Three Questions with Vahini Patel, Manager - Customer Success

Why did you join Kalepa?

‍"The most important thing for me was knowing my work would make an impact. I love that I get to help our clients every day, and I get to see firsthand how Copilot makes their jobs better.

"You don't always see that - there's a lot of fluff at other startups. But even going back to the interview process, it was clear that the Client Success team was adding real value, and they were asking hard questions to make sure they hired the right people to support Kalepa's clients.

"Lastly, I knew I wanted to work closely with other departments, so that there would be a tight feedback loop between how people use the software and what the product and engineering team was building. On the flip side, I also wanted access to data and analytics to inform how I would support my clients. Kalepa really shines here - it's a tightly-knit company, and that helps us make better, faster decisions."

‍How does our client success team support underwriters?

"We work extremely closely with our clients. I make it a point to conduct 1:1 sessions with underwriters to understand their process, their pain points, and what they want to achieve with Copilot. Between these connection calls, regular office hours, and close coordination, we're able to understand where each underwriter is thriving and where they need our support.

"I think my favorite part is how quickly we move. Immediately after starting with a new client - within a day of contract signature - we set up triage criteria to point them towards the top opportunities (and identify submissions that aren't worth their time). And if they want to change these guidelines and preferences, we show them how they can make edits in seconds.

"Many of our clients are doing things in minutes that used to take days or weeks. We get them up and running in Copilot in days, not months (or years!) later. I think we've built a strong track record of moving fast to support underwriters. It helps us earn their trust, and we don't take that lightly."

‍What do Kalepa's values mean to you?

"Hustle is really critical - every single day, we're hustling to get something done to help a client. That could be preparing an analysis on the value of Copilot, or communicating requests to our Product team that get delivered the same week, or onboarding a brand new team to get them up and running immediately. We move really fast here.

"And on top of that, the culture is refreshingly transparent. I definitely appreciate how honest people are - they share feedback when feedback is needed. I think that helps all of us grow, it lets us do our jobs better, and it means we can work towards the same goals together."

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Sound like you? Check out our Careers Page to see open roles and find a fit at Kalepa.