Senior Customer Success Associate, Kolleno

• Bachelor's or Master’s degree in business, marketing, communications or a related field
• 1-3 years experience in a customer success, account management, or similar customer-facing role, preferably in a SaaS or technology company
• Strong interpersonal and communication skills, with the ability to build rapport and establish trust with customers
• Excellent problem-solving and analytical abilities, with a track record of leveraging data to drive customer success strategies
• Results-oriented mindset with a focus on customer satisfaction and retention
• Passion for technology and the ability to quickly learn and understand new software applications

Desirable

• 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 the ultimate success of Kolleno clients
• 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 Customer Success Notion space

• 1. Apply Via Otta
• 2. Interview with Kolleno Team