Description

Are you looking for an established and growing company where you can make an impact on the business and be recognized for your efforts? 

 KPA (www.kpaonline.com ), headquartered in Lafayette, CO and with a growing office in Portland, OR, is a market leader in cloud-based risk management solutions for the automotive, insurance and industrial markets.  Recent research conducted by Bain and LEK consulting firms, confirm KPA is one of the leaders in the highly fragmented, growing, $4B middle-market compliance markets served by KPA – automotive, insurance and industrial. Given these outstanding characteristics, KPA has recently attracted a tier one private equity firm, Providence Equity Partners as its majority investor. 

Since 1986 KPA has been refining the core values with which we work together as a team and with our clients.  Do you align with our core values of Integrity, Helpful, Excellence, Agile, Respectful, and Teamwork?  It is these core values that promote our success through both organic growth and integrating acquisitions.  This success and the growing demand for compliance continues to promote an entrepreneurial atmosphere at KPA. 

The Manager, Client Success Operations in a new role within KPA, to build upon and grow our successful client engagement, support and retention practices as new software platforms, products and services are introduced and integrated.   In this role you will be responsible for managing all support functions essential to the success of multiple teams supporting customers including the Implementation and Training team, the Field Operations team, the SaaS Support team, and the Client Success Management team.   We are seeking a strategic, innovative thinker with excellent leadership and communication skills who can lead our Client Success Operations processes and team through rapid growth and change.  KPA appreciates your passion for improving organizational efficiency and customer satisfaction through metric- driven decision making.  

In the first 30 days you will:

• Begin learning KPA’s software solutions and how clients use and benefits of our software products.  

• Meet colleagues and begin to understand the current KPA team structure that supports clients and innovates for new product and service offerings.

• Review and begin to iterate to improve the collection and presentation of metrics that will be used in managing the improvement of client success processes.  

In the first 60 - 90 days you will:

• Present Framework for organizational reporting on success measures and key performance indicators.  Begin to develop and improve on existing KPI dashboard.  

• Using metrics, lead discussions to prioritize process improvement initiatives to promote client engagement and retention.  

• Collect metrics to measure team adherence to Standard Operating Procedures (SOPs),analyze effectiveness of SOPs.  Recommend changes and enhancements to SOPs based on metrics.  

• Work collaboratively with the Product and Field Operations teams to create and track service delivery processes as products are integrated. 

In the first 6 months you will:

• Establish, implement, and oversee short and long range organizational goals, objectives, strategic plans, administrative policies, and operating procedures; monitor and evaluates programmatic and operational effectiveness with a focus on efficiency, engagement and continuous improvement.  

• Leverage client usage, inbound calls/ concerns, contract renewal dates etc. to manage a robust, proactive client touch program. 

• Create and develop additional reports, charts, client information, statistics and data to measure key activities of each Client Success team and incorporate into a comprehensive Client Success Dashboard. 

• Build process for training and development of our Client Success teams to continue our growth of new developments in the Client Support field.

• Create and manage processes and personnel to optimize the contract to bill implementation process, with rigor around measurement of days to bill (goal less than 60 days), client usage/ satisfaction (implement Net Promoter survey/process for each product), and overall retention (monitor 6-month improvement goals) based on a high touch, early engagement after contract signature.  

By the end of the first year you will have:

• Created and lead a portfolio of continuous improvement initiatives, utilizing capacity, metrics and reporting to make recommendations and drive decisions to improve the Client Success team’s contributions to KPA’s growth. 

• Created client service workflows/processes used to track and integrate acquired product offerings. 

• Mentor teams with the use of metrics to be proactive in the retention and expansion of services and revenue from clients. 

• Assist in the due diligence process to analyze and plan the service processes for software, product and services of acquisition targets. 

Requirements

• 5+ years experience in sales, customer support, customer success operations in a B2B environment, ideally in a high growth technology business in which processes must be defined, documented and governed. 

• Proven ability to gather data, compile information and prepare and present reports from a variety of sources including a ticketing system (Zen Desk) and CRM systems(Salesforce, SFDC) .  

• Excellent understanding of standard business practices related to Customer Service Operations processes and systems (sales cycle, renewal cycle, CRM applications, reporting, tracking of the customer journey using tools such as Gainsite, Trend Zero

• Experience managing the implementation of software tools and processes used by efficient and engagement oriented Customer Support teams.  

• Proven ability to work effectively at all levels of a business, communicating complex tactical topics in a strategic way and influencing cross functional groups to aligned goals.  

• Familiarity with Visio or other workflow tool utilizing BPMN 2.0 is preferred 

• Experience mentoring and leading a small team and coaching within the larger organization.  

• Lean Six Sigma Black Belt Certification demonstrates your alignment with process improvement processes.