Morgate Financial Services

Customer Relationship Building: Establish and nurture relationships with over 50 existing clients, ensuring their success and satisfaction through proactive communication and tailored solutions.

Product Adoption and Expansion: Drive product adoption by identifying and capitalizing on new business opportunities within the client base, resulting in a 15% increase in upsell revenue during the last quarter.
Efficient Onboarding: Efficiently onboard and integrate new clients, ensuring a seamless transition and a quick start to realizing the value of our offerings.

Issue Resolution: Collaborate with cross-functional teams to troubleshoot and resolve client issues promptly, maintaining a 98% client satisfaction rating.
Proactive Customer Feedback: Gather and share client trends and feedback, providing valuable insights to product teams for continuous improvement.

Technical Support: Act as the primary point of contact for clients, providing technical support and troubleshooting assistance, resulting in a 20% reduction in client-reported technical issues.

Renewal Management: Successfully manage account renewals and expansions by coordinating with internal and external stakeholders, ensuring consistent client retention and growth.

Clear Documentation: Document and report on client issues and enhancement requests, facilitating seamless communication between clients and the product team for improvements.

Performance Reporting: Maintain performance reports and pipeline forecasting, ensuring the accuracy of billing and revenue, leading to improved billing efficiency.
Client Network Expansion: Expand the client network through outbound lead generation via various channels, enhancing the client base and increasing potential business opportunities.

Client Success Manager

Counti.io

- Proven track record of cultivating strong client relationships and boosting retention rates by 20% through personalized support and strategic account management.

- Drive customer satisfaction and loyalty with an impressive average CSAT score of 95% and a renewal rate of 90%.

- Develop and execute tailored customer success plans, resulting in a 15% expansion in upsell and cross-sell opportunities.

- Collaborate with cross-functional teams to identify customer pain points and consistently resolve 95% of escalations within 24 hours.

- Conduct in-depth customer needs assessments, leading to the implementation of innovative solutions and a 30% decrease in churn.

- Act as the primary point of contact for a diverse portfolio of clients, overseeing onboarding processes and ensuring successful product adoption.

- Conduct regular business reviews with clients, highlighting value-driven metrics and KPIs, resulting in a 25% increase in customer engagement.

- Implement a proactive customer outreach strategy, resulting in a 10% decrease in potential churn indicators and a 15% increase in customer referrals.

- Spearhead customer success initiatives by introducing product education programs, boosting product utilization rates by 20%.

- Utilize data-driven insights to forecast customer needs and preferences, contributing to a 5% improvement in overall customer retention year-on-year.

- Actively participate in the sales process by supporting renewal and expansion opportunities, contributing to a 15% increase in revenue growth.

- Continuously stay updated on industry trends and best practices, translating knowledge into actionable strategies that enhance the overall customer experience.

- Foster a customer-centric culture within the organization by promoting cross-departmental collaboration and sharing customer success stories.

Customer Success Manager

onqoba

Engaged with customers through online chat and email, and worked to resolve SaaS product and service issues.

 Consulted with customers to discuss concerns and offer detailed information and resolutions to all issues.

Maintained thorough and detailed documentation of customer interactions and outcomes.
 
Performed extensive research on all inquiries and concerns to achieve complete client satisfaction, consistently exceeding goals for quality and customer satisfaction.
 
Proactively recommended changes based on client needs.

Worked with colleagues to fulfil special customer requests such as new client onboarding and accounting software sync with SaaS products.

Maintained records of general customer service data as well as customer complaints and results using Jira.

Collaborated with Product Development teams to ensure the SaaS product met or exceeded client standards.

Developed recommendations for changes in policy and offerings by reviewing client needs.

Assisted customers during selection process and helped them choose the perfect products to meet individual needs.

Participated in work groups focused on product release priorities and the customer impact of those changes.

Assisted the training and Education team with training new employees and developing training documentation.

Kept clients engaged while regularly using products.

Built customer loyalty.

Kept a “high-level view” of the entire support process.
Advocated for customers.

Customer Relations Officer

La'vida Premium Events

Provided high-quality support to customers via email, chat and social media using a consultative and empathetic approach to deliver a positive customer experience. 
Efficiently worked through tickets and demonstrated strong ownership in issue resolution by providing the best efforts to investigate and communicate clearly with customers.
Maintained a high level of professionalism and product knowledge, and continually learnt about new features and updates to the platform.
Utilized strong communication skills to collaborate with the internal team. members and business operations to optimize and support workflows.
Handle over 80+ calls daily, with duties including signing up new customers, retrieving customer data, and presenting relevant information.
Trained two new employees in how to use Zendesk, entering customer data and organizing customer interaction logs
Received an average 85% customer satisfaction rating to date, 15% higher than the company average

Client Support Specialist

MetLife Hub

Analyzed customer data to improve the customer experience
Established clear customer retention goals through business review cadences
Promoted product value through customer experience
Assisted customers with onboarding and adoption of new software products
Responded within SLAs to customer queries and tickets
Documented findings to support a knowledge base and an async team
Conducted regular check-ins with clients to ensure that their needs were being met
Collaborated with cross-functional teams to provide product feedback and suggest new features

Sales Support Manager

DIGNITY FOR THE HELPLESS FOUNDATION (DHF)

Followed communication guidelines, policies and procedures.
Upgraded and cancel customer accounts by customer request.
Handled customer complaints and provide alternatives and/or solutions to ensure resolution of complaints.
Reached out to customers via email and telephone to verify account information.
Ensured customers are satisfied with their purchases or service.
Assisted customers in placing orders, fulfilling refunds and handling exchanges.
Oversaw product recalls.
Used sales computer technology to maintain customer records and orders.
Cold called potential customers.
Informed existing customers of promotions and deals.

Customer Service Representative

Mall for Africa

Maintained diary, arrange meetings and appointments and provide reminders
Made travel arrangements
Acted as the point of contact between the executives and internal/external clients
Undertook the tasks of receiving calls, take messages and routing correspondence
Produced reports, presentations and briefs
Provided high-level administrative support to management staff though conducting research and assisting in preparing statistical reports
Maintained a close working relationship with the CIO and IT Directors to assist with additional tasks as requested

Administrative Representative

Customer Success Manager for B2B SaaS businesses - Developing Positive Customer Experience .

👋 Hi there, I'm Emike, a psychology graduate and Customer Success Manager. I thrive on building strong connections with customers and delving into their challenges to craft tailored solutions.

💼 Major Areas of Expertise:

Building relationships with customers 🤝
Understanding customer problems and devising effective solutions 🛠️
Skills:
Excellent interpersonal and active listening skills 👂
Clear communication and a strong command of English 📢📚
Strong attention to detail 👁️
Teamwork and multitasking abilities 🤹‍♂️
Staying calm under high-stress situations 🧘‍♀️
🌟 Some of my personal highlights include:

Outside of work, you'll find me attending events and nurturing my passions 🌆

In a nutshell, I'm dedicated to creating positive customer experiences and connecting people to solutions. Let's connect and chat about customer success, relationship-building, or anything else that sparks your interest! Message me on LinkedIn or reach out via email at emike_96@outlook.com . Speak soon! 📩

Customer Success| Relationship Building| Problem Solving| Onboarding| Interpersonal Skills| Team Collaboration| 🚀🌱

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