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Cliff Karanja

@cliffkaranja

Customer Success professional with 6+ years driving enterprise retention, account growth and cross-functional problem-solving for global clients.

Kenya

Message

What I'm looking for

I'm looking to own high-volume customer and enterprise accounts, improve retention and account health, and use AI-enabled workflows to scale client operations in a fast-paced remote environment.

At Assent Inc., I retain and grow enterprise compliance accounts by resolving supplier escalations, improving account health, and supporting renewals. I prevented churn for two enterprise clients worth more than $1.5M in annual contract value and helped expand an account by $500K through a cross-sell.

I've improved client satisfaction by 25%, reduced ESG compliance violations by 45% through supplier education, and improved supplier satisfaction by 35%. I use Salesforce, Zendesk, Zoho CRM, documentation, and AI/LLM workflows to make high-volume account operations more efficient.

Earlier, I managed end-to-end operations at Kampala Lodge and Bar, growing revenue by over 200% while increasing repeat patronage to 85% and occupancy to 90%.

Experience

Work history, roles, and key accomplishments

Current

Strategic Supplier and Account Specialist

Current

Assent Inc.

Mar 2025 - Present (1 year 7 months)

Central point of contact for client concerns and supplier escalations, preventing churn of two enterprise clients and improving client satisfaction scores by 25% through proactive engagement.

Customer Retention Account Management Compliance Escalation Resolution Cross Functional Collaboration Salesforce Zendesk Zoho CRM Slack Google Workspace AI LLM Prompt Engineering

Supplier Intelligence Analyst

Assent Inc.

May 2023 - Mar 2025 (1 year 10 months)

Managed client communication on supplier performance and compliance, resolved inquiries, and reduced reported ESG compliance violations by 45% through proactive supplier education.

Supplier Management Compliance Client Communication Training Documentation CRM Project Tracking

Supplier Intelligence Agent

Assent Inc.

Nov 2021 - Apr 2023 (1 year 5 months)

Handled high volumes of inbound and outbound calls and emails, resolving first-line concerns and improving supplier satisfaction scores by 35% through faster response times.

Customer Service Communication Skills Issue Resolution Process Improvement Workflow Design

Manager

Kampala Lodge and Bar

Nov 2017 - Jan 2021 (3 years 2 months)

Owned end-to-end operations for a growing business, building processes from scratch and growing revenue over 200% through service quality improvements and marketing.

Operations Management Process Design Staffing Payroll Customer Retention Revenue Growth Marketing