Client Implementation Manager
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Job Description
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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.
- 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.
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KPA (operating at kpa.io) is a compliance and workforce management platform engineered for businesses seeking to streamline safety, regulatory adherence, and operational efficiency. Founded in 1986 and headquartered in Westminster, Colorado, KPA specializes in automating critical workflows—such as contractor onboarding, real-time compliance tracking, and vendor risk mitigation—where traditional manual processes often introduce inefficiencies and exposure. Under the hood, its software integrates AI-driven analytics, automated documentation, and role-based access controls to ensure adherence to industry-specific regulations, from automotive manufacturing to general workforce safety. This allows enterprises to reduce administrative burdens, minimize legal risks, and foster a culture of accountability without sacrificing scalability. While privately held, KPA’s legacy spans decades of innovation, serving industries like automotive with tailored solutions that adapt to evolving compliance landscapes.
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