VICTOR THUO
Senior Technical Account Manager
Nairobi
Summary
Dynamic and customer-focused Technical Account Manager and Customer On-boarding Specialist with over 3 years of experience in driving client success, managing technical relationships, and ensuring seamless product adoption. Adept at bridging the gap between business and technology, delivering customized solutions, and fostering long-term client relationships. Proven track record of achieving high client satisfaction, optimizing on-boarding processes, and contributing to revenue growth.
Overview
3
3
years of professional experience
3
3
Certifications
Work History
Technical Account Manager
UZAPOINT
01.2023 - Current
- Manage a portfolio of 80+ enterprise clients, ensuring seamless integration and client’s satisfaction
- Act as the primary technical liaison between clients and internal teams, resolving complex issues and ensuring SLA compliance.
- Conduct technical training sessions and workshops for client teams, improving product utilization by 50%.
- Collaborate with the technical team to develop customized solutions, increasing client satisfaction by 30%.
- Troubleshooting and Problem-Solving: Ability to diagnose and resolve technical issues effectively also increasing client satisfaction by 80%
- Maintained regular follow-ups during the on-boarding period, achieving a 98% retention rate for onboarded clients. Acted as a trusted advisor, identifying up-selling opportunities that contributed to a 20% increase in revenue.
- Gathered client feedback to identify pain points, leading to a 50% improvement in onboarding workflows. Collaborated with product teams to implement two customer-requested features within the first quarter.
Customer On-boarding Specialist
UZAPOINT
06.2022 - 12.2022
- Successfully onboarded 100+ clients by providing clear, step-by-step guidance on system setup and product use. Conducted personalized onboarding sessions, ensuring a 95% satisfaction rate in post-session surveys.
- Delivered interactive training sessions, resulting in a 40% decrease in support queries. Created detailed training materials and tutorials, boosting self-service adoption by 20%.
- Ensured 100% accuracy in account configurations tailored to specific client requirements. Reduced onboarding time by 45% through optimized setup processes.
- Maintained regular follow-ups during the on-boarding period, achieving a 98% retention rate for onboarded clients. Acted as a trusted advisor, identifying up-selling opportunities that contributed to a 20% increase in revenue.
Education
Bachelor of Science - Information Technology
KCA University
Nairobi, KenyaSkills
Technical Expertise: Cloud platforms (AWS, Azure), Networking, System Integration, APIs
Customer Management: Account management, Client advocacy, CRM tools (Salesforce, HubSpot), Problem Solving , Customer Onboarding and training
Project Management: Agile methodologies, Risk management, Cross-functional collaboration
Certification
Google Ads - Measurement Certification Google Ads - Measurement Certification (Completion ID: 114548711)
Hobbies
Swimming
Travelling
Playing Soccer
Timeline
Technical Account Manager
UZAPOINT
01.2023 - Current
Customer On-boarding Specialist
UZAPOINT
06.2022 - 12.2022
Bachelor of Science - Information Technology
KCA University