Google Workspace
Oluwadamilola (Dami) Balogun
Customer Success Manager
Washington,D.C.
Summary
Customer Success Manager with over 4 years of expertise on customer business trends and driving business outcomes. Managing client portfolios and leading customer success initiatives, achieving 15% growth in customer satisfaction scores, 10% reduction in churn rate, and 10% reduction in the onboarding process. In 6 months, increased adoption rate by 20% and maintained industry-high retention rate at 96%. Driven by sports and laughter.
Overview
5
5
years of professional experience
8
8
years of post-secondary education
Work History
Customer Success Specialist
Diligent
Washington, DC
05.2023
- Strategically managed and nurtured client portfolios, delivering exceptional customer experiences and achieving an outstanding retention rate; enacted data-directed optimizations increasing customer satisfaction scores by 15%
- In 6 months conducted comprehensive reporting and modeling, leveraging data-controlled insights to drive a 20% increase in portfolio growth for clients in the SaaS industry
- Analyzed customer usage patterns across platforms, identifying at-risk accounts through data-managed insights; created targeted intervention plans reducing churn rate by 10% within six months
- Executed projects to enhance client onboarding procedures, leveraging technology solutions and workflow enhancements, leading to a 20% reduction in the onboarding process and boosting client satisfaction
- In 6 months developed and maintained SQL queries and reports to extract and present data-driven insights to clients increasing customer adoption rate by 15%
Sales Development Specialist
Talend
San Francisco, CA
04.2023 - 05.2023
- Prospected hundreds of leads through a multi-channel approach, including cold calling, emailing, videos, and LinkedIn messaging; qualified Directors and Managers and closed on attending webinars
- Orchestrated collaborative sales campaigns within the SDR team, this increased qualified leads by 20% and boosted conversion rates by 15%, surpassing monthly targets
- In 4 weeks exceeded email quota by 123% and cold calls quota by 189% over a 5 day cadence of activities
Customer Success Manager
Credico
Orlando, FL
01.2020 - 03.2023
- In 3 years executed individualized success plans for 20+ accounts, continuously monitoring and modifying strategies to optimize outcomes; achieved a notable 20% revenue growth through targeted customer engagement and support
- Collaborated with diverse teams to expedite customer issue resolution, maintaining a 90% customer retention rate and reducing resolution time by 15%
- Acted as the primary point of contact for customer inquiries, quickly resolving issues and ensuring timely follow-up increasing customer loyalty by 10%
Account Manager
Switch Global Inc
Washington, C.
06.2018 - 12.2019
- In 12 months developed and implemented a targeted upselling strategy, which increased revenue by up to 15% from existing accounts and a 20% growth in customer lifetime value
- Optimized client onboarding processes through the implementation of streamlined workflows, resulting in a 10% deduction in onboarding time and enabling faster time-to-value for clients
- Conducted regular market research to stay updated on industry trends and competitor analysis growing a portfolio of 20+ high-value accounts
Education
SV Academy
San Francisco, CA 04.2023 - 05.2023
Bachelor of Science - Product Design
Columbia College Chicago
Chicago, IL 09.2014 - 05.2018
Bachelor of Science - Industrial Design
University of Illinois
Chicago, IL 08.2014 - 05.2018
Skills
Problem Solving
Customer Retention
Critical Thinking
Customer Insight
Data Analysis
Strategic Planning
Emotional Intelligence
Relationship Building
Project Management
Product Management
Software
Salesforce
Salesloft
Demandbase
Loom
LinkedIn Sales Navigator
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
It always seems impossible until it's done.
Nelson Mandela
Timeline
Customer Success Specialist
Diligent
05.2023
Sales Development Specialist
Talend
04.2023 - 05.2023
SV Academy
04.2023 - 05.2023
Customer Success Manager
Credico
01.2020 - 03.2023
Account Manager
Switch Global Inc
06.2018 - 12.2019
Bachelor of Science - Product Design
Columbia College Chicago
09.2014 - 05.2018
Bachelor of Science - Industrial Design
University of Illinois
08.2014 - 05.2018