Samson Moses
Ogba
Summary
A result-oriented Customer Success Manager with extensive experience in building and nurturing client relationships, driving customer satisfaction, and increasing revenue through strategic customer engagement. Proficient in developing tailored customer success strategies, analyzing data to identify improvement opportunities, and ensuring seamless onboarding and retention.
Recognized as the Customer Success Manager of the Year (2024) at SeamlessHR for outstanding performance and measurable contributions to customer satisfaction and retention.
Highly skilled in digital tools, project management, and customer advocacy, with a proven ability to work cross-functionally to deliver measurable business results. Bilingual
in English and French, offering a global perspective to client success.
Overview
10
10
years of professional experience
Work History
Customer Success Manager
SeamlessHR
08.2023 - Current
- Responsible for ensuring that customers achieve their desired outcomes while using a product or service, which in turn contributes to customer retention, loyalty, and business growth
- Responsible for training and onboarding new customers and managing customer relationships through their entire life cycle
- Key Responsibilities: Customer Onboarding, Account Management, Customer Engagement, Product Knowledge, Problem-Solving, Customer Feedback, Retention and Up-selling, Customer Advocacy, Data Analysis, Customer Product Re-training, Renewal Management, Customer Satisfaction
Lead Web Designer
Lux Legacy Agency
02.2024 - Current
- Led creative brainstorming sessions to generate innovative ideas for enhancing website functionality and aesthetics.
- Implemented accessibility standards to ensure compliance with ADA guidelines and promote inclusivity for all users.
- Championed a culture of innovation by staying current on emerging web technologies, tools, and best practices.
- Transformed outdated websites into modern, visually engaging experiences using contemporary design principles.
- Instrumental in securing major new client projects through the presentation of compelling design proposals and outstanding portfolio work.
- Leveraged WordPress to design and update websites, landing pages and other digital assets to support communication and marketing strategies
Tech Support (Contract)
Bonzee Consulting
12.2022 - 11.2023
- Designing of Bonzee Consulting web asset and ensuring the smooth running of the website
- Management of blog posts on the website
- Debugging and promptly rectifying problems if any
- Respond within agreed time limits to call-outs and work continuously on a task until completion
Chief Operating Office/ Web Developer
Teksplore Solutions
12.2022 - 10.2024
- Collaborate with clients to understand their business goals and requirements for website design projects
- Designed and developed visually appealing websites with a focus on user experience and conversion optimization
- Implemented responsive design techniques to ensure optimal performance across various devices and screen sizes
- Conducted quality assurance testing to identify and resolve any bugs or issues
- Managed multiple projects simultaneously and delivered them within deadlines
- Collaborated with cross-functional teams, including developers, content writers, and marketers, to ensure seamless project execution
- Developed and maintained strong relationships with key customers, ensuring their needs were met and promoting long-term loyalty
- Managed escalated customer issues, providing timely and effective resolutions while maintaining a professional and empathetic approach
Tech Support
Advocate for Global Peace Forum International (NGO)
11.2022 - 07.2023
- Oversee the configuration, maintenance, and optimization of web servers to ensure optimal performance, security, and reliability
- Conduct regular server audits to identify and address vulnerabilities, ensuring a secure and stable environment
- Provide timely and effective support to end-users and internal teams, addressing inquiries related to web server functionality and performance
Web designer/Digital Marketer
HouseofMisoda Foundation (NGO)
02.2022 - 02.2023
- Create visually compelling and consistent brand assets, including logos, color schemes, typography, and other design elements
- Lead the design and development of responsive and visually appealing websites that enhance the user experience
- Stay updated on industry trends and best practices to continuously improve and optimize website design for optimal performance across various devices
- Develop and execute creative and engaging social media strategies to strengthen brand presence across key platforms
Security Personnel
US Mission
09.2022 - 11.2022
- Protection of US Mission properties and making sure I follow post orders as expected of me
- Ensure that visitors, staff, and visa applicants have their respective required access
COO/Customer Success Manager
Ideatech
09.2017 - 08.2022
- Cooperate with designers to create clean website interfaces and simple, intuitive interactions and experiences
- Developed and implemented customer success strategies and best practices to drive retention and expansion across the customer base
- Acted as a customer advocate within the organization, providing valuable feedback and insights to influence service development and enhance customer experience
Chief Web Officer
Terra Synergy
11.2021 - 07.2022
- Designed company's web assets (Lightseedlogic.com & lightseedhub.com)
- Developed project concepts and maintained optimal workflow
- Integrated a project management & CRM tool for internal use and managed social media platforms
Content Developer/ Customer Support Officer
GoldenSteps Ent.
06.2015 - 11.2021
- Add content to the client's websites
- Manage the content and functionality of the website and social media platforms
- This includes periodic audits to ensure the content stays timely and relevant
- Provided training and onboarding sessions to clients, ensuring they have a comprehensive understanding of the service features and expectations
- Conducted regular check-ins and business reviews with clients to assess their satisfaction, identify areas for improvement, and present solutions to enhance their experience
Education
Basic Guard Training -
US Mission
Bachelor of Science - Computer Science
UNIVERSITE DE PARAKOU
Parakou, Benin07-2024
Data Analytics with Microsoft Excel, PowerBi, Tableau & SQL -
Welup Digital Academy
10.2023
Google Forms & Sheets -
Welup Digital Academy
10.2023
Customer Management -
Great Learning
09.2023
SEO Certified -
Hubspot Academy
07.2023
Digital Marketing Certificate -
Google
01.2022
Wordpress Training Certificate -
Coursera
12.2021
Social Media Management -
Shaw Academy
07.2017
French -
Institut Français du Benin
09.2014
French Language -
Centre Béninois des Langues Etrangères
07.2008
Skills
- Customer Relationship Management
- Microsoft PowerPoint
- Customer Experience
- Customer Success
- Customer Satisfaction
- Data Analysis
- Project Management
- Web Design
- Digital Marketing
- Social Media
- Graphic Design
- Customer retention
- Customer needs assessment
Websites
Accomplishments
- Spearheaded a customer success initiative at SeamlessHR, achieving a 15% increase in customer retention within six months.
- Reduced customer churn by 20% through tailored customer engagement strategies at SeamlessHR.
SeamlessHR Customer Success Manager, 2024
Customer Success Manager of the Year (2024) at SeamlessHR for exceptional performance in customer satisfaction and retention.
Languages
English
Native or Bilingual
French
Professional Working
igbo
Native or Bilingual
Ewe
Limited Working
Yoruba
Limited Working
Timeline
Lead Web Designer
Lux Legacy Agency
02.2024 - Current
Customer Success Manager
SeamlessHR
08.2023 - Current
Tech Support (Contract)
Bonzee Consulting
12.2022 - 11.2023
Chief Operating Office/ Web Developer
Teksplore Solutions
12.2022 - 10.2024
Tech Support
Advocate for Global Peace Forum International (NGO)
11.2022 - 07.2023
Security Personnel
US Mission
09.2022 - 11.2022
Web designer/Digital Marketer
HouseofMisoda Foundation (NGO)
02.2022 - 02.2023
Chief Web Officer
Terra Synergy
11.2021 - 07.2022
COO/Customer Success Manager
Ideatech
09.2017 - 08.2022
Content Developer/ Customer Support Officer
GoldenSteps Ent.
06.2015 - 11.2021
Data Analytics with Microsoft Excel, PowerBi, Tableau & SQL -
Welup Digital Academy
Google Forms & Sheets -
Welup Digital Academy
Customer Management -
Great Learning
SEO Certified -
Hubspot Academy
Digital Marketing Certificate -
Google
Wordpress Training Certificate -
Coursera
Social Media Management -
Shaw Academy
French -
Institut Français du Benin
French Language -
Centre Béninois des Langues Etrangères
Basic Guard Training -
US Mission
Bachelor of Science - Computer Science
UNIVERSITE DE PARAKOU
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