Client Success Manager (Multiple Positions Open)
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 grow your career in a well-established and fast-growing company, KPA’s Client Success Manager position may be the perfect fit for you!
Position Description: The Client Success Manager is responsible building and maintaining a strong relationship with our customers to drive satisfaction by proactively managing and delivering client optimization of KPA's platform and services. The primary objective of the Client Success Manager is to drive client retention and renewals and ensure your customers are getting maximum value from KPA. The Client Success Team is a rapidly expanding new team within KPA, leading our growth as a SaaS company. The ideal candidate will have experience working in a SaaS or Software company in a customer success or account management capacity.
Position Responsibilities:
• Build trust and communicate effectively with owners, executives, office managers, and power users alike.
• Define, develop and execute effective client adoption and retention strategies.
• Drive engagement with KPA products and services through ongoing calls, regular interactions and conducting business reviews with the Field Services organization and other departments.
• Achieve annual contract renewals.
• Understand the full functionality of the KPA product suite, features and benefits, and competitive position in order to best support KPA clients.
• Drive escalation of client issues, coordinate key resources in the escalation process, and project manage the client issue until its resolution.
• Collect feedback to drive continuous improvement across all areas of the business.
• Define and roll out standard processes across the Client Success organization.
Success Criteria:
• Ability to manage clients independently and efficiently in a SaaS environment.
• Excellent problem solving, organizational and time management skills.
• 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.
• Desire to understand process, identify improvements and implement change.
• Clear and concise written communication.
• Ability to manage workload through a CRM; Salesforce experience a plus.
• Demonstrates KPA’s core values.
• 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.
Requirements
• Minimum of 3+ years in a customer-facing role in a SaaS environment
• Bachelor’s degree or equivalent experience
• High level of familiarity with Microsoft Office Suite, including MSWord, PowerPoint, Excel, and Outlook
• Available to travel up to 25%
Position Details: This position reports to the Director of Client Success. This is a full-time, exempt position.
Location: KPA's headquarters in Lafayette, CO.
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.