Nnenna Anosike
Houston,TX
Summary
Dynamic client success leader with over six years of experience managing a high-volume portfolio of more than 50 site accounts and five global programs. Expertise in fostering strong client relationships through effective onboarding, stakeholder communication, and proactive risk management, supported by data-driven problem-solving techniques. Recognized for developing health scorecards, orchestrating quarterly business reviews, and enhancing retention strategies that drive renewal readiness and expansion efforts while consistently meeting service level agreements. Committed to elevating customer satisfaction and net promoter scores through a strategic focus on client outcomes and continuous improvement.
Overview
6
6
years of professional experience
Work History
Senior Clinical Research Associate / Central Monitoring Specialist
ICON Clinical Research
02.2022 - 04.2025
- Owned relationships across 50+ site accounts (multi-program CNS/neurology); prioritized a multi-account portfolio, ran cadence calls, and aligned milestones to sponsor goals, success plans, and SLAs.
- Drove account health with proactive risk identification, RCA, and CAPA; sustained 100% audit readiness and created clear paths to renewal readiness and retention objectives.
- Instituted risk-based coverage and deviation analytics that improved early detection +35%; reduced escalations and time-to-resolution while protecting adoption and data quality.
- Built a Site Oversight Intelligence Dashboard and health scorecards to support QBR/EBR, VoC summaries, KPI/OKR tracking, and executive storytelling; cut reporting latency 40%.
- Solved cross-functional issues by coordinating with data management, safety, and monitoring leads; improved CSAT/NPS themes and decreased repeat issues through documented playbooks.
Senior Clinical Research Associate
IQVIA
06.2021 - 02.2022
- Managed multi-site relationships and client communications, aligning to account plans, SLAs, and risk registers; supported onboarding and adoption across new sites.
- Produced deviation and KPI trackers that improved cycle-time and resolution by 20%; enhanced health scorecards and visibility for QBR/EBR and renewal risk reviews.
CRA I, Centralized Monitoring Support
ICON/DOCS
01.2020 - 06.2021
- Supported sponsor-led monitoring and risk assessments; developed trend reports and VoC insights to strengthen stakeholder communication and adoption.
- Documented SOPs/playbooks for consistent onboarding and cadence, improving repeatability and reducing escalations.
CRA I, Remote Oversight & Clinical Systems Contributor
PPD
12.2018 - 11.2019
- Orchestrated centralized feasibility and CTMS tracking to accelerate site selection by 15%; standardized documentation to ensure consistent client experiences and SLA adherence.
- Collaborated with cross-functional partners to improve utilization/adoption of oversight tools; contributed to retention by stabilizing quality and timelines.
Education
B.S. - Biology
Texas A&M University
KingsvilleMD Program - Internal Medicine
International American University College of Medicine
Clinical Data Management Certification - undefined
University of Michigan
Python for Data Science - undefined
Coursera
01.2024
Skills
- Client Success
- Account Management
- Book of Business Ownership
- Stakeholder Communication (Exec–Field)
- Onboarding & Adoption
- Enablement & Training
- QBR/EBR Cadence
- Success Plans
- Playbooks
- Voice of Customer (VoC)
- CSAT/NPS Tracking
- Churn/Retention Risk Management
- Renewal Readiness
- Expansion/Upsell Support
- Issue Triage & Escalation Management
- Root Cause Analysis (RCA)
- CAPA
- SLA/Compliance
- KPI/OKR Design
- Health Scorecards & Dashboards
- Risk-Based Coverage
- Multi-Account Prioritization
- Cross-Functional Orchestration
- Process Standardization & Change Management
- Data Storytelling
- Veeva Vault
- Oracle CTMS
- Medidata RAVE
- INFORM
- CRIO
- ETMF
- Microsoft Excel/PowerPoint
- CRM/Ticketing Workflows
- Basic Python (analytics)
- Data management proficiency
- Coordinating site operations
- Team leadership qualities
- Conflict resolution
- Investigator relations
- Patient recruitment strategies
- Trial management
- Detailed documentation
- Problem-solving
- Time management
- Attention to detail
- Problem-solving abilities
- Reliability
- Excellent communication
- Critical thinking
- Organizational skills
- Team collaboration
- Active listening
- Adaptability and flexibility
- Decision-making
- Relationship building
- Team building
- Self motivation
- Interpersonal skills
- Goal setting
- Risk assessment
- Professionalism
- Data collection
- Time management abilities
- Record keeping
Accomplishments
5-time ICON Inspire Award Recipient
Outstanding Performance Rating for 3 years
Highest Rated Risk Assessment and Mitigation
AWARDS & RECOGNITION
5´ ICON Inspire Awards (innovation & monitoring excellence), Top 10% Global CRA Performer (ICON), Designed cross-protocol deviation dashboard increasing visibility of recurring issues by 70%
SELECTED CLIENT SUCCESS IMPACT
- Managed a high-volume book of business: independently oversaw 50+ site accounts across 5 global programs, executing account plans, running QBR/EBR reviews, and maintaining 100% audit/SLA readiness.
- Improved client outcomes via structured problem solving: led risk-based monitoring strategies that increased early deviation detection by 35%, reducing churn risk drivers and rework while improving CSAT/NPS feedback loops.
- Built exec-visible insights and health scorecards: created a real-time oversight dashboard that cut reporting delays by 40% and enabled clearer adoption, utilization, and KPI/OKR tracking for executive business reviews.
- Accelerated issue resolution and escalations: partnered with sponsors on CAPA/root-cause programs, reducing recurrence and closing issues 35% faster; implemented playbooks and success plans that shortened resolution timelines by 20%.
- Scaled quality and consistency across accounts: mentored 15+ associates, standardizing onboarding, cadence communications, and VoC capture to deliver repeatable client experiences and retention outcomes.
- Recognized performance: Top 10% Global Performer (ICON) and 5x innovation awards for measurable client-impacting improvements.
Personal Information
Title: CLIENT SUCCESS MANAGER (Life Sciences | SaaS-Enabled Services)
Timeline
Senior Clinical Research Associate / Central Monitoring Specialist
ICON Clinical Research
02.2022 - 04.2025
Senior Clinical Research Associate
IQVIA
06.2021 - 02.2022
CRA I, Centralized Monitoring Support
ICON/DOCS
01.2020 - 06.2021
CRA I, Remote Oversight & Clinical Systems Contributor
PPD
12.2018 - 11.2019
Clinical Data Management Certification - undefined
University of Michigan
Python for Data Science - undefined
Coursera
B.S. - Biology
Texas A&M University
MD Program - Internal Medicine
International American University College of Medicine