Client Success Team 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.
Reporting to the Director of Client success, the Client Success Team Manager is responsible for hiring, coaching and managing a team of Associate Client Success Managers to drive client outcomes and engage and renew KPA’s client base. You will help the team develop their skills, look for areas of opportunity to improve our processes, and ensure a positive client experience for our KPA clients. The Client Success Team Manager will ensure a high performing culture and lead the team to achieve all goals and success metrics, both business impact (retention) and customer impact (NPS; CSAT scores). The Client Success team is a growing organization at KPA and vital to the success of KPA.
Responsibilities:
- Recruit, train and develop a team of top-notch Client Success professionals.
- Create a tight and collaborative team culture with the client firmly at the center.
- Drive high levels of ongoing client satisfaction and product adoption through on-going team coaching and development.
- Ensure Associate Client Success Managers are trained and skilled to deliver an exceptional client experience.
- Manage team to retention and customer satisfaction goals.
- Collaborate with Sales, Customer Service, Product and the Field Services teams to maximize customer success and account growth.
- Serve as a key internal escalation point for client issues.
- Represent the voice of the customer and champions client causes across the organization.
- Work with the Director of Client Success to define a repeatable client success process to improve client experience and team efficiency.
- Partner with marketing to build out scalable ways to proactively engage customers.
Success Criteria:
- Great listener, strong communicator, as well as a curious and creative problem solver.
- Dedication to providing an exceptional client experience.
- Strong team player who emphasizes team success over individual success
- Extremely dynamic personality with an effective style of communication.
- Ability to prosper and self-motivate in a fast-paced, self-directed, entrepreneurial environment.
- Excellent organization and time management skills.
- Active listening, speaking, and writing skills.
- Demonstrates KPA’s core values.
- A positive attitude, we are looking for people who are motivated by helping others.
Job Qualifications:
- At least 2 years managing a team.
- 3+ years of account management and customer adoption experience, with a focus on revenue retention and renewals within an existing install base.
- Bachelor’s degree required.
- Experience with Microsoft Office Suite, including MSWord, PowerPoint, Excel, and Outlook
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.