Nimrod K. Kemboi
Summary
Seasoned Customer Support and Success Manager with a solid track record in customer relationship management and strategic planning. Exceptional abilities in problem-solving, communication, and team leadership having consistently driven success for both clients and organizations alike. Made significant impact in previous roles by improving customer satisfaction rates, streamlining processes, and fostering cross-functional collaboration. Strong focus on achieving company objectives through effective management of client relationships and robust project coordination skills.
Overview
7
7
years of professional experience
Work History
Customer Support and Success Manager
Capture Solutions Limited
12.2020 - Current
- Company Overview: SaaS
- Spearheaded client onboarding for key accounts across multiple time zones
- Led a team of 25 support specialists, overseeing daily operations and performance metrics
- Developed training materials to enhance team productivity and effectiveness
- Acted as an escalation point for critical customer satisfaction issues, ensuring prompt resolution
- Collaborated with management to provide leadership and direction to the support department
- Implemented initiatives to optimize customer support processes and drive product quality improvements
- SaaS
- Successfully managed client onboarding for key accounts across diverse regions
- Exceeded service level agreements and boosted customer retention by 15%
- Expanded the support team from 5 to 25 specialists
- Enhanced customer satisfaction scores and reduced average handling time
Product Success Manager
Capture Solutions Limited
03.2020 - 11.2021
- Company Overview: SaaS
- Oversaw product management, market research, and client relations
- Led the development of flagship products resulting in the acquisition of major clients
- SaaS
Customer Support and Success Specialist
Capture Solutions Limited
06.2017 - 02.2020
- Company Overview: SaaS
- Facilitated client onboarding and provided ongoing support through various channels
- Maintained high levels of customer engagement and satisfaction
- Created onboarding materials to improve customer experience
- SaaS
- Promoted to team lead within one year
- Achieved a 95% renewal rate with assigned customers
Education
M. Sc - Information Technology
Strathmore University
01.2024
B. Sc - Information Technology
University of Eldoret
01.2016
Skills
- Customer Relationship Management
- Team Leadership and Management
- Client onboarding and retention
- Process Optimization and Management
- SaaS Technical Support
- Product Documentation and Analysis
- Market research
- Effective communication
- Jira and process flow development
- Account Management
- Client Relations
- Customer Service
References
Available upon request.
Personal Information
Work Status: Digital Nomad
Timeline
Customer Support and Success Manager
Capture Solutions Limited
12.2020 - Current
Product Success Manager
Capture Solutions Limited
03.2020 - 11.2021
Customer Support and Success Specialist
Capture Solutions Limited
06.2017 - 02.2020
M. Sc - Information Technology
Strathmore University
B. Sc - Information Technology
University of Eldoret
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