Team Manager, Client Success
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