Open to opportunities

Jenn Karuri

@jennkaruri

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Accomplished client success specialist delivering technical support, onboarding, and remote team leadership.

Kenya

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What I'm looking for

I am looking for a remote Client Success Manager role where I can lead onboarding, improve support processes, and drive customer growth in a collaborative, data-driven environment.

I am an accomplished Client Success Specialist with over 15 years of experience driving customer satisfaction and operational excellence across distributed teams.

I have managed client accounts valued at over $500,000, regularly resolved 300+ support tickets monthly, and trained high-performing teams of up to 10, delivering measurable improvements in adoption and retention.

I specialize in streamlining support workflows and building self-service resources—authoring 20+ product guides, implementing Zendesk knowledge bases, and reducing average ticket resolution times by half.

I am seeking remote roles where I can combine technical support, client onboarding, and business development to scale customer outcomes and improve operational efficiency.

Experience

Work history, roles, and key accomplishments

Current

Community Growth Associate

Current

VeroSkills

Apr 2025 - Present (4 months)

Streamlined Zendesk ticket resolution, reducing average response time by 25% and increasing candidate application completion rates by 40% through proactive follow-up. Generated 150+ qualified leads and supported placement of 35 candidates by coordinating employer-candidate communication.

Zendesk Lead Generation Cold Calling Candidate Sourcing Knowledge Base Slack Outreach Virtual Collaboration

Client Success Specialist

Ona Kenya

Dec 2023 - Mar 2025 (1 year 3 months)

Improved onboarding and product training to increase initial product adoption by 30% and onboarded 50+ client accounts on the Ona data platform. Optimized support workflow to cut average ticket resolution from 48 to 24 hours and authored 20+ product guides to reduce recurring requests.

Onboarding Product Training Knowledge Base Zendesk Documentation Stakeholder Management

Head of E-Commerce

Real Sources Africa

Apr 2022 - Sep 2022 (5 months)

Directed end-to-end digital marketplace operations, overseeing logistics for 20+ trucks and expanding the client base by 25% within six months through targeted lead generation and contract negotiation. Onboarded 10 major logistics partners and implemented customer support frameworks to improve retention.

E Commerce Operations Logistics Management Lead Generation Onboarding Customer Support Contract Negotiation Training Operations Management

Team Lead

Hugo Technologies

May 2021 - Apr 2022 (11 months)

Led and mentored a remote team of 10 data annotators, increasing productivity by 20% and reducing new-hire time-to-productivity by 30% through a streamlined onboarding program. Produced performance reports that informed workflow adjustments and ensured seamless remote collaboration.

Team Leadership Data Annotation Onboarding performance reporting Remote Management Slack Google Workspace Project Coordination

Helpdesk Supervisor & IT Support

Kimetrica

Jun 2014 - Mar 2019 (4 years 9 months)

Supervised helpdesk and IT support operations, managing ticket triage, escalation paths, and team training to improve SLA adherence and support reliability. Coordinated technical support for end users and maintained system uptime.

Help Desk Support IT Support Ticketing Systems Troubleshooting Team Leadership Escalation Management Windows OS Linux OS

IT Support Assistant

Kimetrica

Jan 2013 - Jun 2014 (1 year 5 months)

Provided frontline IT support and troubleshooting for hardware and software issues, assisting escalation to senior engineers and supporting end-user training. Maintained system inventories and supported helpdesk operations.

IT Support Troubleshooting Windows OS Linux OS Customer Support Ticketing Systems

Team Leader

Techno Brain Group

Aug 2010 - Dec 2012 (2 years 4 months)

Led teams performing quality analysis and business development activities, driving process improvements and supporting client engagements. Managed performance metrics and contributed to sales and operational initiatives.

Team Leadership Quality Assurance Business Development Client Relations Data Analysis Process Improvement Performance Monitoring

IT Consultant

PCTech Systems

Jan 2010 - Aug 2010 (7 months)

Delivered IT consulting services including systems installation, troubleshooting, and end-user training to improve client IT reliability and performance. Assisted with configuration and maintenance of client infrastructure.

IT Consulting Troubleshooting Training Clients Windows OS Technical Documentation

IT Manager

Timetrax Computer Systems Ltd

Mar 2009 - Jan 2010 (10 months)

Managed IT operations and infrastructure, overseeing system administration, vendor relationships, and team activities to ensure reliable service delivery. Implemented processes to maintain operational continuity.