Senior Customer Success

ABOUT KOLLENO

Kolleno is a trusted FinOps platform that simplifies receivables, payments & reconciliation for CFOs and finance teams.

We redefine the very essence of payments management for businesses, foreseeing traditional finance operations transforming into seamless experiences for everyone involved: CFOs, finance teams and clients. We empower finance teams to tackle their daily tasks effortlessly and businesses to free up resources to focus on higher-priority, growth-driving activities.

Founded in 2020, Kolleno raised £4M (USD $5.4M) in seed funding from leading investors, including Eurazeo, Stride.VC, Allianz Trade and Hubspot, and currently services clients across North America, Europe and South Africa.

As our activity surges and clientele grows, we’re expanding our Customer Success team to nurture enduring client relationships. At Kolleno, we cultivate builder mindset, curiosity, humility, and teamwork. You’ll be joining a diverse and dynamic team, where your potential knows no bounds, limited only by the expanse of your own ambitions.

ABOUT THE ROLE

Scope

In your Customer Success and Support role at Kolleno, you will have a special focus on managing onboarding new clients, training new and existing clients, resolving support tickets while working closely with the tech team, running NPS surveys, and assisting marketing with campaigns, case studies, and research. Your objective is to maintain profitable relationships with clients and drive maximum adoption of the Kolleno solution ensuring ultimate success of Kolleno clients.

Objectives

Client Onboarding & Adoption

– Assist sales with pre-onboarding ensuring the client is set for success

– New client onboarding:

– Understand client challenges and pain points

– Address these pain points by helping them to set up Kolleno including creation of client-specific workflows, templates

– Assist with new client training and platform adoption

– Coordinate with tech and sales teams to ensure the smoothest possible onboarding experience

– Make improvements to the process to achieve faster time-to-value i.e. pre-recorded training videos, feature series

Client Maintenance

– Respond to every support ticket within the given SLA

– Set, prepare, and conduct quarterly business reviews

– Assist sales in preparing upsell opportunities

– Ensure all product updates are coordinated with tech and reflected in Kolleno via User Pilot

– Conduct bi-weekly Q&As

– Constantly improve and monitor existing clients’ experience of Kolleno

– Constantly monitor usage of the Kolleno platform

Client reporting

– Work with the tech team to maintain QuickSight studio

– NPS Survey to be conducted on a regular basis

– Create and present monthly report on all client metrics i.e. new clients added, clients churned, support tickets raised & solved, clients at risk

– Prepare client data for business case studies

Other Customer Success Functions

– Keeping Help Centre up to date by populating with new articles and videos

– Proactively checking in with customers on usage

– Maintain and update CS Notion space