Summary
Overview
Work History
Education
Skills
Accomplishments
Software
Continuous learning
Work Availability
Timeline
Generic
Kepher Ogalo

Kepher Ogalo

Senior Customer Success Account Lead
Nairobi Kenya,Nairobi

Summary

Dedicated and results-driven Customer Success Manager with a strong passion for delivering exceptional customer experiences. Seeking to contribute my expertise in technology, excellent communication skills, and customer-centric approach to thrive as a Customer Success Manager at Canonical.

Overview

6
6
years of professional experience
5
5
years of post-secondary education

Work History

SENIOR PROVIDER SUCCESS ACCOUNT LEAD

Carepay Limited
Nairobi Kenya
04.2022 - Current
  • I manage 2 Provider account leads and 5 provider success account executives.
  • I manage an approximately 2.5M yearly for events planning and provider account management.
  • I manage the team's assigned Healthcare Provider accounts for CarePay and be responsible for the growth and retention of CarePay's offering to this (group of) client(s)- How many accounts are in your portfolio and how much do they generate in annual revenues
  • I have led the team expanded our healthcare provider panel from 10% to 96% over a period of 2 years.
  • Proactive product need assessment and product development based on client's direct and latent needs, and can define, coordinate design and prioritize this effectively for further use by the wider CarePay organization. I have been part of launching our first ever corporate insurance product, first SME product, first public product in partnership with the national government.
  • In collaboration with Senior Provider Success Manager, ensure adoption by self and team, of best practices of Provider Success and Customer success achievements at client(s) under management, acquired from the wider organization and industry.
  • Initiated and executed digital campaigns targeted at multiple customers, leveraging various touch-points to enhance brand engagement and product adoption.
  • Proactively identified growth opportunities and renewal risks, working closely with the sales team to upsell additional products and services, thereby boosting revenue and strengthening customer loyalty.
  • Team performance management, to effectively define KPIs, track, monitor and appraise the team of Provider Success Lead(s) and Provider Success Executives.
  • Acted as a customer advocate internally, influencing product development, website enhancements, documentation improvements, and process optimizations, contributing to elevated customer satisfaction levels.

M-TIBA SUPPORT & PROVIDER RELATIONSHIP LEAD

Carepay Limited
11.2017 - 07.2022
  • Identifying opportunities and lead initiatives to enhance the CarePay product offering by channeling to the wider Carepay teams in, prioritize requests and input for client(s) under management.
  • Identifying opportunities to develop new products from scratch – which new products did you launch and what % of market share did you capture
  • Using relationships with key stakeholders to ensure retention of client(s) under management and the clients of the client(s) under management. Achieved over 90% retention.
  • Proactively sell Carepay propositions and products and ensure expansion of the client(s) under management.
  • Ensure uptake of Care Pay's offering “deepens” over time (e.g., move from PAASO to TPA via bilateral contracting, to onboarding additional products like cash advance, early payments with discounts, provider staff schemes).
  • Designing, operating, and implementing pilots & subsequent scale-up plans for new offerings or additional modules

Education

Part-time Software Engineering Course - Software Engineering

Moringa School
Nairobi,
03.2023 - Current

Master of Arts - Monitoring and Evaluation

Maseno University
Kenya
01.2019 - Current

Bachelor's Degree - Business Administration with Information Technology

Maseno University
01.2014 - 2016.05

Associate of Arts - Diploma in Business Administration

The Rift Valley Institute of Science & Technology
Nakuru Kenya
01.2010 - 2012.12

Kenya Certificate of Secondary Education -

Kisumu Day High School
01.2004 - 2007.12

Skills

Customer Relationship Management

undefined

Accomplishments

  • Resolved product issue through consumer testing (UX).
  • Supervised team of 10 staff members.
  • Interest in companies like Microsoft, AWS, Google, Safaricom
  • Achieved running of CarePay Limited Social club through effectively helping with events planning and corporate, MC and Moderator.
  • Collaborated with team of 7 in the development and execution of CarePay's Social Club.

Software

Java

JavaScript

Ruby

Continuous learning

Pursuing online courses, attending workshops, or joining book clubs in areas like customer experience, leadership, or business development demonstrates your commitment to personal and professional growth.

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Timeline

Part-time Software Engineering Course - Software Engineering

Moringa School
03.2023 - Current

SENIOR PROVIDER SUCCESS ACCOUNT LEAD

Carepay Limited
04.2022 - Current

Master of Arts - Monitoring and Evaluation

Maseno University
01.2019 - Current

M-TIBA SUPPORT & PROVIDER RELATIONSHIP LEAD

Carepay Limited
11.2017 - 07.2022

Bachelor's Degree - Business Administration with Information Technology

Maseno University
01.2014 - 2016.05

Associate of Arts - Diploma in Business Administration

The Rift Valley Institute of Science & Technology
01.2010 - 2012.12

Kenya Certificate of Secondary Education -

Kisumu Day High School
01.2004 - 2007.12

Similar Profiles

CREATE PROFILE
Kepher OgaloSenior Customer Success Account Lead