In this pacesetter story, we feature Victor Mise, Senior Customer Success Manager at Cellulant. He shares how he got to work at Cellulant and ensures customers at Cellulant are satisfied and how he lives by one of Cellulant’s core values: Customer Delight, whatever it takes.
A seismic shift is occurring in the rapidly evolving world of digital payments. Many digital payment platforms facilitate an increasing number of transactions online. From e-commerce giants to innovative fintech startups, these platforms are revolutionising how we conduct financial transactions, making our lives more convenient and secure.
However, the digital payments landscape is more than just technological advancements or seamless transactions. At its core, it is about fostering and nurturing customer success. The accurate measure of success lies in the industry’s growth and the satisfaction and empowerment of the individuals who rely on these digital payment solutions.
Let us know how Victor Mise executes this, shall we?
Tell us about yourself
My name is Victor Mise—a second born in a family of 4, a husband and a father of one. I studied Mechatronic Engineering at Dedan Kimathi University, Kenya, followed by several professional certifications in Software QA, IT Service Management, project management, and Customer experience, which has made me change my career trajectory. I became more interested in Service Management, Customer Experience, Digital Partnerships, and Tech. As such, this has led me to work as a Senior Manager, Customer Success at Cellulant.
When I am not actively busy delighting Cellulant customers, I use my spare time to read and write; speaking of this, I have been writing a book for the longest time and hope to publish it one day. I also like reading great books and autobiographies.
Where would you go and why if you could go anywhere?
The Bahamas lies in the Atlantic Ocean, specifically in the Lucayan Archipelago of the West Indies. It positions itself northeast of Cuba and southeast of the United States state of Florida. It comprises over 700 islands and cays. I want to experience the Caribbean climate and revel in the beauty of the exquisite beaches.
What could that be if you could only eat one type of food for the rest of your life?
Ugali and Managu, integral components of our rich African cuisine, provide a delightful experience of local flavors and culinary heritage.
Ugali is a staple food in many East African countries, including Kenya, Tanzania, Uganda, and Rwanda. It is a cornmeal porridge or stiff dough made from maize flour (cornmeal) and water, as for Managu, also known as African or black nightshade. It is a leafy green vegetable commonly consumed in Kenya and other East African countries.
What drives you?
One quote from the excellent book(Bible): “Whatever you do, work at it with all your heart, as working for the Lord, and not for men.” this has driven me to do the best at anything I do, be it personally or professionally
Now let us hear about your Cellulant Journey:
How did you know about Cellulant, and what attracted you to the company?
I heard about Cellulant from a friend who was working for Cellulant, then it made me search for more information about the company and its founders on Google, and my findings ignited my interest to work in a Pan-African company started by Africans and grown to be known globally in the Fintech space. Then constantly checked for opportunities, and when one was available that could fit me, I applied and got considered for interviews and, finally, the job.
I got attracted to Cellulant because I wanted to work for a global business built by Africans for Africans as it ignitec the patriotism in me.
What would you say has been the most exciting part of the job?
Working as a senior customer success manager at Cellulant and ensuring our customers are satisfied with our services. This has allowed me to own projects handling third parties(aggregators, vendors, mobile money operators).
When delivering the best services we offer to our esteemed customers which in return enables us to build great relationships, having service reviews and service level agreements with third parties is fulfilling.
What’s the one problem you are solving for clients in this market?
Overseeing our customer partnership relationships and service level agreements because we are committed to making sure customers at Cellulant are delighted and that we exceptionally maintain partnerships, getting to know their issues, and assisting in resolving them with the support of internal teams and external partners(aggregators, vendors, mobile money operators) where necessary.
What has been the most significant challenge/learning opportunity about the job?
I, at times, encounter an issue that needs to be resolved by a third party/partner, as such I always strive to make sure the issue is given priority and solved as such it, takes “soft power” to convince some to prioritize and resolve it entirely. I have also learned that solid relationships matter when you want faster results.
Who has been the most significant influence in your career & why?
I am privileged to have a mentor who’s also a senior executive in one of the top companies in Africa. He inspires me to do more and emphasizes the need to be of value. One of his statements keeps ringing: “Never fear doing the difficult things; take the assignments head on and learn as you go. Stretch assignments will always bring the best out of you.”
What do you love most about working at Cellulant?
Cellulant has brilliant minds and supportive teams. Since my work involves dealing with cross-functional teams, there is always something to learn daily from other internal stakeholders.
And, of course, working with a great boss, peers, and team.
Which Cellulant Value do you resonate with more and why?
Customer Delight, Whatever It Takes, also because my work involves making customers at Cellulant experience our brand better. The business can differentiate itself from competitors and build a reputation for exceptional service. When we delight our customers, they are more likely to become repeat customers, refer others to the business, and contribute to its long-term success, which I have seen translated here at Cellulant.
How do you want people to remember you?
As an individual who greatly enhanced the company’s success by consistently exceeding customer expectations and creating exceptional satisfaction
On a lighter note, what do you do for fun after office hours?
I like spending time with my family. I always look forward to that at the end of every working day.
In your own words, what does Cellulant want to do in Africa, and why is that inspirational for you?
Cellulant is powering digital payments in Africa, enabling swift access, transfer, and prices for goods and services. This is inspirational because more people are empowered if they can easily transact. I believe that’s what Cellulant is about, which to me, is an inspiration.
Things can only get better.