As the digital world evolves, so do the challenges and aspirations of customers and businesses, gearing towards building a customer-centric culture. In this ever-shifting landscape, a Customer Success Specialist becomes a guiding light, steering toward customer success while fortifying the pillars of trust, reliability, and seamless experiences. Through a tapestry of personalized interactions, strategic insights, and a profound understanding of her clientele, Joan has elevated customer satisfaction and attributes to building one of Cellulant’s core business values -” customer delight, Whatever it Takes.” cementing its position as a pioneer in the industry.
Join us on this captivating voyage as we unveil the intricacies of a Customer Success Specialist’s role, the challenges she encounters, and the victories she celebrates in an ecosystem of innovation, collaboration, and shared aspiration for a world empowered by digital payments. The story of Joan Mwangi is a testament to the unsung champions who unite technology and the human touch to create a symphony of success in the digital age.
Tell us about yourself.
My name is Joan Mwangi, and I am the eldest child in my family. I pursued a Bachelor of Science in Information Technology (BSCIT) at Jomo Kenyatta University of Agriculture and Technology. Over the years, I have amassed a wealth of experience in various technology sectors, including airlines, banks, the gaming industry, and Fintech. This diverse background has exposed me to different corporate cultures, strategies, and work methodologies. As a result, I am adaptable and capable of thriving in any professional environment, and my career opportunities are boundless.
What do you believe is your superpower?
Mind control, not in a negative sense, though, because I always successfully influence teams to resolve customer issues.
Have you ever participated in any unusual or extreme sports or activities?
Getting set to zipline, then declined at the last second when reality hit that I would be all alone on that string.
The moment’s thrill was electrifying, and I could almost taste the adrenaline in the air. But just as I was about to go through with the zipline. A sudden jolt of reality surged through me like a splash of cold water on a scorching day. The realization hit hard: once I soared down that line, there would be no turning back, and I’d be flying through the open air, suspended in solitude, with only my courage to keep me company. In that decisive moment, I listened to the inner whisper of caution, stepping back from the edge and preserving my nerves for another day of adventure.
What’s one thing that has stayed with you from a book?
“We cannot change what we are not aware of, and once we are aware, we cannot help but change.” A quote from Sheryl Sandberg‘s book titled Lean In: Women, Work, and the Will to Lead
What do you do during your free time to relax?
I enjoy road trips, reading a book, and, once in a while, making a special meal for my family.
Now let’s hear about your Cellulant Journey!
What attracted you to Cellulant?
I am passionate about technology and African solutions. As I delved deeper into Cellulant’s accomplishments, I was amazed by their transformative impact across various sectors. The way they harnessed technology to facilitate seamless mobile payments, empower businesses with access to markets and financial services, and enhance digital experiences for millions of Africans was genuinely inspiring. Cellulant’s trailblazing work showcased the immense potential of African innovation, the significant role technology could play in driving progress across the continent, and its resonating value in building a customer-centric culture. So I knew Cellulant was the right place to work at.
What drives you?
What drives me at Cellulant is my desire to support every merchant assigned to me most effectively and consistently. This way, I am always assured of customer loyalty.
Generally, the desire to achieve every single goal that I set for myself motivates me. “Only put off until tomorrow what you are willing to die having left undone.”
What’s the one problem you are solving for clients in this market?
Daily Customer Success and Support
My day-to-day involves working with customers to help them better use our products, ensuring that all their issues are heard and acted upon to their satisfaction. As such, I have successfully reduced churn and account expansion and have a deliberate drive to ensure we continue to build the best customer-centric culture at Cellulant.
Could you provide insights into how your role contributes to the overall performance of the company.
I would say my role contributes to the overall experience of customers and their satisfaction which translates to customer retention and brand reputation. My interactions with customers reflect the company’s values and commitment to delivering delighting our customers by doing whatever it takes.
Which company value do you resonate with and why?
Customer Delight Whatever it Takes:
The value resonates with me because it emphasizes a company’s commitment to building a customer-centric culture.
This approach extends beyond satisfying customer needs and expectations; it aims to surprise and delight customers by exceeding their expectations in every possible way. The concept highlights the importance of understanding customer preferences, addressing pain points, and providing personalized solutions to create memorable interactions.
What has been the most significant challenge/learning opportunity about the job?
When I joined Cellulant, it was a mix of challenging and easy processes to understand how our products connect technically. I remember asking about many of our products and services so I serve our customers well. Over time, I came to understand how our infrastructure is. Today, I can proudly say that I have grasped our products soo well, both technically and in how the end user consumes them. I can support our high-profile clients in the most simple ways. #Keep it simple.
Who has been the most significant influence in your career & why?
My late dad always motivated me to find my space in the technology field. He is the one who suggested that I study Information technology, and I never argued. I believed he knew what was best for me. For a decade now, it has not disappointed.
What do you love most about working at Cellulant?
Career Progression Opportunities: Cellulant is an exceptional and dynamic environment that fosters continuous learning and personal growth. The company provides a unique opportunity for its employees to expand their knowledge, skills, and expertise daily. Through its vibrant and collaborative culture, Cellulant encourages individuals to embrace a lifelong learning journey and empowers them to thrive personally and professionally.
I have been here almost four years and learned something new that daily adds value to my career.
How do you want people to remember you?
I want people to remember me as a highly influential and reliable individual in my personal and professional life.
In your own words, what does Cellulant wish to do in Africa, and why is that inspirational for you
Cellulant intends to make a mega impact in the payment space across Africa. It is inspirational because there is no limit to our growth. Cellulant has also gone a long way beyond mobile money to card payments.
We are what we repeatedly do. Excellence, therefore, is not an act. But a habit