Summary
Overview
Work History
Education
Skills
Certification
Websites
Additional Experience
Volunteer
Software
Timeline
Generic
ADWOA OSEI

ADWOA OSEI

Fairfax,VA

Summary

Strategic leader with extensive experience in enhancing customer engagement and driving operational efficiency. Proven track record in fostering long-term partnerships and navigating organizational transformations. Adaptable and skilled in implementing innovative processes to optimize business performance.

Overview

18
18
years of professional experience
1
1
Certification

Work History

Global Accounts, Senior Manager

BETTERUP
Arlington, VA
08.2024 - Current
  • Successfully developed and executed targeted strategic plans to grow key accounts, resulting in a year-end net revenue retention (NRR) of 139%.
  • Design and deliver impactful leadership development programs for key accounts that align with business priorities, translating strategic goals into actionable learning experiences for measurable results.
  • Anticipated industry changes, and designed proactive response measures.

AVP, Customer Success

BETTERUP
Arlington, VA
02.2023 - 07.2024
  • Delivered strategic insights to the Executive Leadership Team in quarterly business reviews, illuminating risk exposure, growth opportunities, and market shifts to steer decision-making, and cultivate predictability and innovation.
  • Led sales stage management optimization, closing 25% of renewals 60 days or more in advance.
  • Implemented automated account health monitoring, proactively identifying at-risk customers, and reducing reactive time by 30%; orchestrated cross-functional risk mitigation, eliminating projected 12% attrition, and increasing retention to over 90%.

Director, Customer Success

BETTERUP
Arlington, VA
05.2022 - 01.2023
  • Fostered high-performance teams through coaching and cross-functional partnerships, improving the Net Promoter Score by 15 points.
  • Enhanced team synergy through clear communication, team building, objective setting, and comprehensive performance evaluations.

Senior Customer Success Manager

BETTERUP
Arlington, VA
07.2019 - 04.2022
  • Managed and delivered multiple large-scale engagements, exceeding value targets, with 95% renewal rate and NRR of 110%, earning recognition as CSM of the Year.
  • Facilitated quarterly strategic reviews with C-suite executives, aligning priorities, defining success metrics, tracking KPIs, and iteratively improving programs for ongoing effectiveness and relevance.

Senior Global Account Manager

APERIAN GLOBAL
Washington, DC and Boston, MA
08.2011 - 07.2019
  • Led strategic partnerships and product localization, orchestrating customized deployments for key international accounts across diverse markets.
  • Pitched and delivered a multi-year, blended learning initiative on time and under budget for a critical government agency.
  • Facilitated seamless knowledge transfer to accelerate the launch of a new manufacturing plant, supporting a $65B automotive company's expansion into a new global market through streamlined training and reduced production timelines.
  • Developed and executed a comprehensive Diversity and Inclusion strategy for a $30B consumer technology firm, increasing the representation of underrepresented groups in leadership positions.

Consultant, Client Strategy

APERIAN GLOBAL
Boston, MA
09.2009 - 07.2011
  • Implemented global transformation initiative for $31B professional services firm, delivering time and cost savings.
  • Engineered the first RFP/RFQ database, decreasing response time by 30% and improving operational efficiency.

Associate, Client Strategy

APERIAN GLOBAL
Boston, MA
08.2007 - 08.2009
  • Executed a strategy framework that standardized operations and significantly improved the client experience.
  • Centralized client portal, streamlining communication processes, and achieving substantial efficiency gains.

Education

Masters - Public Policy

University of California, Berkeley

Bachelor of Arts - Economics, minor in Geography and Resource Development

University of Ghana

Skills

  • Value creation and delivery
  • Customer retention strategies
  • Customer success management
  • Project management
  • Account management
  • Strategic planning
  • Problem solving
  • Process optimization
  • SaaS expertise
  • Operational efficiency
  • Performance management
  • Stakeholder engagement
  • Cross-functional collaboration
  • Organizational transformation
  • Leadership development
  • Risk assessment
  • Team building
  • Influencing and negotiation
  • Stakeholder management
  • Meeting facilitation
  • On-site instruction
  • Knowledge transfer

Certification

Project Management Professional (PMP), Project Management Institute (PMI)

Additional Experience

Language Specialist (Independent Consultant), LINGUISTIC DATA CONSORTIUM - UNIVERSITY OF PENNSYLVANIA

2017 – 2018  

Analyst, CITY OF SAN FRANCISCO MAYOR’S OFFICE OF COMMUNITIES OF OPPORTUNITY

2007  

Teaching and Research Assistant, UNIVERSITY OF GHANA – DEPARTMENT OF ECONOMICS

2004 – 2005

Volunteer

English for Speakers of Other Languages (ESOL)-  Program Coordinator

McLean, VA

2017-Present

Software

Google Suite

Salesforce CRM

Looker - Business Intelligence

Timeline

Global Accounts, Senior Manager

BETTERUP
08.2024 - Current

AVP, Customer Success

BETTERUP
02.2023 - 07.2024

Director, Customer Success

BETTERUP
05.2022 - 01.2023

Senior Customer Success Manager

BETTERUP
07.2019 - 04.2022

Senior Global Account Manager

APERIAN GLOBAL
08.2011 - 07.2019

Consultant, Client Strategy

APERIAN GLOBAL
09.2009 - 07.2011

Associate, Client Strategy

APERIAN GLOBAL
08.2007 - 08.2009

Masters - Public Policy

University of California, Berkeley

Bachelor of Arts - Economics, minor in Geography and Resource Development

University of Ghana

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