Open to opportunities

Ednah Mutua

@ednahmutua

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Customer Success Manager with 8+ years in financial services.

Kenya

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What I'm looking for

I am looking for a remote role in a dynamic SaaS environment that values customer success and offers opportunities for growth.

I am a Customer Success and Relationship Management professional with over 8 years of experience in driving customer lifecycle success, digital adoption, and portfolio growth within the financial services sector. My expertise lies in onboarding and engaging clients remotely, increasing product usage, and exceeding retention KPIs. I leverage CRM tools and virtual collaboration platforms to maximize customer value and satisfaction.

In my current role as an Executive Customer Experience Officer at Co-operative Bank of Kenya, I led digital adoption initiatives that increased client usage of online banking platforms by 36% among high-net-worth customers. I designed personalized onboarding journeys that achieved 100% KYC compliance and reduced onboarding time by 17%. My proactive client engagement strategies have elevated retention rates by 27%, showcasing my commitment to enhancing customer experience and satisfaction.

As I seek a remote Customer Success Manager role, I am eager to apply my skills in a dynamic SaaS environment where I can continue to drive customer success and foster strong relationships.

Experience

Work history, roles, and key accomplishments

Current

Executive Customer Experience Officer

Current

Co-operative Bank of Kenya

Apr 2023 - Present (2 years 2 months)

Led digital adoption initiatives, increasing client usage of online banking platforms by 36% among high-net-worth customers. Designed and implemented personalized onboarding journeys, achieving 100% KYC compliance and reducing onboarding time by 17%. Managed client portfolios, delivering strategic financial advice and growing portfolio value by 19%.

Digital Adoption Platforms KYC Customer Onboarding Portfolio Management Financial Advice Salesforce Microsoft Teams Slack

Sales and Service Advisor

Co-operative Bank of Kenya

Jul 2016 - Mar 2023 (6 years 8 months)

Surpassed revenue targets by 124% through client-centric cross-sales and virtual customer education campaigns. Transitioned 30% of customers to digital and alternative banking channels, driving operational efficiency and improved product adoption. Maintained 100% compliance in processing multi-currency transactions and forex negotiations, increasing non-funded revenue streams.

Revenue Digital Banking Compliance Client Engagement Customer Retention

Direct Sales Representative

Co-operative Bank of Kenya

Apr 2016 - Jun 2016 (2 months)

Executed marketing campaigns that increased the branch client base by 17% in three months. Conducted onboarding sessions and digital education to streamline client transitions to virtual banking services. Maintained a client conversion rate of 73% through targeted relationship management.

Marketing Campaigns Onboarding Relationship Management Sales

Business Development Officer

SMEP Microfinance Bank

Apr 2014 - Jun 2014 (2 months)

Facilitated client onboarding and business skills training, increasing community group registrations by 14%. Managed loan portfolios with a 96% repayment rate, mitigating default risk through client education and support.

Onboarding Skills Training Risk Mitigation Community Engagement

Education

Degrees, certifications, and relevant coursework

Moi University

Bachelor of Science, Entrepreneurship

Completed a Bachelor of Science degree focusing on entrepreneurial principles and practices. Gained foundational knowledge in business development, management, and innovation strategies.