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Nontuthuko Mpanza

@nontuthukompanza

I drive SaaS user adoption through onboarding, support, and process optimization.

South Africa
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What I'm looking for

I’m seeking a customer-success or onboarding role at a collaborative SaaS company where I can drive user adoption, optimize onboarding processes, reduce churn, and partner with product and sales to deliver measurable customer outcomes and grow into broader leadership.

I am a customer-focused professional with hands-on experience supporting SMBs and guiding 80+ new users through onboarding of a no-code SaaS platform, achieving a 96% satisfaction score and reducing onboarding time by 25% by optimizing support workflows.

I handled 300+ client accounts using Zendesk and Intercom, helped reduce customer churn by 20%, and collaborated with Sales, Product, and Support to drive user adoption and long-term value. I’m passionate about helping clients reach their goals through personalized onboarding and strategic support.

Experience

Work history, roles, and key accomplishments

Education

Degrees, certifications, and relevant coursework

EA

Explore AI Academy

Higher Certificate, Data Science

Completed a Higher Certificate in Data Science in 2024 with practical coursework in data analysis and tooling.

ALX Africa logoAA

ALX Africa

Certificate, Virtual Assistance

Completed a Virtual Assistant Certificate from ALX Africa in 2024 focused on remote support and productivity tools.

University of Zululand logoUZ

University of Zululand

Bachelor of Arts, Environmental Planning and Development

Completed a Bachelor of Arts in Environmental Planning and Development with graduation in 2022.

Tech stack

Software and tools used professionally

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Nontuthuko Mpanza - Customer Success Intern - Telkom SA SOC Ltd | Himalayas