Java
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 - 05.2016
Associate of Arts - Diploma in Business Administration
The Rift Valley Institute of Science & Technology
Nakuru Kenya 01.2010 - 12.2012
Kenya Certificate of Secondary Education -
Kisumu Day High School
01.2004 - 12.2007
Skills
Customer Relationship Management
Interpersonal Communication SkillsTechnology and Infrastructure Proficiency
Effective Communication and Presentation
Active Listening and Problem-Solving
Time Management and Flexibility
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
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
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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 - 05.2016
Associate of Arts - Diploma in Business Administration
The Rift Valley Institute of Science & Technology
01.2010 - 12.2012
Kenya Certificate of Secondary Education -
Kisumu Day High School
01.2004 - 12.2007