Positive Work Environment
Work-Life Balance
Workplace Diversity and Inclusion
JKOpen to opportunities
Jeff Karanja
@jeffk01
I’m experienced in onboarding, troubleshooting, and resolving clients' complaints.
KenyaWhat I'm looking for
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
Work history, roles, and key accomplishments
GUCurrent
Tier ii Technical Customer Support Manager (EMEA Region)
Glue Up
May 2021 - Present (4 years 1 month)
•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.
AGCustomer 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.
D.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
Education
Degrees, certifications, and relevant coursework
Jeff hasn't added their education
Don't worry, there are 90k+ talented remote workers on Himalayas
Tech stack
Software and tools used professionally
Availability
Open to opportunities
Location
Kenya
United States
Canada
Germany
Australia
Singapore
SpainSalary expectations
22k-45k USD
Social media
Job categories
Skills
B2B SupportSaaS SupportZendeskZendesk JIRASalesforceKey Account ManagementCustomer SatisfactionCustomer RetentionFinance ManagementFinance And AccountingProject ManagementUser SupportEmail SupportSales SupportTier 1 SupportCustomer SupportTechnical SupportLive Chat SupportSlackAccount ManagementAccount ExecutiveCustomer SuccessClient Success
Interested in hiring Jeff?
You can contact Jeff and 90k+ other talented remote workers on Himalayas.
Message JeffFind your dream job
Sign up now and join over 85,000 remote workers who receive personalized job alerts, curated job matches, and more for free!
