Client Success Analyst

Who we are

Kene is a specialist innovation funding consultancy that believes in client service excellence delivered through a blend of talent and technology.

The government previously provided £7.6bn of support to the most innovative companies in the UK in the tax year 2021 to 2022 and announced plans to increase the support available to £39.8bn between 2022 and 2025. With this level of support available to companies, Kene wants to continue to facilitate supporting innovative companies year on year.

We see a future where every SME, regardless of size or resource, has the opportunity to innovate, grow, and make a meaningful impact on society. By breaking down complex barriers to government funding and providing expert guidance, we empower businesses to unlock their full potential, contributing to a vibrant economy driven by sustainable and purpose-driven growth. As a trusted ally, we’re helping SMEs lead the way in shaping a better future for their industries and communities.

This is an ambitious goal and achieving it requires an equally ambitious team. As such we’re looking for exceptional people excited by the prospect of building something that matters to join the team.

The role:

This is an exciting opportunity to join a growing B Corp that helps businesses access innovation funding. Our Client Success team is evolving, and we’re looking for someone who wants to grow with us.

You’ll be joining a friendly, fast-paced team that cares deeply about giving clients a great experience. If you love talking to people, enjoy variety in your day, and like the idea of learning on the job, we’d love to meet you. You don’t need to have all the answers from day one — what matters most is your attitude, your curiosity, and your eagerness to get stuck in.

From resolving client queries to working with other teams to improve how we do things, you’ll have a chance to make an impact early on. As you get to know the business and how we support our clients, we’ll increase your responsibilities and help you build your skills.

It’s a role with plenty of room to grow — whether you’re keen to develop your commercial know-how, strengthen your relationship-building skills, or just learn more about the world of innovation funding. If that sounds like your kind of challenge, we’d love to hear from you.

Day-to-day you will be:

• Serve as a point of contact for a portfolio of our clients, helping to build strong client relationships and handling difficult situations with professionalism
• Taking ownership of individual work and meets personal objectives without requiring close supervision
• Excited to build out materials that make complex ideas easier for our clients
• Keeping clients pro-actively informed on HMRC processing delays
• Report insights and improvements that could support initiatives for client retention and client journey improvements
• Proactively track, negotiate, and manage client deadlines. Seek clarity on prioritising workload and understanding timelines
• Identify opportunities for referrals, and introducer and accounting partnerships
• Actively gather client feedback, understanding when to escalate a problem to a more senior member of the team, ensuring high standards of client satisfaction
• Continually learning about the innovation funding landscape and what services our clients want
• Build and maintain strong, long-lasting relationships with your portfolio of clients and effective internal relationships through teamwork and clearly communication
• Develop trusted advisor relationships with key accounts, both internal and external stakeholders and partners
• Assist with challenging client requests and escalate where necessary
• Actively contributes to initiatives that support our B Corp values and ESG commitments

You will have:

• Experience working with customers
• Looking for someone enthusiastic that wants to help us hit our ambitious targets
• Eager to learn about innovative businesses; desire to learn about R&D or tax knowledge
• Proficient in MS Office, and willing to use new systems such as a CRM
• Self-motivated
• Excellent communication skills
• Problem-solving aptitude
• Ability to work well with a team and have fun whilst doing it
• High attention to detail and well organised
• Happy to network and meet new contacts
• An interest in your own personal development
• The flexibility to take on change, shifting tasks and priorities when circumstances dictate

Benefits

Finally, benefits! It wouldn't be a job description without a benefits section. We have some great perks to tell you about which relate to our core values, culture and mission:

Our Team - We're a positive, fun, energetic bunch who enjoy more than just the usual social drinks. You’ll find us getting together for fitness activities, company offsites, regular lunch-and-learns, and quarterly socials that keep things exciting.

One step ahead - We know our success is credited to our hard-working and talented employees, so every employee is paid competitively, with regular, performance-related pay reviews.

Do the right thing - Your wellbeing and development are pivotal to being able to work effectively. We aim to guide you in your career with excellent learning and development provisions, private healthcare including physical, mental, dental and optical care as standard.

Ready when you are - We offer generous holiday allowances, flexible working, the ability to WFH and parental leave policies to ensure you are well looked after. As a business with set deadlines, we counteract this by closing at three carefully selected points in the year to ensure all employees are rested and rejuvenated.

Working as one - Everyone at Kene is enrolled in our performance-based incentive scheme, Kando. This scheme reflects our values, goals and mission and our commitment to going above and beyond to celebrate our shared success.

Kene is committed to encouraging equality, diversity, and inclusion among our workforce, and eliminating unlawful discrimination.