Ani Jemine

Holy Ani Jemine 3 Customer Success Portfolio Fueling customer success, from adoption to advocacy. Email LinkedIn Holy Ani Jemine 3 q 0 Customer Success Portfolio -LinkedIn About Me I am a proactive and empathetic Customer Success professional with 4+ years9 experience across SaaS, energy, and tech. I specialise in driving adoption, reducing churn, and building long-term partnerships that align customer goals with business growth. My expertise spans the full customer lifecycle from onboarding and training to retention and advocacy. By translating feedback into product improvements and building scalable processes, I have delivered measurable impact, including: 40% churn reduction at Onye Health through role-based onboarding. 15% retention growth & 20% CSAT improvement at Apex Petroleum via proactive engagement. Passionate about customer relationships and sustainable growth, I thrive in environments where I can turn satisfied clients into loyal advocates who fuel business success. Core Competencies Customer Onboarding & Training Guiding users to value swiftly and effectively. Relationship Management & Retention Upselling & Consultative Sales Building trust and ensuring long-term customer benefit. Identifying opportunities for expansion and mutual loyalty. Customer Health Scoring & Journey Mapping Proactive insights to anticipate needs and prevent churn. Cross-Functional Collaboration Bridging departments to ensure holistic customer success. EMR/EHR Software & Telehealth CRM & Data Analysis Specialized knowledge in digital health platforms. Leveraging platforms like HubSpot, Zoho, Zendesk, Salesforce for insights. Key Achievements Retention Soared CSAT Improvement Increased customer retention by 15% at Apex Petroleum through Boosted Customer Satisfaction (CSAT) by 20% at Apex Petroleum via proactive support and streamlined processes. engagement-focused strategies. Strategic Partnerships Revenue & Adoption Impact Introduced Master Service Agreements (MSAs) at Apex Petroleum, Achieved 20% subscription revenue growth and 35% increase in patient transforming subcontractor relationships into long-term multi-project sign-ups at Onye Health by improving platform adoption. partnerships, strengthening retention and revenue. Conversion Optimization Onboarding Success Improved conversion rates by 25% at Apex Petroleum through workflow Onboarded 20+ clients at Apex Petroleum, enabling smooth adoption and and communication enhancements. long-term success. Certifications Case Studies Dive deeper into specific challenges, actions, and the impactful results I have delivered. Churn Reduction & Scaled Adoption (Onye Health) Strategic Partnerships & Retention Growth (Apex Petroleum) Challenge High churn rate (60%) among Diverse Auto Care (Service Industry) Challenge Challenge Customers faced long wait times and healthcare facilities due to poor Customer relationships were largely unclear communication during the onboarding and low adoption of a transactional, with declining retention service process, which negatively new EMR system. Hospitals needed and satisfaction due to competitive impacted satisfaction and retention. extensive training and support for pressures and one-off subcontracting diverse medical staff. engagements. Action Action Action Analyzed engagement data and Introduced a Master Service interviewed customers to uncover Agreement (MSA) framework, gaps in training and usability. repositioning Apex as a long-term Designed role-based onboarding and demos, simplifying learning by strategic partner instead of a subcontractor. focusing on what mattered to each Implemented a customer health staff role. scoring model to monitor risk and Developed training modules, proactively address churn signals. conducted workshops, and Conducted regular QBRs with key implemented in-app guides and accounts and tailored communication dedicated support channels. strategies to meet segment-specific needs. Introduced a digital appointment scheduling system to streamline bookings. Implemented automated service reminders to reduce no-shows and set expectations. Trained staff on new communication protocols to ensure customers received timely updates and transparent service timelines. Result Reduced customer wait times by 30%. Result Churn reduced from 60% ³ 20% (40% Strengthened feedback channels between clients and internal teams to Improved overall customer refine services and improve delivery. satisfaction, reflected in higher CSAT scores and increased loyalty. decrease). Successfully onboarded 15+ hospitals, driving 20% subscription revenue Drove a noticeable increase in positive Result growth and a 35% rise in patient sign- Transformed client relationships into ups. multi-project partnerships, Increased platform adoption rates across facilities as more staff actively engaged significantly increasing recurring revenue. Increased customer retention by 15% and boosted CSAT by 20%, building stronger, trust-based longterm collaborations. online reviews, strengthening brand reputation. Processes & Frameworks Structured approaches to ensure consistent, high-quality customer success. Customer Onboarding Journey Map Customer Health Score Model Quarterly Business Review (QBR) Template A structured framework for conducting A dynamic model integrating various data impactful QBRs, focusing on value delivered, A detailed roadmap guiding new customers points (usage, engagement, support tickets, progress towards goals, and strategic planning from sign-up to full adoption, ensuring early sentiment) to provide a holistic view of for future success. Essential for executive-level value realization and setting the foundation for customer well-being, enabling proactive engagement. long-term engagement. intervention. Recap of Past Quarter's Achievements Welcome & Setup Usage Frequency & Depth Review of Key Performance Indicators Initial Training & Use Case Alignment Feature Adoption (KPIs) First Value Realization Support Ticket Volume & Resolution Discussion of Challenges & Opportunities Ongoing Enablement & Support Survey Responses & Feedback Strategic Planning for Next Quarter Tools & Tech Stack Proficiency in a wide array of industry-leading tools to manage, analyze, and optimize customer relationships and operations. 1 2 3 CRM CS/Support Project Management HubSpot Zendesk Trello Zoho Intercom Asana Salesforce Slack 4 5 Analytics Industry Platforms Google Sheets EMR/EHR BI Dashboards Telehealth Customer & Team Feedback Hear directly from those I've collaborated with and served.