Customer Success Manager

• Jan 2023 - Present

As a Customer Success Manager, I ensure the satisfaction and success of our customers throughout their journey with our company. I develop strong relationships with clients, understand their needs, and help them achieve their goals using our products and services. I act as the main point of contact for customers, manage their accounts, provide support, and proactively identify opportunities for growth and expansion. Delivering exceptional customer service and support Communication skills that articulate complex concepts clearly Problem-solving skills to identify and resolve issues in a timely and effective manner Time-management skills to prioritize tasks, manage multiple projects simultaneously, and meet deadlines A solid understanding of sales principles to identify opportunities for growth and expansion Expert knowledge of our products and services to educate customers on their use and benefits Strong data analysis skills to identify trends and opportunities for improvement Collaborative team player with strong teamwork and leadership skills Adaptive to changing customer needs and market trends Expertise in managing customer accounts and providing personalized support.

Strategy Consultant

• Jun 2022 - Present

Head of Sales & Marketing

• Jun 2020 - Mar 2023

• Developed and implemented commercial strategy and Go To market strategy for sales and partnerships that lead to a wider coverage of last mile distribution resulting in 70% of quarterly sales target being achieved. • Designed, managed, and monitored sales practices and tools to create repeatable & scalable sales processes that accelerated growth and pricing strategies as a result sales people were able to close 5 out of every 10 prospects. • Carried out training and capacity building for field staff, agents and partners and formulated LMS & training materials resulting in increased sales performance. • Recruited and worked with the national sales team who achieved 45 million in quarterly sales by providing mentorship, coaching sales training & strategy communication. • Developed concept notes, proposals and donor funding proposals leading to project partnerships with GIZ, UNEP, DCA, Anglican Development Services, Dorcas Aid, C-Quest Capital, Caritas and Catholic Relief Services. • Carried out market research, needs analysis and competitor analysis leading to new product development & strategic market positioning of our products & services growing customer base by 40% quarterly. • Proposed and implemented change management such as the use of dashboards & CRM platforms for customer data, pipeline management and sales projections leading to new revenue from Upselling strategies. • Developed the company marketing strategy with the marketing coordinator that resulted in increased brand awareness, lead generation, digital sales revenue and growth in customer base by 60%.

Commercial Manager

• Jan 2019 - May 2020

• Provided leadership to the commercial team and achieved 10 million in new revenue and 70% collections targets monthly. • Managed key accounts such as Safaricom, Equity Bank, KICD & Standard Group that generated 65% of our monthly revenue. • Conducted market research and analysis, creating detailed business and strategic plans on commercial opportunities, including business development, marketing and expansion out of which 30% of new business came from. • Performed market & competitor analysis of direct, indirect and replacement competitors with the use of SEM rush, Spyfu, Hoot suite and Ahrefs and used this data to develop new product segments such animation that gave us quarterly revenue of KES 6 million. • Negotiated and signed MOU and partnership agreements with corporate and institutional clients such as Standard group which generated KES 1.5 million monthly. • Developed marketing strategy & implemented the use of Mixpanel, Google, Adobe Analytics, Hub spot and carried out analysis of marketing campaigns, - ROI, KPI, insights, trends and consumer behavior. • Financial management by ensuring that commercial activities generate good returns, preparing financial statements – bank reconciliations, financial projections, income statements.

Sales and Marketing Cordinator

• Sep 2015 - Dec 2018

• Planned and executed all digital marketing, activities including Search engine optimization / Marketing, PPC, Paid Ads, email marketing, social media and display advertising campaigns leading to 40% of sales coming from digital platforms. • Developed engaging online content including click bait, forums, videos, graphics, and blogs; monitored and analysed content engagement. • Measured and monitored the performance analytics of all marketing campaigns - ROI & KPI. • Contributed to the achievement of allocated quarterly sales targets for the region by proactively and rigorously engaging in sales activities, development of sales support tools and sales admin tasks. • Supported the marketing manager in establishing and evaluating marketing strategies by analysing sales forecasts, updating marketing calendars and organizing and planning promotional activities. • Formulated and implemented the company brand management strategy, brand style and brand guidelines creating consistency and uniformity in all our communication. • Communicated campaign deliverables, objectives and timelines to the team while providing instructions for leads management and expectations. • Planned and executed motor shows and events and by identifying, coordinating and assembling requirements, developing assignments, schedules and branding ensuring that all relevant assets are at the venue before the event.

Operations Assistant

• Jun 2014 - Jul 2015

• Acquired new business both retail and corporate clients including a 35 million mortgage offered to one of our retail client. • Advised clients on the available asset finance solutions for SME and institutional clients. • Performed due diligence for all new accounts opened and captured all the relevant information into the core banking system. • Performed financial analysis checking cash flows and ability to pay for clients applying for loan facilities, credit line and overdrafts. • Assisted clients with the application of credit, debit cards and cheque books as well as issued debit cards and respective pin mailers. • Processed clearing cheques and submitting processed cheques to the operations manager for verification. • Ensured compliance with all prudential guidelines such as Anti Money Laundering (AML), Know Your Customer (KYC) and Counter Terrorism Financing. • Maintained excellent customer relationships through timely response of inquiries and going above and beyond to accommodate unusual requests.