SAMSON OMONDI
Customer Success Manager
Nairobi
Summary
Customer Success Manager with over 8 years of experience in financial services and technology. Proven track record in delivering exceptional customer experiences for 15+ B2B clients with over 6,000 B2C clients. Skilled in building strong relationships, resolving issues, and driving customer satisfaction. Adept at understanding client needs, providing training, and implementing strategies for success. Collaborative team player with excellent communication skills.
Overview
8
8
years of professional experience
3
3
Certificates
4
4
years of post-secondary education
Work History
Customer Success Manager
Ajua
3 2024 - Current
- Customer Experience: Boosted customer satisfaction by 10% through service enhancements.
- Optimize Touchpoints: Ensured every touch-point of customer journey, from initial inquiry to post-purchase support, is optimized for satisfaction and loyalty. Achieved 95% quality compliance, increasing retention by 5%.
- Sales-Support Synergy: Achieved 20% rise in upselling, enhancing onboarding satisfaction by 30%
- Customer Health Monitoring: Attained 90% customer health rating; reduced churn risks proactively.
- Training and Retention: Conducted monthly workshops, spurring a 20% increase in product usage.
- Feedback Analysis: Influenced product upgrades, improving customer feedback by 10%.
Business Development Associate
Ajua
01.2024 - 02.2024
- Client Acquisition: Secured 2 new clients within 2-month period, contributing to 5% increase in customer base.
- Customer Engagement: Maintained strong relationships with 6 B2B clients, achieving 60% satisfaction rate through dedicated service and support.
- Product Training: Conducted 16 product demonstrations and training sessions, leading to 15% improvement in customer product usage.
- Sales Pipeline Efficiency: Managed sales pipeline with 35% lead-to-sale conversion rate, overseeing 25 transactions.
- Market Feedback: Provided key market insights that were instrumental in strategic pivot, resulting in substantial market share gain.
Sacco Portfolio Management Systems Admin
Phoenix Aviation Group Sacco
11.2023 - 12.2023
- Configured and customized SACCO management system to align with specific organizational needs, including loan products, savings accounts, and interest rates.
- Managed accurate records of SACCO members, their shares, and equity.
- Oversaw loan issuance processes, from approval to disbursement, and monitored savings activities.
- Generated financial reports and analyzed data to assess SACCO's financial health.
- Provided training and support to staff on system use and resolved system-related queries.
- Implemented security measures to protect member data and conducted regular data backups.
- Developed reports and analytics to offer insights into SACCO's portfolio performance.
- Managed user access and permissions module within system.
- Maintained collateral records and ensured asset values were current with market conditions.
Customer Success Manager
Kwara Limited
07.2022 - 10.2023
- Improved client training and onboarding, resulting in 25% reduction in onboarding time and 10% increase in new B2B and B2C client activations
- Increased product adoption by 20% within last quarter of 2022
- Achieved high client retention rate of 95% across portfolio
- Generated additional 30% revenue through cross-selling and upselling products
- Successfully reduced portfolio churn rate by 20% through proactive customer outreach, tailored solutions, and advocacy programs resulting in higher customer retention and increased revenue.
- Collected and acted on customer feedback leading to reduced support tickets and 15% increase in user satisfaction scores.
- Delivered exceptional user experiences by consistently exceeding customer expectations in problem-solving efforts.
- Managed portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
Customer Experience Associate
Kwara Limited
05.2022 - 06.2022
- Launched successful retention program focused on maintaining strong relationships with existing clients through proactive outreach efforts.
- Streamlined communication between departments to ensure timely resolution of customer inquiries and concerns.
- Successfully grew user base on Kwara-Connect App from 1k users to 6K+ users resulting in increased user acquisition and at least 15% in customer engagement.
- Achieved 100% adoption and activation rate of member app for first 5k users resulting in 20% increase in customer satisfaction and 5% increase in customer retention.
Growth Associate
Kwara Limited
01.2022 - 04.2022
- Boosted user acquisition by 30% with targeted marketing and UX improvements.
- Implemented strategies resulting in 25% revenue increase from banking system and mobile app usage
- Enhanced trial-to-paying user conversion through A/B testing and UX improvements.
- Launched new products in emerging markets, achieving 40% increase in customer base.
- Negotiated favorable vendor contracts and fostered strong stakeholder relationships.
- Managed 15+ SACCO accounts, maintaining a 95% retention rate and boosting client value by 30%.
- Designed and executed A/B testing campaigns that improved user engagement metrics by 40%.
- Analyzed user behavior data to identify trends and opportunities, leading to 25% increase in app usage frequency.
- Collaborated with product teams to refine mobile app based on user feedback, achieving 15% improvement in customer satisfaction scores.
- Developed and executed comprehensive social media management strategy tailored for SACCO clients, resulting in 50% increase in online engagement and 20% uptick in app downloads.
- Orchestrated series of targeted social media campaigns across platforms like Facebook, Instagram, Twitter, and LinkedIn, which expanded SACCOs' digital footprint and contributed to 25% growth in member sign-ups.
- Monitored social media campaigns performance, adjusting tactics in real-time to optimize growth hacking efforts analytics tools, enhancing conversion rates by 35%.
- Provided real-time webchat support to assist users effectively.
Credit Officer
Taraji Deposit Taking Sacco Limited
11.2019 - 12.2021
- Maintained default rate of less than 5%, significantly reducing credit risk
- Grew credit portfolio by 20% year-over-year thereby increasing lending volume and finally, revenue
- Achieved compliance excellence of 98% in regulatory audits and examinations, demonstrating strict adherence to lending requirements
- Reduced credit application processing time by 30%, enhancing overall customer experience for applicants.
- Supported business growth initiatives by assisting in identification of new market opportunities for expansion within credit section.
- Evaluated creditworthiness of potential borrowers using thorough research and analysis techniques, minimizing default risks.
- Facilitated timely decision-making on loan applications through clear communication with internal stakeholders and prompt resolution of any queries or discrepancies
Microfinance Team Lead
Taraji Deposit Taking Sacco Limited
11.2017 - 10.2019
- Strategically led 13 marketing executives, surpassing sales targets through innovative motivation and recognition strategies.
- Crafted and implemented bespoke sales strategies tailored to microfinance section, spearheading market expansion and member engagement initiatives.
- Oversaw team performance, delivering constructive feedback, coaching, and mentorship to boost productivity and align with organizational objectives.
- Guided recruitment and training programs, preparing team with essential competencies for success in microfinance landscape.
- Conducted thorough analysis of sales and financial data, leveraging insights to drive strategic planning and service enhancement.
- Produced detailed reports and presentations for executive review, encapsulating team achievements, market analysis, and strategic growth plans.
- Team commission calculations, devising fair and incentivizing structure that propelled sales growth and team morale.
- Conducted training needs assessments, identifying skill gaps and designing targeted development programs to elevate team competencies.
- Implemented robust evaluation mechanisms, measuring training effectiveness and ensuring continuous professional growth aligned with market demands.
Bank Teller
Taraji Deposit Taking Sacco Limited
01.2017 - 10.2017
- Managed high-volume transactions during peak hours while maintaining attention to detail, ensuring seamless customer experience.
- Assisted customers in opening new accounts, facilitating smooth onboarding process for new clients.
- Maintained exceptional accuracy in handling cash transactions, minimizing errors and discrepancies
- Provided superior customer service, resulting in positive feedback and customer satisfaction
- Processed various financial transactions including deposits, withdrawals, and transfers with accuracy and on time
- Successfully identified opportunities to cross-sell bank products, contributing to revenue growth and enhanced customer relationships.
Marketing Executive
Taraji Deposit Taking Sacco Limited
03.2016 - 12.2016
- Analyzed market trends to identify new opportunities for growth, driving expansion into untapped markets for Sacco products and services.
- Increased customer loyalty through development of 3 tailored loyalty programs monthly and personalized marketing efforts.
- Spearheaded successful rebranding efforts which resulted in more cohesive brand identity across all channels.
- Launched successful product lines by collaborating with product development teams and conducting thorough market research.
- Managed personal marketing budgets and tracked Return on Investment (ROI).
- Coordinated trade shows and events to showcase company offerings, generating 20-30 leads monthly and increasing brand visibility in target markets.
- Leveraged data-driven insights and customer feedback to continuously refine marketing strategies for optimal results.
Education
Bachelor of Commerce - Finance
The Catholic University of Eastern Africa
Nairobi, Kenya 01.2012 - 10.2015
Skills
Customer Experience (CX)
Certification
Life Assurance Masterclass, SANLAM Kenya, 10/2023
Timeline
Business Development Associate
Ajua
01.2024 - 02.2024
Sacco Portfolio Management Systems Admin
Phoenix Aviation Group Sacco
11.2023 - 12.2023
Customer Success Manager
Kwara Limited
07.2022 - 10.2023
Customer Experience Associate
Kwara Limited
05.2022 - 06.2022
Growth Associate
Kwara Limited
01.2022 - 04.2022
Credit Officer
Taraji Deposit Taking Sacco Limited
11.2019 - 12.2021
Microfinance Team Lead
Taraji Deposit Taking Sacco Limited
11.2017 - 10.2019
Bank Teller
Taraji Deposit Taking Sacco Limited
01.2017 - 10.2017
Marketing Executive
Taraji Deposit Taking Sacco Limited
03.2016 - 12.2016
Bachelor of Commerce - Finance
The Catholic University of Eastern Africa
01.2012 - 10.2015
Customer Success Manager
Ajua
3 2024 - Current
Technological Skills
- Collaboration Tools: Slack, Zoho, Zoom, Google Meet, Microsoft Teams
- Project Management Tools: HubSpot, Airtable ,Notion
- Office Tools: Google Calendar, Google Drive, Microsoft Office (Word, Excel, PowerPoint)
Core Competencies And Achievements
- Customer Relationship Management: Enhanced customer satisfaction, loyalty, and retention through strategic service improvements and relationship building.
- Sales and Business Development: Drove revenue growth and expanded customer base with effective upselling, cross-selling, and client acquisition strategies.
- Data Analysis and Reporting: Analyzed performance data and customer feedback to inform product upgrades and improve satisfaction metrics.
- Training and Knowledge Sharing: Led training initiatives to boost product usage, onboarding efficiency, and staff problem-solving capabilities.
Technological Skills
- Collaboration Tools: Slack, Zoho, Zoom, Google Meet, Microsoft Teams
- Project Management Tools: HubSpot, Airtable ,Notion
- Office Tools: Google Calendar, Google Drive, Microsoft Office (Word, Excel, PowerPoint)
Core Competencies And Achievements
- Customer Relationship Management: Enhanced customer satisfaction, loyalty, and retention through strategic service improvements and relationship building.
- Sales and Business Development: Drove revenue growth and expanded customer base with effective upselling, cross-selling, and client acquisition strategies.
- Data Analysis and Reporting: Analyzed performance data and customer feedback to inform product upgrades and improve satisfaction metrics.
- Training and Knowledge Sharing: Led training initiatives to boost product usage, onboarding efficiency, and staff problem-solving capabilities.
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