Kaunt Collaboration Framework

Partnership Framework

Our approach to partnerships is structured into tracks and stages, providing clarity on roles, responsibilities, and progression throughout the lifecycle of the partnership.

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Tracks

The tracks represent parallel areas of responsibility that run throughout the partnership:

1. Commercial Collaboration: Focuses on contracts, commercial agreements, and overall project alignment.

2. Customer Success Collaboration: Ensures smooth onboarding, ramp-up activities, and ongoing customer support.

3. Engineering Collaboration: Facilitates seamless technical integration and ongoing technical support through an informal, collaborative relationship.

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Stages

The stages represent the sequential phases of the partnership lifecycle:

1. Integration Phase: Planning and technical collaboration to integrate Kaunt’s services.

2. Pilot and Onboarding Phase: Initial customer rollout and onboarding.

3. Operational Phase: Long-term collaboration and steady-state operations.

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Collaboration Tracks

Commercial Collaboration

Kaunt and its partners collaborate on the commercial aspects of the partnership to ensure alignment on goals, contracts, and timelines.

Responsibilities

‍Overseeing contracts, commercial agreements, and overall project alignment.

Participants

‍A commercial lead from Kaunt and a commercial lead from the partner.

Approach

Periodic commercial check-ins during each stage to review project status and ensure alignment with partnership goals.

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Customer Success Collaboration

The customer success collaboration ensures smooth onboarding, customer ramp-up, and sustained support throughout the partnership.

Responsibilities

‍Coordinating onboarding, monitoring customer adoption, and addressing ongoing customer needs.

Participants

‍A Kaunt Customer Success Manager (CSM) paired with the partner’s Customer Success or Account Manager.

Approach

‍Joint planning and communication to ensure customer satisfaction and successful rollouts.

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Engineering Collaboration

Engineering collaboration focuses on seamless integration, technical alignment, and ongoing support.

Responsibilities‍

Ensuring technical integration, resolving issues, and supporting system improvements.

Participants‍

A Kaunt engineer paired with a partner engineer.

‍Approach

‍Establishing informal communication channels (e.g., Slack or Teams) to foster a close working relationship and enable quick issue resolution.

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Partnership Stages

1. Integration Phase

The integration phase begins as soon as our partner starts planning how Kaunt will be integrated into their product. During this phase, we focus on technical collaboration and planning to ensure a smooth and effective integration.

Engineer Collaboration

‍A Kaunt engineer is paired with a partner engineer to establish a close, informal working relationship. This collaboration ensures technical alignment, reduces integration risks, and builds trust between teams.

Commercial Discussions

‍A commercial lead from the partner and a commercial lead from Kaunt collaborate to ensure alignment on contracts, timelines, and project goals.

Regular Check-Ins

‍Depending on the velocity of the project, we typically conduct bi-weekly check-ins to review progress, address challenges, and plan next steps.

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2. Pilot and Onboarding Phase

The pilot and onboarding phase begins when the planning of first customers starts. This phase may overlap with the integration phase and marks the involvement of our Customer Success team to ensure a smooth rollout.

Customer Success Collaboration

‍A dedicated Kaunt Customer Success Manager (CSM) is assigned to work closely with the partner’s Customer Success or Account Manager. Together, they focus on onboarding, ramp-up activities, and ensuring the pilot’s success.‍

Technical Support

‍The collaboration between Kaunt and partner engineers continues to address any technical challenges during onboarding and to fine-tune the implementation.

Commercial Oversight

‍The commercial leads from both sides remain engaged to ensure that the partnership’s commercial aspects align with expectations.

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3. Operational Phase

The operational phase begins after the pilot has been successfully completed and Kaunt’s services are fully rolled out to customers. During this phase, the partnership transitions to a steady state with less frequent but regular check-ins to monitor progress and address any ongoing needs.

Extended Check-In Frequency

‍Check-ins are less frequent (e.g., monthly or quarterly) but focus on ensuring long-term success and addressing any issues that arise.

Sustained Customer Success Support

‍The Kaunt CSM continues to collaborate with the partner’s Customer Success or Account Manager to support ongoing rollouts and address customer needs.

Engineering Collaboration

The relationship between Kaunt and partner engineers remains active for ongoing technical support and improvements. The informal nature of the relationship, supported by open communication channels, ensures flexibility and quick issue resolution.

Commercial Alignment

‍Periodic reviews of the commercial relationship ensure that goals and agreements are being met.

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Summary

By structuring our partnerships into clear tracks and stages, we ensure that our partners receive the technical, operational, and commercial support they need to succeed. Our framework emphasizes proactive communication, dedicated resources, and seamless collaboration at every step of the journey.

We look forward to building strong and successful partnerships together.