Team Manager, Client Success

| Greater Boulder Area
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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.

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 preferred.
  • Experience with Microsoft Office Suite, including MSWord, PowerPoint, Excel, and Outlook

Compensation

  • Base salary range $90-95K annualized
  • Bonus potential of 15%

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

  • Engineering
  • Product
  • Sales & Marketing
  • People Operations
    • C#Languages
    • JavascriptLanguages
    • SqlLanguages
    • jQueryLibraries
    • ReactLibraries
    • AngularFrameworks
    • ASP.NETFrameworks
    • Node.jsFrameworks
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    • Microsoft SQL ServerDatabases
    • MongoDBDatabases
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    • AWS (Amazon Web Services)Services
    • GitHubServices
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    • Google AnalyticsAnalytics
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    • BalsamiqDesign
    • CanvaDesign
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    • Aha!Management
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    • Chorus.AICRM
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    • Microsoft TeamsCollaboration
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    • 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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