Position Description:
The Client Implementation Associate is responsible for managing all aspects of new customer Implementations on KPA EHS, 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 Associate will also work with KPA’s whole Client Success team to ensure strong customer relations and increased customer satisfaction throughout the entire customer life-cycle.
Responsibilities:
- Perform setup and configuration of KPA EHS client sites from a technical and operational perspective
- Project managing the delivery of clients into onboarding production
- Working with customers to understand their requirements in products and services
- Identify and determine any implementation risks that exist and a path to solution
- Provide configuration and integration guidance to new clients as part of training and onboarding
- Creatively resolve implementation issues and customer problems using existing platform functionality
- Build rapport and trust with clients to ensure an exceptional onboarding experience
- Influence decision makers to clear project issues and roadblocks
- Educate client administrators on how to setup and use KPA EHS to best fulfill the client needs
- Drive completion of projects based on established timelines
- Assist Product and Content teams with troubleshooting and feedback to larger systematic issues
- Assist other members of the Client Success team when necessary to further KPAs strategic goals
- Ensure a smooth hand off to clients after a successful implementation
Qualifications:
- Minimum of 2 years in a client-facing role
- Bachelor’s Degree or equivalent experience required
- Basic understanding of Microsoft Office Suite, including MSWord, PowerPoint, Excel, and Outlook
- Experience with Salesforce a plus
Success Criteria:
- Ability to manage accounts independently and efficiently, within the parameters and guidelines of the Client Success Processes and Procedures
- Ability to work with and train clients and teammates in remote locations, on the telephone and/or using online tools
- Extremely dynamic personality with an effective style of communication
- Ability to prosper and self-motivate in a fast-paced, self-directed, entrepreneurial environment
- Ability to work both independently and in a team environment
- Excellent organization and time management skills
- Ability to manage workload through a CRM; Salesforce experience a plus
- Demonstrates KPA’s core values; Integrity, Helpfulness, Excellence, Agility, Respectfulness and Teamwork
- Proven dedication to developing strong client relationships and the ability to adapt style to the audience and manage different personalities in order to interact with a range of clients in a professional, credible manner
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
Compensation:
- Base salary between $55-65k
- Annual bonus potential of 7.5%
