Summary
Overview
Work History
Education
Skills
Websites
References
Languages
Hobbies and Interests
Timeline
Generic

KEN NDAMBU MWENDWA

Nairobi

Summary

Dynamic Customer Success Manager with a proven track record at Standard Concrete, excelling in customer relationship management and data analysis. Adept at enhancing client satisfaction through effective communication and strategic planning, I successfully developed onboarding resources that improved product adoption and retention rates, fostering long-term partnerships and driving business growth.

Overview

9
9
years of professional experience

Work History

Customer Success Manager

Standard Concrete
Nairobi
01.2024 - 12.2024
  • Resolved customer inquiries and complaints to enhance satisfaction levels.
  • Collaborated with sales and marketing teams to develop strategies for customer success.
  • Provided comprehensive product training and onboarding resources to clients.
  • Analyzed customer feedback and data to identify areas for improvement.
  • Conducted regular check-ins with clients to strengthen relationships and address needs.
  • Established processes for measuring customer satisfaction across multiple channels.
  • Developed customer success documentation and resources for improved user engagement.
  • Monitored customer health scores, proactively addressing issues to prevent churn.

CUSTOMER SUCCESS MANAGER/ CUSTOMER SUCCESS TEAM LE

Africa Sokoni
Nairobi
01.2023 - 01.2024
  • Streamlined client onboarding and training processes to facilitate successful product adoption.
  • Cultivated strong client relationships, increasing satisfaction and retention rates.
  • Coordinated feedback sessions to gather insights for ongoing product enhancement.
  • Collaborated with sales and product teams to address changing customer requirements.
  • Monitored customer health metrics to proactively identify potential issues.
  • Developed educational materials to improve clients' understanding of services offered.
  • Implemented strategies that increased customer engagement and loyalty initiatives.
  • Analyzed customer data to uncover trends and improvement opportunities.

TELESALES AGENT (TEAM LEAD)

Jasper Consultants
Nairobi
01.2021 - 12.2022
  • Executed aggressive prospecting and cold calling to drive lead generation.
  • Educated clients on service offerings, addressing questions and concerns effectively.
  • Maintained accurate customer records within CRM system to support sales efforts.
  • Scheduled follow-up calls to ensure customer satisfaction and engagement.
  • Collaborated with team members to enhance telemarketing strategies and techniques.
  • Utilized active listening skills to fully understand customer requests and needs.
  • Analyzed sales data to apply negotiation techniques, improving client retention rates.
  • Participated in team meetings to discuss insights, market trends, and process improvements.

Site Supervisor

MICHAEL BLUEBELL LTD
NAIROBI
01.2022 - 09.2022
  • Supervised daily site operations, ensuring safety compliance and operational efficiency.
  • Coordinated communication between team members and management to enhance workflow.
  • Monitored equipment usage and conducted routine inspections to identify maintenance requirements.
  • Implemented stringent safety measures to ensure a secure working environment.
  • Managed a team of 10+ site staff, maintaining high quality standards throughout projects.
  • Prepared detailed cost estimates and tracked material usage to align projects with budgets.
  • Documented site activities, reported progress to upper management, and maintained accurate records.
  • Collaborated with subcontractors to ensure adherence to project specifications and timelines.

NAKUMATT SUPERMARKET CUSTOMER SUPPORT/MERCHANDISER

Nakumatt Supermarket
Nairobi
01.2016 - 11.2018
  • Organized product displays to increase customer engagement and drive sales growth.
  • Managed inventory levels to ensure optimal stock availability and effective product rotation.
  • Collaborated with marketing teams to execute promotional strategies and enhance visual merchandising.
  • Trained new staff on merchandising standards and company policies to ensure consistency.
  • Conducted market research to identify trends and inform strategic product selection decisions.
  • Coordinated with suppliers for timely delivery of merchandise and supplies.
  • Analyzed sales data to refine merchandising strategies based on performance insights.
  • Maintained cleanliness and organization of store environments at all times.

Civil Engineering Intern

Nairobi water and sewerage company
Nairobi
06.2018 - 08.2018
  • Assisted with design and drafting of civil engineering projects and infrastructure.
  • Conducted field surveys to gather data for water and sewerage systems.
  • Collaborated with engineers to evaluate project specifications and requirements.
  • Prepared technical reports summarizing survey findings and project updates.
  • Supported the implementation of environmental management practices on-site.
  • Coordinated with contractors to ensure compliance with safety regulations.
  • Utilized AutoCAD to create detailed drawings for proposed installations.
  • Participated in team meetings to discuss project progress and challenges encountered.
  • Conducted field visits to collect data related to civil engineering projects.
  • Monitored progress of civil engineering works on-site ensuring compliance with safety regulations.
  • Prepared documents such as reports, drawings, specifications and cost estimates for civil engineering projects.
  • Participated in team meetings discussing progress on current projects as well as upcoming initiatives.
  • Assisted in the design of roads, bridges and other structures utilizing AutoCAD software.
  • Provided technical support regarding construction methods used on civil engineering projects.

Education

Associate of Arts - Diploma in Civil And Structural Engineering

Kiambu Institute of Science And Techology
Kiambu
11-2021

Certificate in music studies -

Sonata School of Music
Westlands
05.2016

Kenya Certificate of Secondary Education Certificate -

Matinyani Boys Secondary School
Kitui
11.2014

Some College (No Degree) - Cyber Security

ALX
Nairobi

Skills

  • Customer success management
  • Safety compliance
  • Team coordination
  • Project reporting
  • Site supervision
  • Resource management
  • Customer relationship management
  • Technical support
  • Staff training
  • Conflict resolution
  • Effective communication
  • Problem solving
  • Time management
  • Process improvement
  • Data analysis
  • Performance monitoring
  • Staff management
  • Team supervision
  • Material procurement
  • Facility inspection
  • Contract management
  • Business development
  • Quality assurance
  • Construction safety
  • Resource allocation
  • Field inspection
  • Strategic planning
  • Site safety
  • Security awareness
  • Negotiation
  • Construction supervision
  • Maintenance and repair
  • Project coordination
  • Safety assessment
  • Project management
  • Business management
  • Staff development

Websites

References

  • FAITH M. MUSANGA, ADMIN ASSISTANT- USAID, faithmusangam@gmail.com, 0729498027
  • GAVIN POTGETIER, CEO- JASPER CONSULTANTS, gavinp@jasper.co.za, +27 71 688 0064

Languages

English
First Language
English
Advanced (C1)
C1
Swahili
Proficient (C2)
C2

Hobbies and Interests

  • Sustainable infrastructure & customer value – passionate about creating eco-friendly construction projects that align with customer goals and business outcomes.
  • Innovation & digital transformation – exploring how construction tech (BIM, drones, IoT) and customer success platforms (Salesforce, HubSpot, Apollo) can improve efficiency and client experiences.
  • Strategic problem-solving – enjoy tackling challenges that require both technical precision and people-first thinking, ensuring projects run smoothly while meeting client expectations.
  • Quality & safety excellence – committed to best practices in construction standards while delivering reliable solutions that build long-term trust with customers.
  • Cross-functional collaboration – interested in bridging the gap between engineers, contractors, and clients to ensure clear communication and measurable success.
  • Community development projects – supporting affordable housing, public infrastructure, or wellness initiatives that bring value to both society and stakeholders.
  • Mentorship & leadership – guiding junior engineers or new CSMs, helping them grow in technical, business, and client-facing skills.
  • Travel & global perspectives – fascinated by how different cultures approach construction, architecture, and customer engagement.
  • DIY construction & hands-on projects – applying both engineering knowledge and customer-focused design thinking in practical projects at home or in the community.
  • Data-driven decision-making – interested in using analytics, KPIs, and dashboards to improve both construction project delivery and customer lifecycle outcomes.
  • Networking & knowledge sharing – attending industry events, writing about construction trends, and contributing to customer success communities.
  • Outdoor activities & teamwork – hiking, cycling, or team sports that reflect resilience, discipline, and collaboration.

Timeline

Customer Success Manager

Standard Concrete
01.2024 - 12.2024

CUSTOMER SUCCESS MANAGER/ CUSTOMER SUCCESS TEAM LE

Africa Sokoni
01.2023 - 01.2024

Site Supervisor

MICHAEL BLUEBELL LTD
01.2022 - 09.2022

TELESALES AGENT (TEAM LEAD)

Jasper Consultants
01.2021 - 12.2022

Civil Engineering Intern

Nairobi water and sewerage company
06.2018 - 08.2018

NAKUMATT SUPERMARKET CUSTOMER SUPPORT/MERCHANDISER

Nakumatt Supermarket
01.2016 - 11.2018

Associate of Arts - Diploma in Civil And Structural Engineering

Kiambu Institute of Science And Techology

Certificate in music studies -

Sonata School of Music

Kenya Certificate of Secondary Education Certificate -

Matinyani Boys Secondary School

Some College (No Degree) - Cyber Security

ALX

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KEN NDAMBU MWENDWA