Open to opportunities

Jeff Karanja

@jeffk01

Message

I’m experienced in onboarding, troubleshooting, and resolving clients' complaints.

Kenya

Message

What I'm looking for

Positive Work Environment
Work-Life Balance
Workplace Diversity and Inclusion

I’m an experienced SaaS/B2B Customer Success Manager and Tier ii Technical Customer Support Manager working with global companies. My strengths lie in Customer Success/ Customer Support i.e Key Account Management, Onboarding and Training, Client Satisfaction and Retention, Relationship building and Partnership, Customer Renewal, Troubleshooting and Resolving Clients' Complaints & issues promptly to ensure my clients are happy and satisfied & maintaining 100% Customer Retention as my main KPIs.
I have experience in Customer Relationship Management(CRM) software such as Zendesk Administrator, JIRA, Confluence, Airtable, Slack, and HubSpot.

Experience

Current

Tier ii Technical Customer Support Manager (EMEA Region)

Current

Glue Up

May 2021 - Present (3 years)

•Provided exceptional customer support to ensure customer satisfaction.
•Served as customer support PoC for all product-related incidents within the EMEA
region.
•Guided customers through the onboarding and training process.
•Collaborated with team members to improve service delivery and streamline
processes.
•Took ownership of customer inquiries, resolved issues, and addressed concerns
promptly.

SaaS Support User Support Email Support Sales Support Tier 1 Support Customer Support Technical Support Live Chat Support Zendesk Zendesk JIRA Slack Account Management Account Executive

Customer Experience Agent

d.light

Jan 2019 - Dec 2019 (11 months)

Addressed customer service inquiries quickly and accurately.
•Resolved customer queries over the phone and by email
•Monitored accounts to identify outstanding debts
•Investigated historical data for each debt or bill
•Find and contact debtors’ clients to arrange debt payoffs
•Took action to encourage timely debt payments
•Resolved billing and customer credit issues
•Updated account status records

Account Executive Finance Management Finance And Accounting Project Management

Customer Success Manager (Eastern Africa Region)

Awamo GmbH

Jan 2020 - Apr 2021 (1 year 3 months)

•Managed the onboarding process for customers to drive adoption and expansion.
•Developed best practice materials and pre-configured implementations for client setup.
•Ensured customer retention through proactive customer service and demonstrable value.
•Increased company revenue through identifying and developing opportunities to upsell with customers, e.g. offering professional services.