Client Success Manager (Multiple Positions Open)

| Greater Boulder Area
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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.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • C#Languages
    • JavascriptLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularFrameworks
    • ASP.NETFrameworks
    • Node.jsFrameworks
    • Vue.jsFrameworks
    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • AWS (Amazon Web Services)Services
    • GitHubServices
    • Google CloudServices
    • Google AnalyticsAnalytics
    • Power BIAnalytics
    • BalsamiqDesign
    • CanvaDesign
    • FigmaDesign
    • MiroDesign
    • UXPinDesign
    • Aha!Management
    • AsanaManagement
    • Google DocsManagement
    • SmartsheetManagement
    • TrelloManagement
    • AzureManagement
    • VisioManagement
    • Chorus.AICRM
    • DocuSignCRM
    • HubSpotCRM
    • LinkedIn SalesNavigatorCRM
    • OutreachCRM
    • SalesforceCRM
    • Salesforce CPQCRM
    • SalesLoftCRM
    • ZoomInfoLead Gen
    • Microsoft TeamsCollaboration
    • SlackCollaboration
    • SmartsheetProject Management

Location

Our headquarters is located in the CirclePoint Corporate Center in Westminster, right off US 36 between 104th and 112th. Minutes from the Westminster Promenade, a major entertainment and food hub.

An Insider's view of KPA

What's something quirky about your company?

We have such a diverse workforce! From the Sales team to QA Analysts; people who've spent their careers in auto dealerships to new Environmental Health and Safety graduates; from the steel industry in PA to compliance software in OK to auditors on both coasts and everywhere in between. I'm so pumped to work with so many different kinds of people!

Meghan

Human Resources Generalist

How do you collaborate with other teams in the company?

I love how enthusiastic other teams and departments are to work together. Everyone in the organization is willing to lend a helping hand whether it’s through a quick ping, email, or a video call. It’s energizing being at a company that feels like one big team!

Emma

Senior Financial Analyst

What makes someone successful on your team?

Being in a client facing role, holding a professional & positive demeanor is crucial to one’s success. The ability to empathize with varying clients’ needs & changing communication styles are also essential. Most importantly though, is relationship building. It is our job to instill trust with our clients & once this happens, the rest is simple.

Matt

Client Success Manager

What are KPA Perks + Benefits

KPA Benefits Overview

KPA strives to create a productive work environment by supporting employees and their families with competitive benefits.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
Open office floor plan
Flexible work schedule
Remote work program
Most of our roles have the flexibility to work remotely within a hybrid model.
Diversity
Mandated unconscious bias training
Diversity manifesto
Diversity employee resource groups
KPA's DEI Group helps to create an inclusive environment for our diverse workforce by developing internal training and organizing events and initiatives within the community.
Hiring practices that promote diversity
KPA is careful to source diverse candidates and interviews fairly based on skills and aptitude. Our recruiting team contiunally collects and analyzes data to promote equity in our hiring practices.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Pet insurance
Wellness programs
Team workouts
KPA has provided a place for employees to gather online to take live yoga, stretching, and meditation classes.
Mental health benefits
KPA's EAP and Teledoc programs are available to all employees are easy to use resources to support and promote mental health during the pandemic.
Financial & Retirement
401(K)
401(K) matching
Performance bonus
Child Care & Parental Leave Benefits
Generous parental leave
We provide 6 weeks of paid parental leave.
Family medical leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid volunteer time
Paid holidays
Floating holidays
Bereavement leave benefits
Office Perks
Company-sponsored outings
Free snacks and drinks
Some meals provided
Company-sponsored happy hours
Onsite office parking
Fitness stipend
Onsite gym
Professional Development Benefits
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Continuing education stipend
We offer $2000 annually for continuing education.
Online course subscriptions available
Customized development tracks
Paid industry certifications

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