TABITHA MARANGU
Project Management
Nairobi
Summary
Dynamic customer onboarding and implementation leader with a proven ability to deliver complex rollouts from inception to completion, consistently optimizing time-to-go-live and enhancing stakeholder alignment. Expertise in data migration, UAT coordination, and process improvement drives significant advancements in adoption, retention, and overall customer satisfaction. Adept at fostering cross-functional collaboration to ensure seamless integration of services that meet diverse client needs. Committed to leveraging strategic insights to elevate customer experiences and achieve organizational goals.
Overview
15
15
years of professional experience
Work History
System Implementation Manager
Wakandi Kenya Limited
07.2024 - Current
- Built and led a 10-person onboarding team; established roles, workflows and performance KPIs to increase delivery throughput and consistency.
- Delivered 50+ onboarding/implementation projects across 2024–2025 while maintaining delivery quality and stakeholder alignment.
- Reduced average onboarding cycle time by 80% by redesigning processes, standardizing playbooks and strengthening coordination across teams.
- Owned stakeholder management across customers and internal teams, improving decision turnaround and minimizing project risk and scope changes.
- Drove a ~60% product improvement impact by implementing structured feedback loops and partnering with the tech team on prioritized enhancements.
- Oversaw end-to-end implementation lifecycle processes, ensuring 100% regulatory compliance while supporting on-time, audit-ready go-lives across customer implementations.
Project Implementation Coordinator
Tecnocast Kenya Limited
06.2023 - 07.2024
- Owned end-to-end implementation delivery, defining scope, milestones, dependencies, and rollout timelines, achieving 90%+ on-time go-live through disciplined stakeholder sign-off and scope control.
- Led SACCO client implementations as the primary delivery contact, coordinating stakeholders, data migration, UAT, and go-live readiness to ensure smooth, production-ready launches.
- Drove cross-functional execution across Sales, Delivery, and Technical teams, removing blockers and reducing escalation cycles to improve delivery predictability.
- Led data migration quality assurance, validating completeness and accuracy against platform templates and significantly reducing post–go-live data issues.
- Protected customer experience and brand reputation through proactive communication and expectation management, maintaining high satisfaction and low implementation-related escalations.
- Tracked and reported key implementation KPIs (time-to-go-live, migration accuracy, UAT defect closure), enabling faster decisions, stronger accountability, and SLA adherence.
Senior Customer Onboarding and Success Manager
Kwara
08.2020 - 06.2023
- Accelerated onboarding by delivering role-based platform training using demo environments and tracking adoption milestones through to go-live.
- Drove process improvements that cut the customer onboarding period by 50%, from 2 months to 1 month.
- Established and managed a 5-member onboarding team that supported high-volume customer onboarding while maintaining quality and compliance standards
- Led data migration and data clean-up activities; validated datasets and supported clients through reconciliation to improve data quality at go-live.
- Ran quarterly business reviews (QBRs), aligning on outcomes and resolving risks with technical support to drive renewals and reduce churn by 80%
- Provided structured customer insights to product, engineering and sales teams to inform roadmap priorities and user experience improvements.
- Managed customer support across Zendesk, Intercom, email and phone; tracked ticket trends and contributed to faster resolution and improved CSAT.
- Maintained a 90% retention rate by strengthening relationships, improving value realization and reducing onboarding-to-adoption drop-off.
- Captured and prioritized product feedback; translated insights into actionable requirements to support continuous improvement.
Customer Success Specialist
Awamo 360 Kenya Ltd
05.2019 - 07.2020
- Onboarded new clients against defined implementation guidelines; ensured go-live readiness through structured checkpoints and user enablement.
- Gathered system requirements, configured product setups and delivered technical presentations to ensure fit-for-purpose deployments.
- Partnered with internal departments to troubleshoot issues, reduce downtime and improve customer experience.
- Improved adoption by coaching users on best practices and monitoring early usage behaviors.
- Maintained client relationships through scheduled touchpoints and proactive issue prevention.
- Supported data migration and validation during onboarding to improve data accuracy at go-live.
- Maintained CRM hygiene by updating customer records, activities and follow-ups to improve visibility and accountability.
- Led and managed a cross-functional team of 9 employees across Sales and Customer Onboarding to support business growth and customer success.
Customer Relationship Manager
Sidian Bank Kenya
06.2018 - 01.2019
- Managed a portfolio of individual and business customers, resolving issues and strengthening relationship health through regular engagement reducing customer complaints by 40%.
- Promoted banking products and services to drive revenue growth within a designated market, achieving a 25% increase in new customer acquisition and contributing to a 15% growth in cross-sell revenue over 3 months.”
- Tracked market dynamics and adjusted engagement strategies to improve customer outcomes and product uptake.
- Produced executive performance reports using operational, output and revenue indicators to support leadership decisions.
- Investigated complaints and implemented process improvements to reduce repeat issues and improve service quality.
Business Development Executive
Kenya Women Microfinance
03.2011 - 05.2018
- Built and maintained lending and deposit relationships with over 150 new and existing customers, contributing to a 20% growth in the loan and deposit portfolio within 12 months
- Onboarded and trained 100+ customers on product features, resulting in a 30% increase in product adoption and active usage.
- Conducted 50+ on-site consultative visits, identifying key business needs and increasing cross-sell opportunities by 25%.
- Originated and supported 100+ small business loan applications, contributing to a 15% increase in the bank’s sustainable loan portfolio.
- Reviewed financials and credit profiles of 200+ clients, ensuring 100% compliance with bank risk guidelines and maintaining a low default rate of 2%.
- Advised 80+ customers on investment options, leading to a 20% increase in customer investment uptake and portfolio diversification.”
Education
Diploma - Project Management
Kenya Institute of Management
Kisii12-2026
Certificate - Project Management
Google Project Management
Coursera06-2026
Bachelor of Arts - Banking And Finance
Moi University
Eldoret12-2006
Skills
- Project Management
- Customer onboarding
- Process optimization
- Stakeholder management
- Customer success & retention
- Data migration & validation
- UAT coordination
- Cross-functional collaboration
- CRM tools (Zendesk/Intercom/Jira/Hubspot)
- KPI tracking
- Reporting & analytics
- Communication & facilitation
- Cross-functional team leadership
Accomplishments
- Built and led a 9-person cross-functional team across Sales and Customer Onboarding, establishing clear roles, workflows, and performance KPIs to improve delivery consistency and accountability.
- Redesigned and standardized onboarding processes, reducing the average onboarding cycle time by up to 80% and significantly accelerating time-to-go-live.
- Delivered 50+ onboarding and implementation projects across enterprise and SMB customers (2024–2025), maintaining high delivery quality, strong stakeholder alignment, and controlled project scope.
- Drove customer activation (+30%) and retention (+25%), by defining onboarding strategy, customer success frameworks, and execution standards across teams.
LANGUAGE
English — Proficient (C2)
Kiswahili — Proficient (C2)
Hobbies
Travelling
Reading
Networking
Timeline
System Implementation Manager
Wakandi Kenya Limited
07.2024 - Current
Project Implementation Coordinator
Tecnocast Kenya Limited
06.2023 - 07.2024
Senior Customer Onboarding and Success Manager
Kwara
08.2020 - 06.2023
Customer Success Specialist
Awamo 360 Kenya Ltd
05.2019 - 07.2020
Customer Relationship Manager
Sidian Bank Kenya
06.2018 - 01.2019
Business Development Executive
Kenya Women Microfinance
03.2011 - 05.2018
Diploma - Project Management
Kenya Institute of Management
Certificate - Project Management
Google Project Management
Bachelor of Arts - Banking And Finance
Moi University