Hi, I’m
Peter Ndungu
Nairobi
Summary
Diligent Customer Success Professional with background in driving customer satisfaction and retention. Expertise in managing customer relationships, leading initiatives to improve client engagement. Proficient in problem-solving and communicating effectively to ensure customer success.
Overview
13
years of professional experience
1
Certification
Work History
Angaza Design
Customer Success Director
02.2017 - 11.2023
Job overview
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Coordinated with internal teams to provide prompt support and address client needs efficiently.
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Conducted post-implementation follow-ups to solicit valuable feedback from customers, enabling further enhancements in service quality.
- Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
- Created customer support strategies to increase customer retention.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Identified upsell opportunities through frequent account reviews, contributing to increased revenue generation.
- Delivered exceptional user experiences by consistently exceeding customer expectations in problem-solving efforts.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Facilitated successful renewals through diligent relationship management and proactive issue resolution.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Streamlined customer onboarding process for accelerated product adoption and increased retention rates.
- Implemented effective communication strategies that fostered long-lasting connections with customers.
- Championed innovative solutions that empowered customers to optimize their use of the product or service effectively.
- Developed and executed targeted customer success plans for high-value clients, securing renewals and preventing attrition.
- Collaborated with sales and marketing teams to provide insights on customer feedback, shaping future product developments.
Schoeller GmbH
Business Development Manager
11.2014 - 02.2017
Job overview
- Increased client base by identifying new business opportunities and cultivating strong relationships with key decisionmakers.
- Facilitated regular communication with clients to ensure their needs were met, fostering long-lasting relationships built on trust and mutual respect.
- Developed customized solutions for clients based on a deep understanding of their unique pain points, delivering exceptional value and driving repeat business.
- Generated new business with marketing initiatives and strategic plans.
- Represented company and promoted products at conferences and industry events.
- Managed a diverse portfolio of accounts, consistently exceeding revenue targets through upselling strategies and exceptional customer service.
- Reached out to potential customers via telephone, email, and in-person inquiries.
- Established relationships with key decision-makers within customer's organization to promote growth and retention.
- Negotiated and closed long-term agreements with new clients in assigned territory.
- Mentored junior team members in effective sales techniques, fostering a high-performance culture within the organization.
- Performed client research and identified opportunities for account growth, account penetration and market expansion.
- Conducted comprehensive market research and analysis to identify emerging trends and potential areas of expansion.
- Delivered compelling sales presentations to prospective clients, highlighting the unique value proposition of our products and services.
- Consistently met or exceeded monthly quotas through diligent prospecting efforts, relentless follow-up activities, and expert negotiation skills.
- Leveraged industry events to network with potential clients, generating significant brand exposure and driving new business acquisition efforts.
KAVA
Account Manager
01.2014 - 11.2014
Job overview
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Maintained high client retention rate by providing exceptional customer service and anticipating client needs.
- Managed a diverse portfolio of accounts, ensuring timely communication and effective problem resolution.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Conducted regular account reviews to identify areas for improvement and ensure continued success.
- Established clear communication channels between clients and internal teams, ensuring seamless project execution.
- Cultivated long-term relationships with key stakeholders in assigned accounts, fostering trust and loyalty among clients.
- Provided comprehensive reporting on account performance, enabling clients to make data-driven decisions about future investments.
- Streamlined internal processes for better efficiency in account management tasks.
- Implemented strategies to increase revenue from existing accounts through upselling and cross-selling initiatives.
- Developed customized account plans for clients to help them achieve their business goals.
- Established long-term customer relationships to enhance client loyalty and satisfaction.
- Drove revenue growth by identifying new business opportunities within existing accounts.
- Assisted in the development of training materials for new hires, ensuring smooth onboarding process.
- Coordinated with product development teams to relay client feedback, influencing future product enhancements.
- Developed targeted presentations for key accounts, effectively communicating value proposition and securing commitments.
- Negotiated contracts with focus on maximizing profit and ensuring client satisfaction.
- Facilitated client meetings to gather feedback and adjust strategies accordingly, ensuring alignment with client objectives.
Standard Chartered Bank
New Business Officer
01.2011 - 08.2012
Job overview
- Generated new leads through strategic networking at conferences, trade shows, and professional associations.
- Provided exceptional customer service during contract negotiations, resulting in increased trust between parties involved.
- Increased new business acquisition by identifying potential clients and conducting comprehensive market research.
- Partnered with finance department to create accurate forecasts and set achievable targets for sustainable growth over time.
- Enhanced profitability by refining sales pitches based on feedback from prospects and existing clients alike.
- Leveraged available resources efficiently to maximize productivity without sacrificing quality or client satisfaction levels.
- Verified customer identity and reviewed documentation for accuracy.
- Responded to customer inquiries regarding new accounts and account services.
- Backed up teller team by handling needs of new and existing customers at main counter.
- Maintained customer records and updated account information.
- Answered customer questions and explained available services such as deposit accounts, loans and securities.
- Explained account terms and conditions to customers.
- Collected customer information and completed new account forms.
- Monitored accuracy of customer information in system.
- Interviewed customers to obtain information needed for opening new accounts or renting safe-deposit boxes.
- Activated new accounts and issued customer identification numbers.
- Processed customer payments and account setup charges.
- Provided customers with additional information regarding account services.
Education
Catholic University of Easter AfricaNairobi
Bachelor of Arts from Marketing Management
08-2006
University Overview
- Honoree of 2nd Class Honors, Upper Division
Skills
- Customer account management
- Business development and planning
- Client relationship management
- Partnership development
- Customer relationship building
- Negotiations
- Customer satisfaction
- Customer relationships
- Relationship building and management
- Customer retention
- Brand positioning
- Competitor analysis
- Goal oriented
- Client relationship building
- Client relations
- Reliability
- Customer advocacy
- New business development
- Sales development
- Critical thinking
- CRM software
- Relationship building and rapport
- Account oversight
- Organizational skills
Accomplishments
- Collaborated with a team of 10 people in the development of the Skoll Documentary and won the Skoll Award for the year 2018
- Interviewed with the Ashden team to create the Angaza Success story and won the Ashden Award for the year 2018
- Achieved the ARR goal of 10 million USD by introducing the Art of Customer Success Rule book
- Revised the the Support Strategy by collaborating with the Customer Success Team to improve how tickets were getting handled and managed
- Collaborated with service providers such as mobile money providers, aggregators and banks to implement faster and easier payment solutions to improve end user repayment rates and reduce customer costs
- Introduced easier CRM integration strategies to help manage both the internal and external business
- Introduced the weekly Customer Success Class that focused on understanding both the customer and product as well as customize opportunity identity and risk mitigation strategies for Angaza
Certification
- Google Analytics Individual Qualification (IQ) - Google LLC.
- Salesforce Administrator Certification – Salesforce.com, Inc.
Skoll Award Winner, Ashden Award Winner
The Skoll Foundation catalyzes transformational social change by investing in, connecting, and championing social entrepreneurs and other social innovators who together advance bold and equitable solutions to the world’s most pressing problems.
Angaza has set out to build a platform that aims to offer financial inclusion as a product to over 1 billion people living in emerging markets. Through this, Angaza caught the attention of the Skoll Foundation through the initiative and I worked closely with the Skoll team to run impact assessmement and due diligence and eventually we won the Skoll Award for the year 2018
Languages
English
Full Professional
Timeline
Customer Success Director
Angaza Design
02.2017 - 11.2023
Business Development Manager
Schoeller GmbH
11.2014 - 02.2017
Account Manager
KAVA
01.2014 - 11.2014
New Business Officer
Standard Chartered Bank
01.2011 - 08.2012
Catholic University of Easter Africa
Bachelor of Arts from Marketing Management
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