Olamide Awosanmi
Arlington,USA
Summary
Results-driven Client Success Manager with extensive experience in SaaS and IT sectors, specializing in cloud-based services. Skilled in fostering strong client relationships and utilizing data insights to enhance engagement and product adoption. Proven ability to guide teams, prioritize service standards, and deliver exceptional customer experiences that drive retention and loyalty. Focused on helping organizations navigate the evolving IT landscape while achieving business goals.
Overview
13
13
years of professional experience
Work History
Client Success Manager
TEXAS FUELING SERVICES
SUGARLAND, Texas
07.2023 - Current
- Led the customer journey from onboarding to adoption for enterprise-level clients, ensuring an exceptional service experience and smooth platform integration.
- Delivered in-depth product training, demonstrating the full capabilities of the platform and empowering customers to become proficient users, leading to increased platform adoption.
- Identified growth opportunities within customer accounts, collaborating with Account Management and Product teams to develop actionable plans that enhanced customer success.
- Collaborated cross-functionally with Support, Environmental Experts, and Sales teams to deliver a seamless customer experience and effectively resolve challenges.
- Guided customers on platform methodologies, best practices, and sustainability strategies, enabling them to leverage the platform's functionalities to achieve their objectives.
- Acted as the primary point of contact for customers, fostering long-term relationships and maintaining high retention rates.
- Managed client relationships to ensure satisfaction and retention across diverse accounts.
- Recruited and trained professionals employees and provided evaluations with feedback to cultivate highly talented team.
- Assisted in onboarding new customers, ensuring a smooth transition into the platform.
- Implemented effective multi-tiered marketing plans to boost customers' investment returns.
- Compiled customer feedback for cross-functional departments to improve product or service features.
Customer Success Manager
OneSource Virtual
Remote
02.2015 - 06.2023
- Led onboarding processes for new clients, decreasing time-to-value by 30% through efficient training programs and proactive support.
- Managed a portfolio of key accounts, driving a 20% improvement in customer retention by developing tailored success strategies for each client.
- Led a cross-functional initiative at Nova Track Limited to optimize customer onboarding and post-sales support, improving customer retention by 30% and increasing customer satisfaction scores by 15% within the first six months.
- Conducted quarterly business reviews with key clients, identifying opportunities for upselling and expanding product use, resulting in a 15% increase in account revenue.
- Utilized data analytics to monitor customer health scores and reduce churn by 12% through early identification of at-risk clients and proactive interventions.
- Performed predictive analysis on customer data, identifying upselling and cross-selling opportunities that led to a 20% increase in revenue per client.
- Led a process improvement initiative that streamlined customer support workflows using Salesforce, reducing case resolution time by 40% and boosting customer satisfaction scores by 25%.
- Partnered with cross-functional teams (sales, product, support) to ensure seamless customer experiences and optimize the usage of Novatrack products.
- Established and tracked client success metrics, providing regular updates to leadership and proposing actionable product improvements.
- Created and maintained dynamic dashboards and reports using Power BI to visualize key performance indicators (KPIs) and customer success metrics for leadership.
- Managed the seamless migration of key clients from legacy systems to a new SaaS platform, ensuring zero downtime and a smooth transition, which resulted in a 95% client retention rate post-migration.
- NovaTrack is a company based in Nigeria that specializes in customer success management.
Client Success Manager
Deans Foods
Remote
01.2013 - 01.2015
- Managed client relationships to ensure satisfaction and retention across diverse accounts.
- Coordinated onboarding processes for new clients, enhancing their initial experience.
- Collaborated with internal teams to address client inquiries and resolve issues promptly.
- Trained clients on software systems to maximize utilization and efficiency.
- Developed feedback loops with clients to gather insights for service improvement.
- Developed and maintained relationships with clients to ensure customer satisfaction.
- Assessed monthly reports to review client activity and identify opportunities.
- Created client success plans tailored to individual needs and goals.
- Monitored customer accounts to identify opportunities for improvement.
- Advised management on changes needed in order to improve overall client satisfaction levels.
- Analyzed customer feedback data to inform product improvements and develop strategies for growth.
Education
MBA - Business Administration
University of Mary
Bismarck, ND01-2016
BBA - Accounting
University of Texas in Arlington
Arlington, TX01-2006
Skills
- Client onboarding
- Customer Relationship Management
- Success management
- Escalation management
- Sales opportunities
- Churn Zero expertise
- SaaS familiarity
- CRM Systems: Salesforce
- CRM Systems: Workflow
- CRM platforms
- Data analytics
- Data analysis
- Excel analytics
- Power BI expertise
- Project management
- Project coordination
- Upgrade coordination
- Onboarding processes
- Department collaboration
- Performance metrics
- Problem-solving
- Time management
- Communication & Interpersonal Skills
- Effective communication
- Feedback analysis techniques
- Relationship building
- Relationship management
- Word proficiency
- PowerPoint proficiency
- Onboarding processes
- Relationship management
Degree
B.A
Timeline
Client Success Manager
TEXAS FUELING SERVICES
07.2023 - Current
Customer Success Manager
OneSource Virtual
02.2015 - 06.2023
Client Success Manager
Deans Foods
01.2013 - 01.2015
MBA - Business Administration
University of Mary
BBA - Accounting
University of Texas in Arlington