Grace Kairo
Nairobi, Nairobi Province
Summary
Strategic Account Director with a decade of specialized experience in the digital payments industry, demonstrating a strong record of spearheading business growth, forging strategic alliances, and overseeing high-value client portfolios. Proficient in leading diverse cross-functional teams, deploying cutting-edge payment technologies, and providing top-tier customer service. Known for cultivating robust relationships with key stakeholders to achieve revenue objectives and enhance market penetration.
Overview
16
16
years of professional experience
1
1
Certification
Work History
Director Account Management – Global and Regional Merchants
Cellulant Kenya Limited
01.2020 - Current
- Managed a portfolio of key accounts generating over $4 million in annual revenue
- Developed and implemented strategic account plans to increase client satisfaction and retention rates
- Successfully negotiated contract renewals, achieving a 95% renewal rate year-over-year
- Collaborated with cross-functional teams to deliver integrated solutions and address customer requirements
- Cultivated and nurtured relationships with key clients, including Airlines, PayTV, Power Companies, Water Companies and NGOs among others
- Collaborated with product development and technology teams to customize payment solutions based on client needs and market trends
- Analyze market insights and competitor strategies to identify new business opportunities and expand service offerings
- Championed the activation of new payment methods for existing merchants such as Pesalink in Kenya, Orange Money in Cameroon, and Peach in South Africa, to enhance customer convenience and drive revenue
- Worked closely with internal teams to improve the conversion rate of Airline merchants from 40% to 75% across different markets, resulting in increased sales and profitability
- Tailoring communication and meeting schedules to fit individual merchant preferences and needs.
Senior Account Manager - Kenya
Cellulant Kenya Limited
11.2014 - 12.2019
- Managed vendor relationships with M-Pesa, Airtel, Equitel, Pesalink, facilitating acquisition and setup of paybill and till numbers, application and setup of sender IDs on SDP platforms, and overseeing bulk SMS order maintenance
- Led the merchant engagement team responsible for ensuring positive interactions and relationships with customers, ultimately contributing to customer satisfaction, retention, and business growth, overseeing a team of 3 junior account mangers
- Managed key local accounts including local Airlines, PayTV, Power Companies, Water Companies and NGOs among and achieved significant revenue growth through proactive account management strategies
- Identified new business opportunities within the existing customers and developed relationships with prospective clients
- Collaborated with internal teams (sales, marketing, operations, finance) to deliver customized solutions and address client requirements
- Resolved customer inquiries and issues promptly to maintain high levels of customer satisfaction and loyalty
- Prepared and presented regular account performance reports and forecasts to senior management
- Ensured settlement SLAs have been maintained for all customers.
Account Manager (Vendors) - Kenya
Cellulant Kenya Limited
06.2012 - 10.2014
- Managed vendor relationships with M-Pesa, Airtel, Equitel, Pesalink, facilitating acquisition and setup of paybill and till numbers, application and setup of sender IDs on SDP platforms, and overseeing bulk SMS order maintenance
- Led the migration of Cellulant's 4-digit shortcodes to 5 digits and successfully implemented them on the new Safaricom platform (SDP)
- Managed the compilation and filing of CAK (Communications Authority of Kenya) returns on behalf of Cellulant
- Managed negotiations with mobile network operators on SMS pricing, validity, and setup fees for activation of shortcodes and USSD codes
- Coordinated the collection of KYC (Know Your Customer) documents from merchants applying for sender IDs, paybills, shortcodes, and till numbers from mobile network operators
- Provided guidance to Cellulant on regulatory expectations from vendors, including mobile network operators and the Communications Authority of Kenya (CAK).
Head of Customer service - Kenya
Cellulant Kenya Limited
08.2010 - 05.2012
- Led the customer service department responsible for digital sale of music overseeing a team of 17 customer service representatives
- Developed and implemented customer service policies, procedures, and performance standards to optimize customer satisfaction and operational efficiency
- Spearheaded initiatives to enhance the digital customer experience, including implementing enhanced CRM and optimizing self-service options
- Collaborated with cross-functional teams including product development and marketing to address customer feedback and improve product offerings
- Conducted regular training sessions to enhance team performance and ensure adherence to quality standards
- Developed strategic partnerships with artists, music producers, and mobile network operators to enhance digital music marketing initiatives
- Played a key role in launching a walk-in retail store at the city center, aimed at providing face-to-face customer service and fostering personal relationships with clients
- Ensured timely payment of artist royalties in accordance with contractual agreements.
Customer Care service Representative - Kenya
Cellulant Kenya Limited
06.2008 - 07.2010
- Handled inbound customer calls in a high-volume call center, addressing inquiries, resolving issues, and providing product support for digital music
- Achieved an average customer satisfaction rating of 95% based on post-interaction surveys
- Resolved an average of 300 customer issues per day, exceeding performance targets by 20%
- Collaborated with team members and supervisors to streamline processes and improve overall efficiency
- Utilized CRM software to document customer interactions, update records, and follow up on pending issues.
Education
Bachelor of Business management - Marketing Option -
Moi University
12.2014
Diploma in Information technology -
Skynet Institute & Travel services
11.2007
Skills
- Fintech Knowledge: Understands various fintech products, services, and technologies
- Client Relationship Management: Build and maintain strong client relationships
- Strategic Account Planning: Developed and executed plans to drive revenue and business growth
- Sales and Negotiation Skills: Achieved sales targets and negotiated contracts effectively
- Problem-Solving and Analytical Skills: Conducts data analysis to identify trends and propose innovative solutions
- Project Management Abilities: Manages multiple client projects efficiently
- Industry Networking: Stays updated on fintech trends and market developments
- Adaptability and Resilience: Thrives in a fast-paced, evolving technology-driven environment
- Team Collaboration and Leadership: Work effectively across teams and inspire others toward common goals
- Strong negotiation and communication skills, with the ability to influence key stakeholders
Certification
- Extreme Personal Effectiveness, TACK training International, 2012
- Certificate of unit credits - Information Technology, City & Guilds London Institute, 01/2008
References
Available upon request.
Timeline
Director Account Management – Global and Regional Merchants
Cellulant Kenya Limited
01.2020 - Current
Senior Account Manager - Kenya
Cellulant Kenya Limited
11.2014 - 12.2019
Account Manager (Vendors) - Kenya
Cellulant Kenya Limited
06.2012 - 10.2014
Head of Customer service - Kenya
Cellulant Kenya Limited
08.2010 - 05.2012
Customer Care service Representative - Kenya
Cellulant Kenya Limited
06.2008 - 07.2010
Bachelor of Business management - Marketing Option -
Moi University
Diploma in Information technology -
Skynet Institute & Travel services
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