Lydia Wanjiru Kagundu
New Castle,USA
Summary
Customer success professional with fifteen years experience.Passionate in building lasting client relationships and driving sustainable growth through proactive engagement and tailored support strategies. Proven ability to analyze clients needs and provide solutions to maximize retention and revenue growth through effective communication and problem solving.
Overview
20
20
years of professional experience
Work History
Service Renewal Administrator
Hach Company
Colorado, USA
02.2023 - Current
- Proactively engaging with customers to prepare quotes using oracle software, and secure on- time renewals
- Develop and maintain strong relationships with existing customers to drive retention and multi-year renewal initiatives
- Identify up and cross selling opportunities including annual uplifts to help expand service offerings and increase revenue
- Liaising with different internal LoB stakeholders within customer engagement, using strong relationship and comm skills
- Utilizing Oracle and Sales-force Systems to accurately report and manage customer interactions and track renewals
- Managing service requests through escalation and proactively providing constant updates/feedback to the customer
- Provide renewal forecasting support by accurately scrubbing renewals 6 months in advance of expiration date; cleaning up data inconsistencies and ensuring accurate contract value and dates
Merchant Service Specialist
Fiserv
Delaware, USA
10.2020 - 10.2021
- Responsible for resolving merchant inquiries concerning billing, reporting and payments
- A point of contact for all day-to day related merchant inquiries and owning all client’s resolution
- Navigated through various Merchant Services subsystems, to research and resolve inquiries
- Maintained and tracked outstanding service requests and provided detailed follow up for customers
Team Leader Sales Support Services
Oracle Corporation
Nairobi, Kenya
07.2015 - 06.2016
- Oracle Premier Support lead, accountable for the delivery of services to maintain availability of customer systems and applications
- Co-ordinated Oracle customer support services and maintenance tailored to ensure optimal performance of customer technology investments, while managing internal and external service requests and escalation management
- Assisted enterprise customers to consolidate multiple licensing & support contracts
- This enabled them to optimize their existing licenses, right-size their configurations, reduce costs and ensure compliance
- Managed an annual customer portfolio of $22M premier support and maintenance contracts for Oracle hardware & software across different industry verticals
- Collaborated with solution architects, partner channel network, business development and other cross-functional teams
Renewal Specialist
Oracle Corporation
Nairobi, Kenya
07.2011 - 06.2015
- Responsible for promoting the value of Oracle Premier Support offering
- Attained a target of 110% annually in the timely renewal of support contracts for enterprise customer accounts
- Achieved win backs of $3M from customers who had previously terminated their support contracts
- Organized premier support events annually, to raise customer awareness and understanding of renewal processes, support policies, contractual implications, and applicable elements of Oracle’s support services portfolio
Oracle Technology Licensing Specialist
Simba Technology Limited
Nairobi, Kenya
02.2005 - 06.2011
- Led customer advisory engagements on licensing structures and metrics for their technology investments
- Provided customers with an assessment of current and future enterprise licensing needs and educated them on Oracle licensing policies and support Service Level Agreements and escalation of tier one service requests
- Collaborated with technical teams to develop plans for customer technology refresh cycles & new software upgrades
- Organized training events on Oracle to raise customer awareness on new product features and relevant technical support
Education
Master of Science - Technology in Project Management
Wilmington University
New Castle, Delaware, USA12.2022
Bachelor of Science - Organizational Management
Wilmington University
New Castle, Delaware, USA01.2020
Higher Diploma - Management Information Systems
British Computer Society
Swindon, UK01.2003
Skills
- Account Management
- Business Development
- Project Management
- Negotiation Skills
- Service Renewals
- Customer Service
- Great Communication Skills
- Organization Management
- Escalation Management
Volunteer Experience
- Mentoring teenage girls in church
- Cooking for the homeless
- Donating food at a Food Bank
Timeline
Service Renewal Administrator
Hach Company
02.2023 - Current
Merchant Service Specialist
Fiserv
10.2020 - 10.2021
Team Leader Sales Support Services
Oracle Corporation
07.2015 - 06.2016
Renewal Specialist
Oracle Corporation
07.2011 - 06.2015
Oracle Technology Licensing Specialist
Simba Technology Limited
02.2005 - 06.2011
Master of Science - Technology in Project Management
Wilmington University
Bachelor of Science - Organizational Management
Wilmington University
Higher Diploma - Management Information Systems
British Computer Society
Similar Profiles
Tonya White-ReganTonya White-Regan
Cash Application Specialist at Hach CompanyCash Application Specialist at Hach Company
Ramiro DuenasRamiro Duenas
Picker/Packer/Warehouse Forklift Operator at Hach CompanyPicker/Packer/Warehouse Forklift Operator at Hach Company
SUMEET SACHDEVASUMEET SACHDEVA
After Market Sales Manager-IN at Hach Company (Veralto Corp)After Market Sales Manager-IN at Hach Company (Veralto Corp)