Customer Support Manager, Saas at KPA

| Greater Boulder Area
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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? Are you intrigued and motivated by solving the Customer Support challenges of a SaaS business that is growing both organically and through acquisitions?  Do you have the ability to build rapport and bring out the best in team members to continuously improve the quality and efficiency of support offered customers of a SaaS product?

 

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, Software Support in a new hands-on role within KPA, to build upon and grow our support operations as new software platforms, products, and services are introduced and integrated.   In this role, you will be responsible for managing the team responsible for customer support for a SaaS-based application. We are seeking a strategic, innovative thinker with excellent leadership and communication skills who can collaboratively lead our Customer Support team 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.

• Begin working directly with both internal and external users of KPA software, responding to requests via email and phone. 

• Perform initial research and triage for advanced issue resolution by advanced support and engineering. 

• Begin monitoring the support queue and current SOPs, track case closure rate by case type. 

• Use expertise in Customer Support processes to begin to make changes toward a tiered support model. 

 

In the first 60 - 90 days you will:

• Set up systems for catching recurring support issues and track frequency and capture data that will be used in a self-service knowledge base.  

• Become an expert on tier 1 and tier 2 support issues and the existing work arounds. 

• Using metrics, lead discussions to prioritize process improvement initiatives to promote client ease of use of KPA software.  

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

• Launch self-service functionality 

 

In the first 6 months you will:

• Regularly review tickets and backlog items and publish reports to track key performance indicators for the department.

• Promote a culture of continuous improvement on the Customer Support team.  

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

• Provide input to Customer Success Operations and the Product team on how to continuously improve our products for ease of use for the customer.  

By the end of the first year you will have:

• Innovated on continuous improvement initiatives, utilizing capacity, metrics, and reporting to make recommendations and drive decisions to improve the Client Support team’s contributions to KPA’s growth. 

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

 

 

Requirements

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

• Proven ability to use data from a variety of sources including a ticketing system (Zen Desk) and CRM systems(Salesforce, SFDC) to make recommendations and create team buy-in for continuous improvements.  

• Excellent understanding of standard business practices related to Customer Support processes and systems 

• Natural curiosity and desire to get to the root cause of an issue. 

• Experience leading a team driven toward a high level of efficient support and follow through to problem resolution. 

• Proven ability to maintain enthusiasm and service-oriented attitude under pressure.    

• 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.  

 

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Technology we use

  • Engineering
    • .NETLanguages
    • C#Languages
    • SqlLanguages
    • jQueryLibraries
    • AngularJSFrameworks
    • ASP.NETFrameworks
    • Microsoft SQL ServerDatabases
    • RedisDatabases

Location

The Lafayette Y, a coffee shop, brewpub, a variety of restaurants and childcare facilities are all within walking distance. Free Parking!
“I’ve Never Woken up and not Wanted to Come to Work”: How KPA Keeps People Inspired Every Day
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An Insider's view of KPA

What’s the vibe like in the office?

I have always loved going into the KPA HQ office. I love learning about all aspects of KPA through colleagues in other departments. With our office closed for COVID, we are still finding ways to collaborate and celebrate each other on a regular basis. It is through townhalls and virtual meetups. We need each other to get it done!

Meghan

Human Resources Specialist

How do you collaborate with other teams in the company?

The SDR team is at the center of outreach and client engagement in many cases. I personally love to collaborate with all teams when asked because in the end we all have the same vision. Stepping outside that comfy little box is the only way to successfully schedule appointments, create opportunities and close deals.

JoAnna

Sales Development Representative

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

Senior Implementation Manager

How do your team's ideas influence the company's direction?

The Sales Development function at KPA is a trusted and well-respected voice. The team’s feedback helps drive enhancements to our sales process as well as how we develop as a company and serve our clients better. There’s a regular feedback loop where insights and learnings from the SDR team drive real enhancements to our messaging and direction.

Tyler

SDR Manager

What are KPA Perks + Benefits

Culture
Volunteer in local community
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Group brainstorming sessions
Diversity
Highly diverse management team
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 2 weeks of parental leave.
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks
Paid industry certifications
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