Client Implementation Manager
KPA (www.kpaonline.com) is a proven SaaS technology and services partner for corporate compliance and human resource professionals seeking opportunities to raise productivity, control expense, and mitigate financial and reputational risk via business process automation, improved safety and workplace compliance, and better HR practices. With KPA’s proven portfolio of end-to-end solutions and operational best practice clients can unlock opportunities to drive down costs, mitigate risk, and enhance the employee experience at a lower cost than clients can achieve internally.
Founded in 1986, KPA is owned by Providence Equity Partners, a top-tier private-equity company, and is focused on delivering SaaS solutions to the small and mid-size business (“SMB”) markets.
Are you looking for a dynamic SaaS and Services company? Do you enjoy helping others and learning new things on a wide variety of topics? If you are looking for an opportunity to establish a career in a well-established and fast-growing company, KPA’s Implementation Specialist position may be the perfect fit for you!
The Implementation Specialist is responsible for managing all aspects of new customer Implementations on KPAs core Environment Health and Safety, Finance and Insurance and Human Resources products, including initial site setup, project planning with the customer and training of the customer administration and supervisory staff. In addition to their primary duties, the Implementation Specialist will also work with KPAs whole Client Success team to ensure strong customer relations and increased customer satisfaction throughout the entire customer life-cycle.
Position Responsibilities:
- Perform setup and configuration of KPA client sites from a technical and operational perspective
- Project managing the delivery of clients into onboarding production
- Working with customers to understand their requirements in products and services
- Identify and determine any implementation risks that exist and a path to solution
- Provide configuration and integration guidance to new clients as part of training and onboarding.
- Creatively resolve implementation issues and customer problems using existing platform functionality
- Build rapport and trust with clients to ensure an exceptional onboarding experience
- Influence decision makers to clear project issues and roadblocks
- Educate client administrators on how to setup and use KPAs products to best fulfill the client needs
- Drive completion of projects based on established timelines
- Assist Product and Content teams with troubleshooting and feedback to larger systematic issues
- Assist other members of the Client Success team when necessary to further KPAs strategic goals
- Ensure a smooth hand off to clients after a successful implementation
Success Criteria:
- Ability to manage accounts independently and efficiently, within the parameters and guidelines of the Client Success Processes and Procedures.
- Ability to work with and train clients and teammates in remote locations, on the telephone and/or using online tools
- Extremely dynamic personality with an effective style of communication.
- Ability to prosper and self-motivate in a fast-paced, self-directed, entrepreneurial environment.
- Ability to work both independently and in a team environment.
- Excellent organization and time management skills.
- Ability to manage workload through a CRM; Salesforce experience a plus.
- Demonstrates KPA’s core values; Integrity, Helpfulness, Excellence, Agility, Respectfulness and Teamwork.
- Proven dedication to developing strong client relationships and the ability to adapt style to the audience and manage different personalities in order to interact with a range of clients in a professional, credible manner.
Job Qualifications:
- Minimum of 2 years in a customer-facing role
- Bachelor’s Degree or equivalent experience required.
- Basic understanding of Microsoft Office Suite, including MSWord, PowerPoint, Excel, and Outlook
- Experience with Salesforce is a plus
As a growing company KPA values its employees by supporting them with a full benefits package including:
- Medical (both PPO and HSA plans available)
- Dental
- Vision
- Paid Time Off
- Holidays
- 401(k) match
- Life Insurance
- Short and long term disability insurance
- FSA
-HSA matching
With the stability of over 30 years of experience, we are growing rapidly as a major competitor in a fragmented $4B market and are adding innovative team members to drive this momentum.