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Maureen Musyoka has been the Customer Success Manager for our regional and global merchants for 1.5 years. She describes herself as someone who is driven, ambitious, articulate and reliable. Maureen attests to this because she is always working towards achieving a new goal and fighting any obstacles. Her current job is a true reflection of this as she can coherently attend to issues making it easy for her to translate customer requirements into actionable items.

Maureen finds herself reliable because whenever she volunteers to do something it is a guarantee that it will be fulfilled and done to her best and full potential. She rounds up to describe herself as someone who is always looking for an opportunity to do better and achieve greatness. She believes having an eye for detail is her superpower. When she is not busy delighting customers, she is either reading, enjoying long beach walks while listening to music or travelling

Maureen tells her Cellulant story:

What attracted you to Cellulant?

Quite frankly a short and sweet story to tell, when I first read about Ken Njoroge. I wanted to meet this unicorn. I went deeper into my reading and researching about penetrating a company in the digital payments space. All that came to mind was an opportunity to work at Cellulant. Be part of this big dream to change the digital payments space, specifically in Africa by Africans.
I am a firm believer in Africa’s potential, we could be “self-sustaining”. I felt this aligned with Cellulant’s mission hence the interest to be part of the company. So far it has been life-changing.

Where and what did you study in university?

Jomo Kenyatta University of Agriculture & Technology—BSC. Computer Science

What drives you?

Results drive me, I like getting to the finish line. I like to deliver the goal. I am a believer in “almost doesn’t count”.

What would you say has been the most exciting part of the job?

It’s always exciting when the customer is happy. Getting to a happy state is never easy but always a great challenge and reaping the fruit sworn from it is breathtaking. Internally my role entails bringing together different units and delivering the best delight to the customer. The process is not as exciting as the end goal, but the end goal always validates the process.

Read Also; Judith Kalondu – Group Head of Service Operations; turning customer support into a key source of competitive advantage.

What’s the one problem you are solving for clients in this market?

The main problem I solve for our clients is handling customer queries, problems and feedback. Making sure this does not affect our recon process. We have been able to meet customer needs from the different collaborations with the different departments to make sure we keep it simple and keep it connected at the same time delivering on customer delight and retention.

What has been the most rewarding moment?

I am pleased to say that I’m leading the team handling customer success and engagement for our biggest global merchants. These include the likes of Kenya Airways and Emirates.
Additionally, every commitment we make to our customers is important to me as such closing on a commitment and having customers express gratitude is always rewarding for me and the team.

What has been the greatest challenge/learning opportunity about the job?

Working in such a fast-paced environment is quite challenging. However, it’s equally rewarding as the lessons learned are; if not equal, slightly bigger than the challenges. Currently, I would say my biggest challenge is keeping up with the growing list of merchants in our ecosystem. The goal is to automate most of the mundane recurring tasks. Allow the team to focus on engagement as well as take on new customers without feeling stretched thin.

Who has been the biggest influence in your career & why?

My Dad. I have been noticing that most of the traits helping me thrive in this role are from my old man. He likes order and he is extremely articulate. Two of the traits have been leaning on lately to get my job done. Growing up he held us accountable for our words. To date, I strive to always keep a word I have given. The trick is to get me to give you that word.

Read Also; Cellulant Partners with Orange Money to Power Card To Wallet Transfers for 8 Banks in Botswana

What do you love most about working at Cellulant?

Our ways of working. I like how we don’t obsess over processes but rather value people and interactions. We also focus on offering the customers value.

How do you want to be remembered?

“The lady that got the work done and made it look effortless.”

On a lighter note, what do you do for fun after office hours?

Enjoying a glass of wine after work from this cool spot of my interest, hoping to tag along with my teammates on one of the good days. Alternatively finding a great place to enjoy nature and its creation

In your own words, what does Cellulant want to do in Africa and why is that inspirational for you?

In many spheres of life as Africans, we’ve always ‘imported“ solutions. Cellulant is currently at the forefront of making solutions for Africa. We are growing both expertise-wise and solution-wise. Sounds like a win-win to me.

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