Lovelin Ngwonjou
Forney,TX
Summary
I am a client centric professional with over 5 years of experience working with both internal and external stakeholders. Together we have achieved outcomes in a collaborative way all while powering decisions with data. Being an agile person who is always willing to learn and can work comfortable in a fast paced environment i would love to join a fast growing company that values customer experience and teamwork.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Senior Customer Success Manager
IBM
08.2021 - 06.2023
- Lead ways for deployment and adoption of IBM’s solutions within large, complex accounts.
- Responsible for key customer success metrics, including adoption and utilization targets for assigned products/markets.
- Work with IBM's customers to understand business value based measures for Talent
adoption, and jointly created Success Plans to achieve objectives. - Fostered environment of quality, innovation and continual improvement.
- Articulate value via consultative selling techniques and facilitate resolution to customer inquiries.
- Established strong relationships with key customers, resulting in increased customer loyalty.
Customer Success Manager
Oracle
02.2019 - 03.2021
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Guiding and educating partner in their post-sale implementation of Oracle products.
- Created customer support strategies to increase customer retention.
- Comfortable identified opportunities to upsell to existing customers by listening for key additional service offerings.
- Monitored metrics and developed actionable insights to improve efficiency and performance.
- Responsible for success of portfolio of initiatives; Provide direction and oversight to project teams to design and implement solutions that meet applicable business requirements.
Customer Success Manager
Lyra Health
08.2017 - 10.2018
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Provide continued proactive/reactive client support through various methods including: phone calls, emails, virtual/in-person meetings, webinars and conferences.
- Track and meet assigned targets and KPIs for profitable revenue generation and strategic objectives.
- Works with systems/databases on daily basis, providing SaaS support.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
- Conducted periodic user training sessions to support customer understanding and product feature utilization.
Education
Bachelor of Science -
University of Buea
CameroonCertified Scrum Master -
Scrum Institute
Skills
Soft Skill
- Empathy
- Problem solving
- Curiosity
- Team Player
- communication(written and spoken)
Technical Skills
- Quarterly Reviews
- Salesforce CRM Experience
- KPI Monitoring
- Sales Proficiency
- Selling Skills
- Continuous Quality Improvement (CQI)
Certification
AWS
Timeline
Senior Customer Success Manager
IBM
08.2021 - 06.2023
Customer Success Manager
Oracle
02.2019 - 03.2021
Customer Success Manager
Lyra Health
08.2017 - 10.2018
Bachelor of Science -
University of Buea
Certified Scrum Master -
Scrum Institute
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