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Shelly Githinji

@shellygithinji

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Customer Success & SaaS onboarding manager driving adoption, retention, and smooth go-lives.

Kenya

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What I'm looking for

I’m looking for a client-facing role where I can own onboarding from kickoff to go-live, drive adoption and retention, and improve processes through data-driven playbooks—working closely with cross-functional teams in a supportive, remote-friendly environment.

I’m a customer success and implementation professional with 4+ years of experience owning client relationships and leading SaaS onboarding—from kickoff through go-live and ongoing support. I serve as the primary point of contact across concurrent portfolios, managing timelines and deliverables while guiding clients through requirements, configuration, troubleshooting, and adoption.

In my current role, I lead SaaS onboarding for PEO, ASO, and PRO clients across 15+ concurrent engagements, coordinating with Sales, Payroll, Benefits, and Client Relations teams to keep implementations on track. I gather and document requirements, configure workflows and platform settings, and drive product adoption and retention through proactive communication and training, while continuously improving onboarding processes with repeatable standards and playbooks.

Earlier in my career at Equity Bank, I built strong client relationships with 200+ clients, resolved 50+ queries monthly with a 96% first-contact resolution rate, and maintained 100% compliance with AML, KYC, FATCA, and CRS—resulting in zero audit findings. I also trained 100+ merchants on digital payment platforms, supported 80+ accounts as a primary point of contact, and ensured high accuracy (99.9%) and compliance under strict standards.

Experience

Work history, roles, and key accomplishments

Current

Implementation Associate

Current

Vensure Employer Solutions

Sep 2025 - Present (9 months)

Owned client relationships and led SaaS onboarding for PEO/ASO/PRO clients across 15+ concurrent engagements from kickoff through go-live and ongoing support. Coordinated cross-functional dependencies, gathered requirements, configured workflows/platform settings, and improved onboarding processes into repeatable standards.

SaaS Onboarding Client Relationship Management Requirements Gathering Project Coordination Product Adoption Troubleshooting CRM Systems Process Improvement

Relationship Officer - Operations

Equity Bank Kenya Ltd

Feb 2025 - Sep 2025 (7 months)

Owned relationships with 200+ clients, onboarding them onto digital platforms and driving adoption above branch performance targets. Resolved 50+ client queries monthly with a 96% first-contact resolution rate and maintained 100% AML/KYC/FATCA/CRS compliance with zero audit findings.

Client Relationship Management KYC AML Compliance FATCA CRM Systems Compliance Reporting

Relationship Officer - Cash Services

Equity Bank Kenya Ltd

Jul 2024 - Feb 2025 (7 months)

Built and retained a client portfolio, generating a 65% repeat and referral rate through consultative, needs-based engagement. Processed 500+ transactions weekly with 99.9% accuracy while supporting client satisfaction under strict compliance standards.

Client Relationship Management Transaction Processing Digital Cash Services CRM Systems Reporting Problem Solving

Relationship Officer - Sales

Equity Bank Kenya Ltd

Apr 2022 - Mar 2024 (1 year 11 months)

Recruited, onboarded, and trained 100+ merchants on digital payment platforms, driving adoption through demonstrations and training. Managed 80+ accounts as primary point of contact for onboarding, support, and issue resolution across cross-functional teams.

Merchant Onboarding Digital Payments Training Enablement Client Relationship Management Cross functional Coordination CRM Systems Project Tracking

Procurement Officer

Department of Health Services, Nakuru County

Jan 2021 - Feb 2022 (1 year 1 month)

Coordinated procurement and supplier processes for medical supplies, negotiating cost-reducing agreements and maintaining accurate records. Ensured procurement execution aligned with public procurement regulations.

Procurement & Vendor Management Supplier Coordination Process Improvement