Persona Playbook & Workstreams
Last Updated: 2025-12-02 10:22 UTC
Plixo aligns the product experience with the teams that touch revenue, invoicing, collections, and customer experience. Use this guide to understand which persona should live inside each part of the app and how they collaborate to unlock faster cash.
Looking for the deeper technical mapping (permissions, entitlements)? See the internal
docs/internal/personas-and-workstreams.md. This customer-facing version focuses on business value and day‑to‑day workflows.
Personas at a Glance
| Persona | Best For | Where They Work | Highlights |
|---|---|---|---|
| Admin | CFO / VP Finance | Admin console, billing, partner tooling | Full visibility + control over policies, connectors, billing, security. |
| Controller | Finance & Operations leaders | Data Readiness, Policies, Autopilot approvals | Orchestrates onboarding, sets guardrails, reviews escalations. |
| Collections Manager | Collections / AR lead | Collections Overview, Segments, Approvals | Tunes cadences, approves Autopilot drafts, monitors promise health. |
| Collector | Front-line AR operator | Queue, Promises & Plans, Cash App | Works tasks, sends outreach, resolves exceptions with AI assist. |
| Billing Admin | Procurement & billing analysts | Billing dashboard, invoices, seat management | Manages subscription plans, payments, and usage caps. |
| Sales / CSM / Legal / Viewer | GTM, customer success, legal counsel, execs | Sales board, Renewal risk board, Disputes, Executive dashboards | Read or act on the slices relevant to their role without touching core AR workflows. |
Feature Access Snapshot
| Feature | Admin | Controller | Collections Manager | Collector | Billing Admin | Sales / CSM / Legal / Viewer |
|---|---|---|---|---|---|---|
| Data Readiness & Imports | ✅ | ✅ | ⚠️ (status only) | ⚠️ (tickets) | ⚠️ | ⚠️ |
| Collections Queue / Promises | ✅ | ✅ | ✅ | ✅ | ⛔ | ⚠️ (read) |
| Autopilot (AI outreach) | ✅ | ✅ | ✅ | ⚠️ (execute tasks) | ⛔ | ⛔ |
| Cash App Assist | ✅ | ✅ | ⚠️ | ✅ | ⛔ | ⛔ |
| Disputes & Credits | ✅ | ✅ | ✅ | ✅ | ⛔ | Legal ✅ (escalations) |
| Billing & Subscription | ✅ | ⚠️ (usage) | ⛔ | ⛔ | ✅ | ⛔ |
| Executive / Analytics | ✅ | ✅ | ✅ | ⚠️ | ⚠️ | ✅ |
Legend: ✅ full access, ⚠️ limited/read-only, ⛔ not available.
Nav tip: Autopilot guardrails (Policies, Cadences, Segments) live under Admin → … for Controller/Admin personas. Collections Managers see the same items in their Admin block—there isn’t a separate “Collections” section in the sidebar.
Core Workstreams
1. Onboard & Reach “Data Ready”
- Who: Controller (owns), Admin (backstop), Billing Admin (trial → paid).
- What happens: Import open invoices via CSV/API, run automated data quality scans, review readiness metrics, then move the org into Autopilot-ready state.
- Value: Guarantees accurate customer + invoice data before launching any automated outreach.
2. Run Collections & Autopilot
- Who: Collections Manager + Collectors, with Controller oversight.
- What happens: Define segments and cadence policies, review Autopilot shadow mode drafts, approve/pause automations, and knock down the queue with AI-drafted tasks.
- Value: Higher coverage with fewer manual touches; predictable promises kept.
3. Resolve Cash App & Remittance Exceptions
- Who: Collector (processing), Controller (rules), Admin (Stripe/ERP hookup).
- What happens: Upload remittances or accept Stripe autopost events, clear exceptions, and push matched payments back to the ERP.
- Value: Faster cash posting, fewer suspense accounts, tight ERP sync.
4. Handle Disputes & Credits
- Who: Collector (intake), Legal (escalations), Controller/Admin (approvals).
- What happens: Capture evidence, manage SLA clocks, collaborate with Legal for escalations, log approvals/credits.
- Value: Shortens resolution cycles and enforces audit trails.
5. Manage Subscription & Seats
- Who: Billing Admin + Admin.
- What happens: Review usage against volume limits, add seats by upgrading tier, update payment methods, download invoices.
- Value: Keeps finance in control of spend while enabling growth to higher volume limits and additional features.
6. Partner & GTM Collaboration
- Who: Admin + Sales/CSM.
- What happens: Share referral insights, pay partners, let GTM teams see collections status + renewal risk without entering finance workflows.
- Value: Aligns customer teams around cash health and removes the “black box” around AR.
How to Use This Guide
- During implementation: decide which users map to which personas so the nav/feature set matches their responsibilities.
- During demos: start as Admin for the “full story” then jump into Collections Manager or Collector to show day-to-day execution.
- During scale-up: reference this chart when adding new teams (e.g., Legal or CSM) so they only see what they need.
Need deeper technical references or the latest workflow specs? Contact your Plixo implementation manager or check the in-app help menu.***