Susan Kibara

Customer Success professional with over 8 years of experience helping clients adopt products, solve problems, and realize ongoing value across banking, ERP/software, and consumer-facing industries. Skilled at understanding client needs through hands-on business analysis, supporting clients through onboarding, and proactively driving product adoption and usage post go-live. Currently support a portfolio of Odoo clients, working closely with implementation teams to ensure successful rollouts and long-term satisfaction.

Strong communicator who builds trust quickly, resolves issues proactively, and turns satisfied clients into long-term, engaged users.

Business Advisor - Odoo

(2024-10)

• Conduct business analysis with clients across different industries to understand their needs, pain points, and goals before recommending Odoo as a solution.
• Deliver demos tailored to each client's specific needs, ensuring they understand how the product solves their problems before committing.
• Support clients post-onboarding to drive system adoption, proactively addressing usage gaps and ensuring continued engagement with the platform.
• Work alongside implementation and project teams end-to-end to ensure clients have a smooth, well-supported transition from sale to live usage.
• Identify opportunities for clients to get more value from the platform, supporting upsells through a genuine understanding of their evolving needs.
• Represent Odoo at business shows, engaging directly with prospective and existing clients to understand their needs and build trust in the product.

Sales and Marketing Executive - Predictive Analytics Lab - Nairobi, Kenya

(2023-08 - 2024-09)

• Conducted market research to understand client needs and identify the right fit for analytics products and services.
• Supported clients from first contact through ongoing engagement, prioritizing satisfaction and long-term usage.
• Built partnerships and represented the company at events, proactively educating audiences on how the product could solve their problems.
• Trained company ambassadors on product knowledge to ensure consistent, helpful client interactions.
• Collaborated with the team on strategic plans aimed at improving the client experience.

Insourcing Sales Representative Trainee - Yusudi Africa Ltd. - Nairobi, Kenya

(2023-05 - 2023-07)

• Built rapport with 300+ prospects through cold calling, generating 50 high-quality leads.
• Handed off qualified leads with a customer-centric approach, ensuring a smooth transition to follow-up meetings.

Founder - Sue's Closet

(2020-12 - 2023-03)

• Maintained close client relationships, collecting feedback to continuously improve the customer experience.
• Grew a loyal customer base of over 3,000 through consistent engagement and relationship-building.
• Managed all client-facing communication, networking, and promotional activity.

Project Officer - Rescue Dada Centre

(2018-10 - 2019-06)

• Built and maintained relationships with survey partners, beneficiaries, and stakeholders throughout the project lifecycle.
• Conducted needs assessments and maintained ongoing communication with beneficiaries and training networks.
• Prepared stakeholder reports covering results, budgets, expenditures, and analytics.

Sales and Marketing Representative - Co-operative Bank of Kenya

(2017-06 - 2018-09)

• Managed client relationships resulting in 300+ new accounts and a 150% increase in the loan book.
• Maintained ongoing client relationships through regular networking and stayed current on client needs and industry changes.

Online Sales and Marketing Representative - Sangyug Enterprises Ltd.

(2015-09 - 2017-06)

• Built client relationships through online engagement, contributing to a 150% increase in profitability.
• Researched client and market trends to better tailor recommendations, increasing sales margin by up to 200%.

Bachelor of Arts - Sociology - Moi University (2012-07 - 2014-12)