estimates, designing solutions, developing/coding new features or changes to existing features, unit testing, fixing bugs/defects, and providing second-level operational support as needed. 
• Be the expert in one or more critical solution modules, and provide technical direction to other software developers. This may take the form of architecture/design direction, and in some cases solving critical technical problems with innovative solutions.
• Engage in root cause analysis of complex issues to identify source of defects, and resolve said defects (problem-solving) 
• Collaborate with other developers to deliver complex projects including integration with 3^rd party tools such as CRMs (e.g. Salesforce), Electronic Health Records (EHR), customized assessments/screener and reporting systems.
• Participate in design discussions and help others through code reviews and knowledge sharing
• Track and communicate status on work
• Produce clear technical documentation as needed in support of complex technical concepts 
• Other duties as assigned

Qualifications Requirements (Knowledge, Skills, Abilities):

• At least 3 years of experience as a software developer, maintaining products for real users
• Expertise in HTML, CSS, and JavaScript
• Experience with Rails and Angular/React, or similar web frameworks
• Experience in integration with 3^rd party tools using APIs
• Experience with or an interest in learning iOS/Swift and Android/Java/Kotlin development
• Experience identifying and addressing performance and scaling issues in web products
• Experience using Git
• Experience and an appreciation for writing tests
• Working knowledge of SQL, MongoDB, Solr or similar
• Experience or an interest in managing servers directly (e.g. AWS EC2) and through SAAS vendors (e.g. Heroku)
• Experience or an interest in working with Docker/microservices.

Education/Training Requirements:

• Bachelor's Degree in Computer Science, Information Systems or equivalent experience in a related field.

Position:

The Client Engagement Manager ensures implementation success and client satisfaction of Alluma SaaS offerings.  The role assigns responsibilities, monitors and summarizes progress of implementations and prepares reports for the client and management regarding status of project.  The Client Engagement Manager role includes facilitating customer-facing implementation meetings, assembling internal cross-functional teams to deliver on implementation tasks, coordinating training and education to the client organization and consulting with the client throughout early stages of adoption to ensure success.  

Essential Functions & Summary of Responsibilities:

Customer Success and Communications

• Meet with clients to evaluate current state and identify implementation needs and site-specific objectives that will maximize adoption of Alluma clients
• Deeply understand client’s goals and ensure their objectives are met by driving successful and on-time implementations.
• Effectively create and manage timeline and budget for each implementation task; mitigate risks and escalate issues when necessary to either internal or client management teams.
• Serve as subject matter expert regarding implementation processes, workflows, timelines and best practices.
• Ability to effectively interface with all levels of the client organization (management, administrative, etc.).
• Excellent communication skills. You can influence others and you know your audience. You can effectively translate technical ideas to non-technical people and vice versa.
• Conduct project retrospectives and create a recommendations report in order to identify successful and unsuccessful project elements.
• Create, maintain and share project work plan(s) providing project milestones, tasks, responsibilities and timeframes for successful completion of the projects.
• Deliver project communications ensuring that project sponsor, stakeholders, members, vendors, and other related project staff are kept appraised of status, issues, and near-term coordination of tasks and needs to keep the project on track.

Project Management

• Provide project management in all areas of the project, including direction, meeting preparation, scheduling and facilitation, including developing and adhering to the agenda, providing supporting documentation, and ensuring desired meeting outcomes.
• Develop metrics to effectively measure client organization readiness (prior to launching implementation plan), as well as project success and client satisfaction.
• Working with the business sponsor(s), assist in the development of the project charter identifying the scope, purpose, budget, risks, and success criteria for projects, obtaining all necessary approvals.
• Lead projects from inception to successful completion using standardized tools and templates, working with project sponsors, stakeholders and other participants while planning, organizing, providing communications, and managing resources, budgets and risks to bring about the successful completion of specific project goals and objectives. 
• Must have a proactive, consulting approach in both problem-solving and customer service, focusing on successful project results – both in technical quality and system adoption.
• Ability to manage multiple projects, monitoring, and reporting progress, and exceeding client expectations.
• Supports project accountability and project team cohesiveness by establishing and conveying clear roles and responsibilities.

Product and Business Knowledge​​​​​​​

• Competency and flexibility in understanding diverse and complex business and technical problems, client requirements, and functional/business objectives in order to develop efficient and effective solutions.
• Demonstrate a strong understanding of the platform and how it can be configured to meet the client’s needs/goals

Qualifications Requirements (Knowledge, Skills, Abilities):

• 4-7+ years of project manager experience, including tracking and planning projects.
• 3+ years of experience working with SaaS software environment in a sales/solution engineer or client implementation role
• 2+ years of experience working with business stakeholders within a cross-functional matrix environment
• Ability to analyze complex problems, interprets operational needs, and develops integrated, creative solutions. 
• Proficient with Project Management systems, Excel, Visio, PowerPoint and SharePoint with experience presenting to project stakeholders 
• Flexible and adaptable to various management styles and organizational cultures. 
• Proven senior management interaction/networking skills
• Can conform to shifting priorities, demands and timelines through analytical and problem-solving capabilities
• Strong organizational, verbal, written and documentation skills. 
• Experience in closely and effectively monitoring and managing budgets and staff resources.
• Knowledge of the utilization and deployment of technology solutions including large-scale database-driven applications such as: case, grant, customer relationship (CRM), or enterprise resource (ERP) systems; the Internet, web-based applications, platforms, and the concepts and terminology of website development. 
• Ability to work with multiple teams on different projects and context switch quickly between them
• Demonstrate excellent negotiation and risk mitigation skills to resolve issues and conflicts within the project team 

Education and Certification Requirements:

• Valid, active PMI PMP, PMI ACP certification or comparable project management credentials required.
• Bachelor’s degree in Computer Science, Business Administration or related discipline preferred.

Position:

We are seeking a Manager, Customer Support with a relentless focus on the customer experience. In this role, you'll primarily be responsible for scaling our customer support function to uphold our growing client base, product offering, and business services. You will collaborate across our support team, customer success, product and engineering team to enable a consistently world class customer experience. This includes coaching our front line support team, empowering the team to solve problems, overseeing the resolution process of technical issues and acting as the eyes and ears of Alluma by sharing real-time customer feedback.

Essential Duties & Summary of Responsibilities:

• Oversee Alluma’s customer support team. Maintain and continually improve our exceptional culture on the support team
• Motivate, coach and develop team members ensuring a strong team where all feel motivated and engaged. Develop plans for team members' continued career growth
• Establish a culture of operational excellence where the team consistently executes to ensure customers receive the best possible resolutions while meeting our Service Level Agreements (SLAs)
• Serve as a point of escalation for critical customer questions to create positive outcomes. 
• Optimize our self-service support infrastructure to ensure customers can find an answer to their questions quickly.
• Keep our response times best-in-class to ensure customer satisfaction and maximize customer retention
• Evaluate current Customer Support tools and identify opportunities for improvement
• Identify and investigate reoccurring issues and work with product and engineering teams to ensure solutions that address root causes, mitigating reoccurrence
• Develop department level KPIs, goals and reports to assess and measure the team and department’s performance and overall success.
• Manage the customer support budget and headcount forecast
• Evaluate options for outsourced customer support to be an extension of our internal team 
• Build out a customer service technology roadmap, in partnership with our product team, to help make the support team more efficient and provide world-class service for our customers
• Serve as a key leader in the Customer Success organization. Partner closely with all Customer Teams to continually improve internal processes

Who you are:

• You're highly empathetic, energetic, and passionate about solving any type of problem (performance, professional development, personal)
• You're detail oriented and very organized with the ability to manage projects in addition to day-to-day management responsibilities
• You get energy from motivating and inspiring others, but are also very comfortable and capable of receiving and providing feedback
• Experience in customer support leadership within a SaaS organization
• Proven ability to select, implement and oversee Support tools/technologies
• Strong analytical skills, with a data-driven, metrics-oriented mindset
• Ability to communicate with and relate to people at all levels of an organization and build strong working relationships quickly
• Resilient and able to manage change effectively in a complex and ever evolving, start up environment.
• Comfortable and effective when managing a high-volume workload with speed, accuracy and efficiency

We Are Looking For People Who:

• Have previous experience leading or managing a team
• Understand customer service and communication, technical issue resolution, incident management (e.g. outages), and Customer Support best practices
• Possess natural curiosity and have an affinity for creative problem-solving
• Communicate in a clear, professional, and informative style
• Build trust and confidence with customers and colleagues
• Have shown a consistent track record of delivering results in excess of company expectations
• Lead through influence and maintain a high level of team engagement and motivation
• Maintain high standards, drives results, and have a bias for action in a dynamic and collaborative environment
• Are motivated by supporting others achieve success and growing individuals
• Have experience or interest in building a positive team culture that is focused on Diversity, Inclusion & Belonging

Education/Training Requirements:

• Bachelor’s degree or related work experience

Position:

Tier 1 Product support specialist is to gather the customer's information and to determine the customer's issue by analyzing the symptoms and figuring out the underlying problem. This level should gather as much information as possible from the customer. Once the identification of the underlying problem is established, the specialist can begin sorting through the possible solutions available. You will be expected to have a basic understanding of the product or service and may not always contain the competency required for solving complex issues. Nevertheless, the goal of this group is to handle 70%-80% of the user problems before finding it necessary to escalate the issue to a higher level.

Essential Duties & Summary of Responsibilities:

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Understand and Identify customer needs and help customers use specific features and product capabilities
• Ability to evaluate and troubleshoot software technical issues, as well as replicate and document for further escalation if necessary.
• Provide Client Support by actively and urgently seeking to resolve ticket issues by producing tested fixes and continually communicating with clients.
• Update our internal systems with information about technical issues and useful discussions with customers
• Collaborate with other team Product Support Specialists to achieve faster, more efficient responses to and resolution of trouble tickets.
• Contribute to the Product Support team by owning specific tasks, including but not limited to, documentation, job aids, cross-training, special projects.

Qualifications Requirements (Knowledge, Skills, Abilities):   

• Demonstrated ability to be client facing, high sense of urgency, can act nimbly and pivot with changing client priorities.
• Experience handling escalated customer issues and working under pressure.
• Ability to put clients at ease, assuring them that issues can be resolved and leaving them feeling positive about their interactions with Alluma
• Ability to think strategically about, assess, and analyze trouble tickets when they arise in order to come to the best possible resolution.
• Demonstrated critical problem-solving skills capabilities including: active listening, analysis, research, communication, decision-making, creativity, ability to implement, organization, attention to detail, ability to prioritize.
• Demonstrated experience working on teams and independently.

Education/Training Requirements:

• Bachelor’s degree or related work experience

Position:

As the Customer Product specialist, you will act as the “hub” or central point of contact for the issues related to our platform. You will be invested in understanding our customers and our internal processes and products, as well as understanding interdependencies and data flows. In this role, you will create & prioritize tickets, work with internal and external teams to ensure resolution, create runbooks and document written resources for reference, and synthesize issues/trends in order to identify gaps/opportunities for improvements. You will be working closely with the Customer Success, Growth, Engineering/Product, and Delivery teams resolving customer queries, recommending solutions and guiding product users through features and functionalities. 

Essential Duties & Summary of Responsibilities:

• Respond to customer queries in a timely and accurate way, via phone, email or chat
• Ability to manage and deescalate difficult situations while setting and maintaining customer expectations
• Understand and Identify customer needs and help customers use specific features and product capabilities
• Ability to evaluate and troubleshoot software technical issues, as well as replicate and document for further escalation if necessary
• Provide Client Support by actively and urgently seeking to resolve ticket issues by producing tested fixes and continually communicating with clients
• Work cross-functionally with Product/Engineering and Customer success with escalated customer issues
• Update our internal systems with information about technical issues and useful discussions with customers
• Develop, identify and recommend process or system improvements or re-engineering/elimination (proactive and reactive) 
• Collaborate with other team Product Support Specialists to achieve faster, more efficient responses to and resolution of trouble tickets
• Contribute to the Product Support team by owning specific tasks, including but not limited to, documentation, job aids, cross-training, special projects

Qualifications Requirements (Knowledge, Skills, Abilities):   

• Demonstrated ability to be client facing, high sense of urgency, can act nimbly and pivot with changing client priorities
• Experience handling escalated customer issues and working under pressure
• Ability to put clients at ease, assuring them that issues can be resolved and leaving them feeling positive about their interactions with Alluma
• Ability to think strategically about, assess, and analyze trouble tickets when they arise in order to come to the best possible resolution
• Demonstrated critical problem-solving skills capabilities including: active listening, analysis, research, communication, decision-making, creativity, ability to implement, organization, attention to detail, ability to prioritize
• Demonstrated experience working on teams and independently

Education/Training Requirements:

• Bachelor’s degree or related work experience
• 2-4 years of experience in a support role
• Familiarity in public health, safety-net and social services programs, as well as Information and Referral services a plus, but not a requirement