Joy Kendi

Strategic Client Success professional with a Bachelor's in Business Administration and extensive experience in high-growth, remote-first environments. Expert at managing complex executive operations, streamlining digital workflows, and fostering high-trust client partnerships. Proven ability to operate with total autonomy, delivering elite support to business leaders and ensuring long-term account retention through proactive problem-solving.

Client Success Specialist at Boldly (2024-01 – Present)

Manage a portfolio of high-net-worth clients, serving as the primary operational partner for executive-level decision making and project coordination.

• Standardized onboarding procedures for new client accounts, reducing the "time-to-value" period by 15% and improving initial satisfaction metrics.
• Successfully maintain a 98% client retention rate by identifying potential friction points in digital workflows and implementing proactive solutions.
• Function with 100% autonomy in a fully remote capacity, utilizing Slack and Trello for seamless asynchronous collaboration.

Customer Success Advocate at Zapier (2021-06 – 2023-12)

• Partnered with business owners to design and automate complex workflows, increasing their operational efficiency through tailored automation solutions.
• Collaborated with a global team using Notion and Slack, ensuring consistent service delivery across multiple time zones without oversight.
• Drafted and maintained over 40 internal SOPs (Standard Operating Procedures) to streamline the training process for incoming remote team members.
• Resolved high-level client concerns with a focus on empathy and technical precision, maintaining elite-level support ratings.

Bachelor of Science in Business Administration – University of Nairobi (2022)

Diploma In Kenya Registered Community Health Nursing (2025)