Norah Ombati
@norahombati
Customer Success and Implementation Lead driving SaaS adoption, integration, and customer satisfaction.
KenyaWhat I'm looking for
I am a Customer Success Lead and Software Implementation Engineer with 5+ years in the SaaS industry, experienced in end-to-end implementations, payment system integrations, presales, and tier 2/3 technical support. I have led teams, trained 100+ clients, supported 33+ key accounts, and worked closely with developers to implement APIs that improved client operational agility by 50%.
I excel at translating customer needs into technical requirements, coordinating cross-functional teams, and managing project delivery under Agile frameworks. I am committed to improving product offerings through customer feedback, maintaining high-quality service, and driving adoption and retention through effective onboarding, QA, and stakeholder management.
Experience
Work history, roles, and key accomplishments
Customer Success Lead
ABNO Software’s International
Jul 2023 - Present (2 years 3 months)
Managed customer support escalations and supervised a team of 10 associates, improving resolution times and customer satisfaction; coordinated cross-functional teams and assisted executive key accounts. Led QA for releases, maintained a knowledge base, and supported system demonstrations exceeding event targets.
Software Implementation Engineer
ABNO Software’s International
Jun 2018 - Jun 2023 (5 years)
Served as primary technical contact for clients, trained 100+ clients, led payment system integrations with ERP including Mpesa, and collaborated with developers to implement APIs that improved client operational speed by 50%.
Assistant Accounts Manager
Sundri Stationers
Apr 2014 - May 2018 (4 years 1 month)
Prepared financial reports and tax filings, managed cash collection and reconciliations, supported procurement, and supervised junior staff while acting as deputy to the General Manager.
Project Data Manager
International Center for Tropical Agriculture
Jan 2012 - Mar 2014 (2 years 2 months)
Compiled and systematized AGRA grantees data into online databases, produced charts and reports for presentations, and supported database maintenance using SQL.
Education
Degrees, certifications, and relevant coursework
JTJomo Kenyatta University of Agriculture and Technology
Bachelor of Science, Business Information Technology
2014 - 2017
Completed a Bachelor's degree in Business Information Technology, focusing on applications of IT in business processes and systems.
JTJomo Kenyatta University of Agriculture and Technology
Diploma, Business Information Technology
2010 - 2012
Completed a Diploma in Business Information Technology with coursework in information systems and data management.
IIInstitute of Electrical and Electronics Engineers (IEEE)
Certificate, Machine Learning
Completed a Machine Learning: Predictive Analysis for Business Decisions course through IEEE.
CICisco
Certification, Networking and Cyber Security
2020 - 2023
Completed Cisco certifications including CCNA and an Introduction to Cyber Security course.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Job categories
Skills
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