Kombo Namale, a Customer Success Lead in Kenya, responsible for local banks and merchants, who is passionate about his job, describes himself as someone who likes to utilize information on customer business, needs, strategy, competition, and industry to support customer success.
He further emphasizes he takes pride in challenging customers when necessary and positions the organization to deliver solutions that satisfy customer and market needs.
In his free time, Kombo likes to travel and play basketball
Kombo shares his Cellulant story:
Where and what did you study in university?
I studied BSc. Computer Science in Kenya Methodist University (Nairobi Campus).
What attracted you to Cellulant?
The culture portrayed by the team outside the company is impeccable and admirable.
I needed to be part of the FinTech web that provides superlative solutions and delivers instant payment validation, in real-time and secure. That was none other than Cellulant.
What do you do at Cellulant?
I own end-to-end management of customers. I am the go-to person for service, customer success and delight for the Local Banks and Merchants in the East Africa region. This is achieved by ensuring the turnaround time and the success rate is adhered to, identification and implementation of customer needs, and building and maintaining product knowledge within the clients.
What drives you?
The entrusted trust that Cellulant has provided to me as an employee. The ability to utilize all the available resources to help a customer solve a variety of different problems could have a huge impact on their product or service.
What would you say has been the most exciting part of the job?
Seeing myself growing and developing professional wise and in knowledge wise. Working with different teams and products to resolve customer-facing problems. Being able to interpret and correlate the service issues affecting the customers in all markets and come up with a solution that has been implemented to eradicate their problems and increase revenue.
What’s the one problem you are solving for clients in this market?
I am currently working on tier 1 merchants to eradicate all the system-related failure reasons to enable ease in payments and refunds. Working with our technical team to troubleshoot and resolve the issues in conjunction with the merchant’s technical teams. This has been implemented in one of our major merchants and we have seen a growth of 10% increase in monthly revenue for April to May.
What is something you wish you knew earlier in your life?
That the glass is always half full not half empty.
What achievement are you most proud of?
I am proud of many achievements in life and still working on the achievements that the world will be proud of.
Who has been the biggest influence in your career & why?
The gift of life and knowledge enabled me to execute the expected duties. Spiritual fulfilment creates inner peace of body, mind and soul.
What has made you stay in Cellulant for a long time?
Come on….hahaha. I have been in Cellulant for 3 years and 5 months only!
I would go for the conducive work environment and the team spirit to achieve no matter what!
Describe Cellulant in one word.