Customer Success, Account Management & Digital Adoption
Open To Work
Hannah Wangui
NextSense Technologies Ltd
Nairobi
1
Certification
11
Years of experience
Summary
Customer-focused commercial professional with 6+ years of experience across customer success, client relationship management, key account management, sales and technology-enabled services. Experienced in managing client accounts, understanding customer needs, resolving concerns, coordinating cross-functional teams and providing after-sales support to strengthen satisfaction, retention and long-term relationships. Combines a Bachelors degree in Business Information Technology with practical experience introducing digital solutions, conducting client discovery and demonstrations, supporting technology adoption, and translating customer requirements into relevant solutions. Brings a consultative, organised and data-informed approach to helping customers realise value and achieve their goals.
Work History
Business Development & Account Management
10 Months- Build and nurture relationships with prospective institutional and enterprise customers, engaging stakeholders to understand operational needs and priorities.
- Conduct discovery meetings, solution presentations and demonstrations tailored to customer requirements and workflows.
- Explain digital governance and legal management solutions in terms of customer needs, use cases and potential business value.
- Coordinate with technical and management teams to align customer requirements with solution capabilities and support a smooth customer journey.
- Maintain customer and opportunity information in CRM systems, manage follow-up activity and support progression from initial engagement through proposals and commercial discussions.
- Research organisations and opportunities to inform account planning, targeted outreach and ongoing customer engagement.
Sales & Key Account Management
3 Years 11 Months- Managed a portfolio of 50+ client accounts, coordinating day-to-day client needs, payment follow-ups and ongoing communication to support satisfaction and repeat business.
- Coordinated bookings, events and tailored client experiences from requirements gathering through delivery, ensuring service aligned with customer expectations.
- Responded to client concerns, investigated service issues and coordinated timely resolutions to protect relationships and maintain service standards.
- Maintained relationships with high-value clients and partners, identifying opportunities for repeat business, account growth and stronger engagement.
- Used client feedback, reviews and social media interactions to respond to concerns, strengthen engagement and identify customer-experience improvements.
- Developed targeted sales pitches and campaigns for different customer segments, supporting account activity and revenue growth.
Sales & Marketing Representative
2 Years- Built and maintained relationships with new, existing and inactive customer accounts, using follow-up and issue resolution to reactivate business and support customer continuity.
- Provided after-sales support, gathered customer feedback and coordinated with finance, warehouse, production and delivery teams to address order-related needs.
- Identified customer requirements and market opportunities, presented product options and supported customers through the purchasing process.
- Helped resolve account issues involving pending orders, pricing and outstanding payments while maintaining professional customer communication.
- Generated leads and developed customer relationships across Kenya and selected East African markets.
Sales Representative Team Leader
1 Year 1 Month- Supported front-desk service delivery and client engagement, responding to customer needs and coordinating with relevant teams to resolve issues.
- Managed ICT support activities, including software, hardware and systems maintenance, helping users address day-to-day technology issues.
- Built client relationships, negotiated service arrangements and coordinated events and promotional activities.
- Maintained customer databases and CRM information, monitored online feedback and supported website and digital marketing activities.
- Worked with management and other stakeholders to address service challenges and improve the customer and staff experience.
- Stayed current on company offerings and industry trends.
- Maintained current knowledge of evolving changes in marketplace.
IT Sales Representative
1 Year 9 Months- Helped customers identify computer hardware and software suited to their needs, explaining product features and supporting informed purchase decisions.
- Assisted customers with product selection, purchases, software installation and setup of computers, printers and other electronics.
- Provided practical guidance during the customer purchase and setup process and supported IT sales promotions.
Information Technology Lecturer Intern
7 Months- Prepared learning materials and delivered lectures, tutorials and seminars on technology-related subjects.
- Explained technical concepts, supported learners with questions and assessed coursework to help improve understanding and learning outcomes.
Content Writer
2 Years 6 Months- Researched topics and produced clear, structured content aligned with audience needs and editorial requirements.
- Edited and proofread content for clarity, consistency and accuracy, incorporating feedback and coordinating with marketing and design teams.
- Used basic keyword research and SEO guidelines to support content discoverability and website engagement.
Field Officer
5 Months- Collected and organised data from internal and external sources, analysed findings and prepared structured summaries for management.
- Checked data accuracy and presented findings in a clear, usable format to support decision-making.
Education
Bachelors Degree - Business Information Technology
Bachelors Degree studies - Economics and Sociology
Skills
Customer Success & Customer Experience
Client Relationship & Account Management
Customer Onboarding & Digital Adoption
Customer Needs Discovery & Solution Alignment
Customer Issue Resolution & Conflict Management
Customer Retention & Loyalty
Stakeholder Engagement & Cross-Functional Coordination
Product Presentations & Demonstrations
After-Sales Support & Follow-Up
Account Growth & Relationship Development
CRM & Customer Data Management
Customer Feedback & Service Improvement
Digital Solutions & Technology Support
Pipeline Tracking
Reporting & Market Research
Certification
- Data-Driven Decision Making 55th percentile
- Technology background: Business Information Technology; experience supporting users with software, hardware and digital solutions.
Timeline
Business Development & Account Management
NextSense Technologies Ltd
01.2026 - Current
Sales & Key Account Management
Nkasiri Adventure Park Ltd.
01.2022 - 12.2025
Sales & Marketing Representative
African Leather Industries of Kenya
02.2020 - 02.2022
Sales Representative Team Leader
Delfirm Hotel
01.2019 - 02.2020
Information Technology Lecturer Intern
Maasai Mara University
09.2018 - 04.2019
IT Sales Representative
Textbook Center
01.2018 - 10.2019
Content Writer
Topacademicwriter.net
05.2016 - 11.2018
Field Officer
Borasoft
04.2016 - 09.2016
Mount Kenya University
Bachelors Degree from Business Information Technology
Chuka University
Bachelors Degree studies from Economics and Sociology