VP of Client Experience

3 months ago

Melville, United States KWI Full time

VP of Client Experience



*This is a hybrid role*



The Opportunity


As the VP of Client Experience, you are responsible for orchestrating the entire customer success function, with the primary goal of ensuring customers are satisfied, achieving their desired outcomes, and contributing to the company's growth and success. You will display strong leadership, strategic thinking, and a deep understanding of the customer's journey. Your ultimate goal will be to enhance the customer experience and ensure a seamless customer journey with KWI.



The Company


We are a small team with a big vision: to be the premier provider of cloud technology solutions for retailers. KWI offers a complete, unified commerce solution from a single database, specifically designed to help specialty retailers grow their business. Our portfolio of customers includes Pandora, David Yurman, Tom Ford and many other globally recognizable brands.


We unify Point of Sale, Merchandising, e-Commerce, CRM, and Loss Prevention into one cloud-based platform. We are a Values and Mission driven organization, and we believe that if we develop and demonstrate leadership in our strategy, operations, and people, we will continue to drive product innovation and service excellence.


What we value


  • Commitment
  • Respect & Dignity
  • Passion
  • Caring
  • Accountability
  • Reliability



As the VP of Client Experience, you excel at the below core competencies


  • Relationship Building: Can build immediate rapport, even when facing difficult or tense situations.
  • Adaptability: Skilled in adapting their approach and demeanor in real time to match the shifting demands of different situations.
  • Manages Complexity: Can make sense of complex, high quantity, and sometimes contradictory information to effectively solve problems.
  • Accountability: Establishes clear responsibilities and processes for monitoring work and measuring results.


The impact you’ll make


  • Build and maintain strong strategic relationships with key decision makers and become a trusted advisor to clients by effectively understanding their business needs and advocating for them across our organization.
  • Develop and execute comprehensive strategies to achieve proactive positive client relationships and drive growth.
  • Lead, motivate, and mentor the client success team, fostering a high-performance culture and ensuring individuals exceed client expectations and experience.
  • Drive customer adoption of the company's offerings by providing training, resources, and support to maximize product/service utilization.
  • Conduct regular, timely check-ins with clients to ensure they are satisfied, and their needs are being met.
  • Provide reports and updates to the executive and leadership team, offering insights, recommendations, and opportunities to proactively make changes to improve our client relationships.
  • Ensure alignment between customer success and the broader organizational strategy, driving a customer – centric culture.
  • Collaborate with cross-functional teams, including Product, Project and Development to ensure seamless service delivery, client onboarding, and problem resolution.
  • Represent the company at industry events, conferences, and networking opportunities to enhance the company's brand and foster new business relationships.
  • Support and continue to build a best-in-class client services team by creating processes, training, and rolling out new business initiatives.
  • Collaborate with Sales, Product, Development, etc. on strategic initiatives and client requests, including influencing roadmap for product enhancements.
  • Oversee and collaborate with other departments to align support services with overall company goals and customer needs.
  • Set clear expectations and objectives for help desk and support managers, aligned with company goals and customer satisfaction.
  • Facilitate collaboration between help desk and support teams, ensuring consistent and cohesive service delivery across all customer touchpoints.



What you will bring


  • Bachelor’s Degree in Business or a related field preferred
  • 8+ years of relevant leadership experience in customer success or related function
  • 5+ years’ experience building relationships with executives with company level decision making authority
  • 5+ years’ experience with B2B Software companies
  • Experience working within the retail industry highly preferred
  • Proven problem-solving and decision-making skills, with the ability to think strategically and find innovative solutions.
  • Bias towards action and comfortable with ambiguity; motivated to solve complex problems with a creative, can-do mindset
  • Highly skilled at presenting in large groups, both in-person and virtually, and managing challenging or escalated client situations
  • Excellent critical thinking skills, combined with the ability to present beliefs clearly and compellingly in verbal and written form, particularly the ability to convey technical / nuanced information in an accessible and understandable manner
  • Experience implementing internal process for cross functional teams to deliver on customer needs


As a member of the KWI team you will receive


  • Full Medical, Dental and Vision
  • 4 weeks of PTO in your first year
  • Summer Fridays....all year round
  • Tuition Reimbursement
  • Discount from building café
  • 401(K) with a 50% company match (up to 6% of employee contribution)
  • Employee Referral Program
  • (1) Volunteer day each year



Our work space


We understand that our teams need flexibility, which is why we follow a hybrid schedule. Our in-office days are Monday, Tuesday and Thursday, and employees are allowed to work remotely on Wednesdays and Friday.


We are also a collaborative group and believe that getting together in person allows our team to do their best work. Together we enjoy monthly events, bagels every Thursday, a state-of-the-art coffee machine, a full snack pantry and many more surprise and delight moments throughout the year.



Our commitment to you


At KWI, we know that cultivating diversity and fostering an inclusive work environment is critical to our impact and success. We create an environment where no individual is advantaged or disadvantaged because of their background. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.


With a commitment to maintaining a bias-free environment in which harassment is prohibited, we respect cultural diversity and comply with the laws of the places in which we operate. We expect our business partners, suppliers, clients, and all our team members to uphold these commitments.

  • Senior Lender

    4 weeks ago

    Melville, New York, United States Flagstar Bank Full time

    Position Title Senior Lender - VP Location Flagstar Bank Job Summary The Senior Lender - VP will assist the managers of the Financial Center and Private Client Groups in the development of personal and business loans. Pay Range: $105,900.00 - $160,238.00 - $203,100.00 Job Responsibilities: JOB DUTIES: Meet with prospects and clients of Private Client Groups...

  • Private Client Advisor

    4 weeks ago

    Melville, New York, United States Bank of America Full time

    Job Description:At Bank of America, we strive to create a workplace where our teammates can thrive and make a meaningful impact. As a Private Client Advisor, you will play a crucial role in helping our clients achieve their financial goals.Key Responsibilities:Lead the Client Management Process to identify new business development opportunitiesSource new...

  • Client Services Liaison

    1 month ago

    Melville, New York, United States The PCA Group Full time

    Job OverviewThe PCA Group is seeking a skilled Client Services Associate to join our team. As a key member of our client-facing team, you will be responsible for providing exceptional support to our clients, ensuring their needs are met and exceeded.Key ResponsibilitiesDevelop and maintain strong relationships with clients through proactive communication and...

  • Client Operations Specialist

    4 weeks ago

    Melville, New York, United States Prestige Employee Administrators Full time

    Job SummaryPrestige Employee Administrators is seeking a highly skilled Client Operations Analyst to join our team. As a Client Operations Analyst, you will be responsible for maintaining PTO plans, executing bulk employee data imports, and handling complex system uploads.Key ResponsibilitiesMaintain PTO plans and troubleshoot issues in the HRIS...

  • Client Operations Specialist

    4 weeks ago

    Melville, New York, United States Prestige Employee Administrators Full time

    Job DescriptionPrestige Employee Administrators is seeking a highly skilled Client Operations Specialist to join our team. As a key member of our operations team, you will be responsible for maintaining our HRIS system, executing bulk employee data imports, and providing demonstrations on HRIS platforms for new team members.Key Responsibilities:Maintain PTO...

  • Client Operations Analyst

    2 days ago

    Melville, United States Prestige Employee Administrators Full time

    To be successful in this role, candidates must have the ability to learn and follow multiple processes, collaborate as a team, and eventually assist with process improvement and training others. Roles and Responsibilities: Maintain PTO plan set up and troubleshooting in HRIS System Execute bulk employee data imports into HRIS Maintain system configurations...

  • Private Client Specialist I

    4 weeks ago

    Melville, New York, United States TD Bank Group Full time

    Job SummaryThe Private Client Specialist I is a key role within TD Wealth, responsible for providing exceptional support to Relationship Managers and Investment Advisors in serving high-net-worth clients. This position involves the onboarding process for new clients, focusing on timely and accurate initiation, transfers, and communication about new account...

  • Client Service Representative

    4 weeks ago

    Melville, New York, United States Affinity Group Full time

    Job OverviewAs a Client Service Specialist at the Affinity Group, you will play a vital role in providing exceptional service to manufacturers, customers, and personnel in the Northeast Region. This position requires utilizing technology to place orders, maintain the order entry system, file documents, and communicate information. You will act as a resource...

  • Private Client Market Leader

    1 month ago

    MELVILLE, United States Citizens Full time

    DescriptionAt Citizens, our mission is to help clients, colleagues and communities reach their potential. We do this through our distinguished client centric culture, having a mindset of continuous improvement and always enhancing our excellent capabilities.  Citizens stands and grows with its clients.  Within Citizens Core Banking Division, Citizens...

  • Client Operations Analyst

    2 months ago

    Melville, United States Prestige Employee Administrators Full time

    To be successful in this role, candidates must have the ability to learn and follow multiple processes, collaborate as a team, and eventually to assist w process improvement and training others. Roles and Responsibilities: Maintain PTO plan set up and trouble shooting in HRIS System Execute bulk employee data imports into HRIS Maintain system...

  • School Aide- Experience Required

    2 days ago

    Melville, United States Amergis Full time

    Salary: $23 per hour The School Aide is an individual who works with studentsrequiring instructional, and/or behavioral assistance under the supervision ofthe special education department and/or supervising designee. The School Aide may also provide supportservices to assist students with personal, physical mobility and therapeuticcare needs, as established...

  • Tax Senior Manager

    2 weeks ago

    Melville, United States EisnerAmper Full time

    Job Description At EisnerAmper, we look for individuals who welcome new ideas, encourage innovation, and are eager to make an impact. Whether you're starting out in your career or taking your next step as a seasoned professional, the EisnerAmper experience is one-of-a-kind. You can design a career you'll love from top to bottom - we give you the tools you...

  • Tax Senior Manager

    2 weeks ago

    Melville, United States EisnerAmper Full time

    At EisnerAmper, we look for individuals who welcome new ideas, encourage innovation, and are eager to make an impact. Whether you’re starting out in your career or taking your next step as a seasoned professional, the EisnerAmper experience is one-of-a-kind. You can design a career you’ll love from top to bottom – we give you the tools you need to...

  • Client Svc Supervisor: Shipping/Receiving

    4 weeks ago

    Melville, United States Canon Solutions America, Inc. Full time

    Job DescriptionJob DescriptionClient Svc Supervisor: Shipping/ReceivingUS-NY-MelvilleJob ID: 32470Type: Full-Time# of Openings: 1Category: Field ServiceNY - Melville-Canon-MSAbout the Role Responsible for all on-site business activities for a specifically assigned customer account. Responsibilities include maintaining compliance with established standards...

  • Financial Analyst for Ultra-High Net-Worth Clients

    4 weeks ago

    Melville, New York, United States NFP Full time

    Job SummaryWealthspire Advisors, a leading independent registered investment advisory firm, is seeking a highly skilled Financial Analyst to join our Family Office Accounting team. As a key member of our team, you will be responsible for maintaining the comprehensive financial records of our high-net-worth family clients.Key ResponsibilitiesPrepare and...

  • Senior Associate, Japanese Global Executive and Private Clients

    6 months ago

    Melville, United States KPMG-UnitedStates Full time

    Business Title:Senior Associate, Japanese Global Executive and Private ClientsRequisition Number:112756 - 10Function:Tax ServicesArea of Interest:State:CACity:San DiegoDescription:At KPMG, you can become an integral part of a dynamic team at one of the world's top tax firms. Enjoy a collaborative, future-forward culture that empowers your success. Work with...

  • Global Executive

    4 weeks ago

    Melville, New York, United States KPMG Full time

    Business Title: Global Executive & Private Client Group Senior AssociateRequisition Number:Function: Tax ServicesArea of Interest:State:NYCity: MelvilleDescription:At KPMG, you can become an integral part of a dynamic team at one of the world's top tax firms. Enjoy a collaborative, future-forward culture that empowers your success. Work with KPMG's extensive...

  • Product Designer

    1 month ago

    Melville, New York, United States Apple Leisure Group Full time

    About the RoleWe are seeking a skilled Product Designer to join our team at Apple Leisure Group. As a Product Designer, you will be responsible for designing solutions that satisfy users and allow them to advance and achieve their goals.Key ResponsibilitiesDesign solutions that meet user needs and drive business resultsCollaborate with product and...

  • Financial Solutions Advisor

    4 weeks ago

    Melville, New York, United States Bank of America Full time

    Job Description:Merrill Wealth Management is a leading provider of comprehensive wealth management and investment products and services for individuals, companies, and institutions. Our team of experienced financial advisors provides personalized advice and guidance to help clients achieve their financial goals.We are seeking a Financial Solutions Advisor to...

  • Financial Solutions Advisor

    4 weeks ago

    Melville, New York, United States Bank of America Full time

    Merrill Financial Solutions Advisor Job DescriptionMerrill Wealth Management is a leading provider of comprehensive wealth management and investment products and services for individuals, companies, and institutions.We value diversity in our thoughts, business, and within our employees and clients. Our Wealth Management team represents an array of different...