Client Implementation Manager

Are you looking for a dynamic SaaS and Services company? Do you enjoy helping others and learning new things on a wide variety of topics? If you are looking for an opportunity to establish a career in a well-established and fast-growing company, KPA’s Implementation Specialist position may be the perfect fit for you!
 
The Implementation Specialist is responsible for managing all aspects of new customer Implementations on KPAs core Environment Health and Safety, Finance and Insurance and Human Resources products, including initial site setup, project planning with the customer and training of the customer administration and supervisory staff.  In addition to their primary duties, the Implementation Specialist will also work with KPAs whole Client Success team to ensure strong customer relations and increased customer satisfaction throughout the entire customer life-cycle.

What You'll Do:

- Own the implementation process. Manage new customer implementations from initial planning and site configuration through training, launch, and transition to ongoing support.

- Build strong customer relationships. Serve as a trusted point of contact throughout implementation, understanding customer needs, setting expectations, and helping them navigate the process.

- Keep projects on track. Develop and manage implementation plans, coordinate deliverables, identify potential risks, and proactively address issues that could impact timelines.

- Configure solutions to meet customer needs. Set up and configure KPA's platforms, providing guidance on product functionality, integrations, and best practices.

- Solve problems creatively. Work through implementation challenges, identify practical solutions using existing platform capabilities, and help customers overcome obstacles.

- Help customers become confident users. Train customer administrators and supervisors on how to effectively use KPA's products and manage their environments.

- Collaborate across teams. Partner with Client Success, Product, and Content teams to troubleshoot issues, share customer feedback, and improve the implementation experience.

- Set customers up for long-term success. Ensure implementations are completed successfully and customers experience a smooth transition to their ongoing Client Success team.

What You'll Bring:

- At least 2 years of experience in a customer-facing role, ideally involving customer onboarding, implementation, project coordination, or technical support.

- Strong organizational and time management skills, with the ability to manage multiple priorities and keep projects moving forward.

- Confidence communicating with customers, understanding their needs, and guiding conversations toward solutions.

- A practical, resourceful approach to problem-solving, including the ability to work through unexpected challenges and remove roadblocks.

- Comfort learning new technology, explaining technical concepts, and helping others become confident using software platforms.

- The ability to work independently while collaborating effectively with customers and teammates in a remote environment.

- Experience using Microsoft Office applications and customer relationship management tools.

- A bachelor's degree or equivalent professional experience

Nice to Have:

- Experience working with Salesforce.

- Previous experience implementing, configuring, or supporting software solutions.

What Success Looks Like:

- Success in this role goes beyond completing implementations on time. It's about creating an experience where customers feel supported, understand how to use their solutions, and are confident moving forward.

- You'll be successful when you're able to independently manage implementations, build trust with customers, anticipate challenges before they become larger problems, and work effectively across teams to deliver a smooth onboarding experience.

- Above all, you'll bring a combination of accountability, curiosity, and a customer-first mindset to your work, helping KPA deliver on its commitment to making compliance simpler and more effective.

Compensation:

- Base salary of 65-75k commensurate with experience

- Annual bonus up to 7.5%

Physical Requirements:

Physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

- ​​Visual Recognition​ - ​Constantly​

- ​​Stationary sitting or standing position​ - ​Constantly​

- Working at a computer typing and view a screen​ - ​Constantly​

- ​​Speaking, Hearing, and Listening​ - ​Often​

Don’t meet every job requirement? At KPA, we are dedicated to building a diverse, inclusive, and authentic workplace. Studies have shown some people are less likely to apply unless they meet every requirement. If you’re excited about the role but your past experience doesn’t align perfectly with every qualification, we still encourage you to apply! You might just be the right candidate for this or other roles.
As a growing company KPA values its employees by supporting them with a full benefits package including Medical, Dental, Vision, Flexible Spending Accounts, PTO, Paid and Floating Holidays, 401k with Company match and immediate vesting, Company-funded Life Insurance, Employee Assistance Programs, and No-cost Mental Health Benefits.
Please note: we may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
KPA is committed to providing equal opportunity in all of our employment practices, including selection, hiring, promotion, transfer, and compensation, to all qualified applicants and employees without regard to race, religion, religious dress/grooming, color, ethnicity, sex (including sex stereotyping), sexual orientation, gender identity or gender expression, national origin, ancestry, citizenship status, creed, uniform service member status, military or veteran status, marital status, pregnancy, breast-feeding and/or pregnancy-related conditions, age, protected medical condition, leave status, physical or mental disability, genetic characteristics, or any other legally-protected status in accordance with the requirements of all federal, state and local laws. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire.
If you need assistance or an accommodation due to a disability, you may contact us at [email protected].
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