Client Implementation Manager

About the Role:

A successful customer relationship starts with a strong implementation. At KPA, our Client Implementation Managers play a key role in making that happen, helping new customers get up and running with the tools they need to manage compliance, reduce risk, and operate more effectively.

We're looking for someone who enjoys working directly with customers, solving problems, and bringing structure to complex projects. You'll own the implementation process from initial planning and configuration through training and launch, helping customers navigate challenges and get the most out of KPA's solutions.

This role combines project management, technical problem-solving, and customer relationship management. You'll work closely with customers and internal teams to keep implementations moving forward, resolve roadblocks, and create a positive experience that sets the foundation for long-term success.

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