VP of Client Experience

4 weeks 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.

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