Director, Client Success

| Greater Boulder Area
KPA (www.kpa.io) is a leading provider of EHS (Environmental Health & Safety) Risk Management, Workforce Management, and Sales/F&I (Finance & Insurance) solutions for the automotive, collision repair, manufacturing, insurance, and distribution & logistics industries. KPA’s innovative software platform combined with recurring on-site audit/loss control services delivers the visibility and actionable insight necessary for organizations to proactively mitigate operational, regulatory and compliance-related risks—helping achieve regulatory compliance; control risk; protect assets; and effectively train, retain, and manage people.
The Director, Client Success in a new hands-on role within KPA, to build upon and grow our Client Success 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 driving customer adoption and delight for KPA’s SaaS based application resulting in both upsell opportunities and renewals. Your team will engage with clients who have implemented KPA’s software platform to solve their business challenges. Your team will provide input and collaborate with Account Managers to create and execute on strategic customer plans. We are seeking a strategic, innovative thinker with excellent leadership and communication skills who will lead our Client Success team processes and team through rapid growth and change. KPA appreciates your passion for improving organizational efficiency and customer engagement through metric- driven decision making.
In the first 30 days you will:
· Begin learning KPA’s software solutions and how clients use and benefit from our software products.
· Meet colleagues and begin to understand the current KPA team structure that supports clients and drives customer delight.
· Review implementation and adoption processes for KPA’s solutions.
· Review current activity to manage and execute on renewals.
· Begin working directly with both internal and external users of KPA software, proactively reaching out to identify
 customer challenges
· Recognize ROI of utilizing KPA’s solution and coach Client Success Managers in recognizing and communicating the
 ROI to customers.
· Review tools used to monitor adoption and utilization of KPA solutions.
· Become an expert in the business processes that KPA’s solutions support in order to coach, consult, and coordinate with customers to maximize their usage of our products.
In the first 60 - 90 days you will:
· Set up systems for capturing customer experience and product feedback including client references and case
 studies.
· Implement tool used to calculate Net Promoter Score.
· Drive process and utilization of metrics to consistently execute on renewals and to develop accurate forecasts of
 renewal activity.
· Initiate cross-functional processes to promote renewals, escalate risk, and coordinate KPA resources in alignment with revenue retention and growth.
· Forecast renewal data based on data insights and completion of relevant milestones with KPA and acquired product integrations.
· Collaborate with Account Management team to create templates and tools to capture upsell opportunities.
· Using metrics, lead discussions to prioritize customer engagement to promote customer learning, detect customer
 stakeholder changes and ultimately maintain and grow KPA’s revenue.
· Review metrics to measure team adherence to Standard Operating Procedures (SOPs),analyze effectiveness of SOPs. Recommend changes and enhancements to SOPs and staffing models based on metrics.
· Develop playbooks and tools used to drive customer engagement.
· Build process for training and development of the Client Success Team to continue our growth in how we engage with, service and sell to customers.
In the first six months you will:
· Regularly review customer experience and reports created to track key performance indicators for the department.
· Promote a culture of continuous improvement on the Client Success team.
· Continue to improve process for forecasting renewals and managing cross- functional efforts to positively effect  
 renewals and capture product feedback in support of customer delight with KPA services.
· Be a leader in the team integrating clients of acquired businesses into KPA’s service offering, leading the vision for
 how to retain customers through change.
· Provide input to Client 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 Success team’s contributions to KPA’s growth.
· Created high touch customer engagement workflows/processes used to track and integrate acquired product offerings in a way that maintains and grows revenue from customer base.

Qualifications

  • 5-10 years of experience promoting Client Success with a SaaS based solution, preferably in a B to B environment.
  • 3+ years of hands-on people and team management promoting a vision of continuous improvement with client engagement processes
  • Proven ability to lead through change and rapid business growth including M&A activity.
  • Proven ability to use data from a variety of sources including a ticketing system (Zen Desk), CRM systems (Salesforce, SFDC), and surveys to make recommendations and create team buy-in for continuous improvements.
  • Excellent understanding of standard business practices related to Client Successes processes and systems
  • Natural curiosity and desire to get to the root cause of issues.
  • Experience leading a team driven toward a high level of customer engagement and follow through to problem resolution.
  • Proven ability to maintain enthusiasm and service-oriented attitude while under time 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.

Compensation

  • Base salary between $125 - 130K
  • Targeted annual bonus of 20%

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
- Parental Leave
- Holidays
- 401(k) match with immediate vesting
- Life Insurance
- Short and long term disability insurance
- FSA
-HSA matching
KPA, with headquarters in Colorado but teammates throughout the United Sates, is recognized as one of Colorado's 2021 Best Places to Work.
 
“To be ranked so highly in Built In’s Best Places to Work Awards is a recognition of KPA’s dedication to creating a team of outstanding professionals and our efforts to create a positive and safe workplace culture for everyone,” said Chris Fanning, KPA President and CEO. “I believe we’ve developed a high caliber organization comprised of passionate people who are experts in their respective fields and deliver great value to our customers.”
 
As a growing company KPA values its employees by supporting them with a full benefits package including:
- Medical (both PPO and HSA plans available)
-HSA contributions
- Dental
- Vision
- Paid Time Off
- Paid Holidays and floating holidays
- 401(k) match with immediate vesting
- Life Insurance
- Short and long term disability insurance
- FSA
- Employee Assistance Program
-Telehealth
-Pet Insurance
 

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Technology we use

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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

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
Friends outside of work
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Group brainstorming sessions
Diversity
Documented equal pay policy
Highly diverse management team
Unconscious bias training
Diversity Employee Resource Groups
KPA's DEI Group helps to create an inclusive environment for our diverse workforce.
Hiring Practices that Promote Diversity
KPA is careful to source diverse candidates and interviews fairly based on skills and aptitude.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
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.
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
Home Office Stipend for Remote Employees
KPA has provided all employees working remotely during the pandemic a stipend to set up a healthy and productive work environment.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
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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