Patriciah Kariuki
Nairobi,30
Summary
Customer Success Manager with over 4 years of experience and a strong foundation in Business Innovation & Technology Management. Proven track record of driving product adoption, increasing customer retention, and maximizing value for clients, including C-level executives. Adept at delivering customer-centric solutions and building strong, lasting partnerships with diverse global clients. Passionate about creating exceptional customer experiences that lead to long-term success and loyalty.
Overview
7
7
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Azeus Systems Limited
10.2021 - Current
- Collaborating with Sales team to onboard and manage new clients while liaising with Support and Product teams to manage and provide proper resolution of service issues to more than 70 clients across the East and West Africa generating more than USD 400,000 per annul
- Managing client renewals and company resellers/partners for Client renewals with 98% client retention rate
- Engaging in business development activities through ongoing up-selling and cross-selling efforts with an annual target of USD 100,000 and generating of 4 hot leads per month through client referrals
- Actively building and driving customer loyalty through proactive relationship management, problem resolution, and timely client support to grow business relationship, increase customer retention rates and reduce customer churn
- Delivering training to C-level executives and directors, empowering them with strategic insights and knowledge on how to use company products to foster and drive continuous use and adoption of Company products
- Currently part of the Global Customer Success Management team, responsible for overseeing and guiding and training other CSMs in different regions across the globe
- Assisting Global Customer Success team to generate monthly risk client reports, for customer intelligence and insights helpful to identify potential risks and devising effective strategies for mitigating them with the objective of reducing customer churn, and increasing the utilization of Company products
- Training new CSMs to equip them with necessary skills for CSM tasks, including conducting mock trainings and facilitating internal certifications for 4 CSMs across Africa and India
Sales and Marketing Officer
Tai SOC
10.2020 - 10.2021
- Assisted in the launch and establishment of Tai SOC as a new cybersecurity firm in Kenya through evaluation of market data to develop and create business strategies and marketing plans
- Implemented social media marketing campaigns on LinkedIn, leveraging in-mails and targeted campaigns to generate high-quality leads and increase company awareness across East Africa
- Achieved sales goals by 60% and service targets by cultivating and securing new customer relationships through selling Cybersecurity solutions; SOCaaS, VAPT, and Cybersecurity EC Council certifications
- Utilized email marketing and cold calling strategies to generate sales leads and increase company awareness, contributing to generation of over 200 warm leads within 11-month period
- Engaged in product training, demonstrations, consumer awareness, branding, and acquisition initiatives to raise awareness and revenues
- Onboarding new reseller partners, training them and fostering partnerships that enabled them to effectively promote and sell company products on behalf of the organization
- Assisted in organization and execution of three webinars targeting different industry verticals (Government, Banking & Finance, Manufacturing and the Service Industry), aimed at building company awareness and generating valuable sales leads.
Sales Account Manager
Jasco Communications Limited
06.2019 - 10.2021
- Consistently met annual sales quotas with 80% by pursuing leads and expanding prospect list; through selling AWS Cloud solutions, SaaS Contact Center solutions (Avaya, Presence, Geomant) and Freshworks CRM Solutions
- Managed portfolio of 40 clients across East Africa with an annual turnover of over KES 150 Million ranging from the banking, manufacturing, marketing, e-commerce, and Telco industry verticals
- Led the digital marketing team in creating annual marketing plans and strategies to increase company awareness and generation of high-quality leads with a focus on targeted email marketing, LinkedIn marketing, relationship marketing and client referrals
- Led the graphic design team in training new designers and in weekly creating marketing collateral
- Developed annual sales and marketing strategies based on research of consumer buying trends, competitor analysis, and market conditions
- Managed to plan for two webinars and one company event to increase of awareness of new company product and generation of more than 100 sales leads for the company's new SaaS Microsoft Teams based contact centre solution.
Business Development Intern
Chandaria Business Innovation and Incubation Center
02.2018 - 05.2018
- Assisted with the SWOT and PESTEL analysis to assist in formulation of the organization's five-year, 2018-2022, strategic vision and action plan
- Assisted in collection of relevant data from the 120 incubated companies for listed investors to improve the sourcing potential of incubated companies at Chandaria BIIC.
Education
Bachelor of Science - Business Innovation and Technology Management - undefined
Jomo Kenyatta University of Agriculture and Technology
06.2019
Skills
- Proactive Customer support and Problem resolution
- Customer Account Management
- Customer Relationship Building
- Customer Retention
- Revenue Growth
- Customer Intelligence
- Sales proficiency
- CRM Software ( Hubspot, Pipedrive, Freshworks,Trello,)
- Cloud offerings on SaaS, IaaS & PaaS
- Leadership skills
- Communication skills
- Graphic Design
- Digital marketing
Certification
- CSA 1 & 2 2021 - Mile2
- AWS Cloud practitioner 2021 - Amazon Web services
- Fortinet NSE 1,2 &3 2021 - Fortinet
- Business Development Apprentice 2019 - Yusudi Africa
Volunteer Experience
Senior Graphic Designer, 09/01/21, Present,
Gracepoint Church Nairobi
- Leading the design team in generating and designing weekly fliers, posters and any other church collateral required.
- Training upcoming designers in church in Adobe Photoshop, Illustrator and CorelDraw
Languages
English
Native language
Swahili
Advanced
C1
Timeline
Customer Success Manager
Azeus Systems Limited
10.2021 - Current
Sales and Marketing Officer
Tai SOC
10.2020 - 10.2021
Sales Account Manager
Jasco Communications Limited
06.2019 - 10.2021
Business Development Intern
Chandaria Business Innovation and Incubation Center
02.2018 - 05.2018
Bachelor of Science - Business Innovation and Technology Management - undefined
Jomo Kenyatta University of Agriculture and Technology
- CSA 1 & 2 2021 - Mile2
- AWS Cloud practitioner 2021 - Amazon Web services
- Fortinet NSE 1,2 &3 2021 - Fortinet
- Business Development Apprentice 2019 - Yusudi Africa
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