JKJoyce Kuria
@joycekuria
Customer Success professional driving onboarding, retention, and product adoption.
KenyaWhat I'm looking for
I am a Customer Success Associate with hands-on experience managing client relationships, onboarding, and driving product adoption across digital platforms. I have consistently worked cross-functionally with Product, Sales, and Support teams to resolve issues, analyze usage and feedback, and implement process improvements that enhance customer engagement and retention.
My background includes leading operations teams, supporting enterprise accounts, and using tools such as Jira, Notion, Metabase, Amplitude, Looker, Zendesk, and Intercom to track performance and inform strategy. I focus on delivering measurable results through training, proactive communication, and data-informed initiatives to boost satisfaction and long-term growth.
Experience
Work history, roles, and key accomplishments
Customer Success Associate
Branch International
May 2024 - Apr 2025 (11 months)
Managed key client relationships and led onboarding and training to drive early product adoption, monitor satisfaction metrics, and implement retention strategies that sustained KPI performance.
Enterprise Team Lead
Naya Solutions
Aug 2023 - Dec 2023 (4 months)
Led operations for an enterprise team, conducted performance reviews, and implemented process improvements to increase efficiency and align team goals with company objectives.
Customer Service Agent
Corenett Solutions
Oct 2022 - Dec 2022 (2 months)
Handled customer inquiries via Zendesk and phone, escalated complex issues to engineering through Jira, and maintained high service standards to improve satisfaction and loyalty.
Debt Collector
Finley Collections Africa
Oct 2021 - Oct 2022 (1 year)
Negotiated payment plans and maintained accurate customer records to support timely debt recovery and operational efficiency.
Web Developer
Ndiema Industries
Aug 2021 - Oct 2021 (2 months)
Developed and maintained responsive websites, incorporated client feedback, and implemented updates to enhance user experience and satisfaction.
Education
Degrees, certifications, and relevant coursework
CUChuka University
Diploma in Computer Science, Computer Science
2018 - 2021
Completed a Diploma in Computer Science with coursework covering programming, systems, and applied computing from 2018 to 2021.
Oloolua Secondary School
High School Certificate, General Secondary Education
2014 - 2017
Attended secondary school and obtained the High School Certificate between 2014 and 2017.
Availability
Location
KenyaAuthorized to work in
Social media
Job categories
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