ODUNAYO FALUSE
Alameda,CA
Summary
Result-oriented Customer Success Manager with over 6years experience in driving customer satisfaction and engagement within SaaS environments. Expertise in fostering strong client relationships, understanding business needs, and aligning solutions to optimize product utilization and success. Passionate about empowering customers to achieve their goals through innovatively driven solutions.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Customer Success Manager
Geo Group Inc
San Francisco, CA
05.2019 - Current
- Delivered successful onboarding and implementation of company solutions for diverse enterprise clients, yielding a 90% increase in customer satisfaction.
- Collaborated closely with cross-functional teams, including sales and product development, to advocate for customer needs and drive enhancements based on feedback.
- Analyzed customer usage data to identify opportunities for increased engagement and upselling, resulting in an 85% boost in revenue from existing accounts.
- Conducted regular business reviews and training sessions, ensuring clients maximize their investment in the company's products.
- Effectively enhanced customer experience through direct engagement, catering to individual needs beyond pre-established communication channels.
- Developed strategic goals and objectives to support customers' growth by sharing best practices, answering business questions, and driving greater adoption of our products and services.
- Delivered proactive customer support by utilizing a team-based approach to effectively address customer needs.
- Assisted in the effective implementation of GEO'S solutions for over 50 clients, offering comprehensive training and ongoing assistance to drive user adoption and maintain high levels of satisfaction.
- Developed tailored success plans for clients, aligning GEO's features with their business objectives and performance metrics.
- Facilitate communication between clients and internal teams to resolve issues promptly and enhance the overall customer experience.
Education
MBA -
CARDIFF METROPOLITAN UNIVERSITY
WALES (UNITED KINGDOM)01-2016
IT PROJECT MANAGEMENT
Silicon Valley College - Fremont
Fremont, CASkills
- Proficient with the use of CRM tools/software (eg Salesforce, HubSpot)
- Excellent verbal and written communication skills
- 4 years of SaaS experience
- Strong Analytical and data-driven decision-making abilities
- Excellent interpersonal skills
- Highly experienced with problem resolution and escalation management at both the business owner and executive levels
- Customer advocacy and relationship management
- Project management and strategic planning
- Schedule Management
- Customer Needs Assessment
- Revenue Growth
- Strategic Planning
- Ability to engage across corporate functions (Sales, Professional Services and Product Management)
Certification
- Certified Customer Success Manager (CCSM)
- Customer Experience Professional (CXPA)
- Salesforce Admin certified
- Salesforce Customer Success certified
TASKS
- Hosting series of workshops to help clients understand and use reporting and analytics tools effectively thereby enabling them to make data-driven decision
- Implementation Support - Assisting clients during the implementation phase of the company's solutions, ensuring timely deployment and addressing any challenges that arise.
- Customer Advocacy Development - Identifying and nurturing customer advocates who can provide testimonials and participate in case studies showcasing successful project implementation
- Teaming up with technical teams to assist clients in integrating the company's solution with other system, thereby ensuring seamless data flow and functionality
- Feedback Loop Creation - Establishing a process for collecting and analyzing customer feedback to inform product development and improve customer satisfaction.
- Performing regular health checks on clients accounts to ensure they are maximizing their investment in the company and identifying areas for additional support or enhancement
- User Adoption Strategies - implementing strategies to enhance user adoption rates, including creating guides, running workshops, and offering one-on-one support
Affiliations
- I enjoying reading about latest tech advancement
- I love TEDTALKS
- I love sport and soccer is my favorite
- I love my Gym sessions
- Working with people of diverse color and different multi-cultural background is something that i love.
- I am an African-american Man with a very friendly and respectful upbringing.
Timeline
Customer Success Manager
Geo Group Inc
05.2019 - Current
MBA -
CARDIFF METROPOLITAN UNIVERSITY
IT PROJECT MANAGEMENT
Silicon Valley College - Fremont
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