Daniel Ogbu

Chinedum Daniel Ogbu Email:-Phone: - Professional Summary Accomplished Customer Success Manager with over 8 years of experience in the real estate, e-commerce, sales & marketing, and telecoms sectors. Demonstrated expertise in customer relationship management, account growth, and strategic planning. Proficient in leading crossfunctional teams and managing customer lifecycles in both remote and hybrid work environments. Skilled in utilizing data-driven strategies to enhance customer satisfaction and retention, with a strong commitment to delivering value and driving business outcomes. Core Competencies • • • • • • • • • • • • Customer Relationship Management (CRM) Account Management Customer Retention & Growth Data Analysis & Reporting Strategic Planning & Execution Team Leadership & Collaboration Process Improvement & Optimization SaaS & CRM Tools Cross-Functional Team Coordination Communication & Negotiation Skills Client Onboarding & Training Problem Solving & Conflict Resolution Professional Experience Zillow Group Customer Success Manager Remote, USA June 2022 – Present • • • Managed a portfolio of high-value real estate clients, focusing on customer retention and upselling opportunities. Developed and executed customer success plans, ensuring alignment with client goals and expectations. Analysed customer data to identify trends and insights, driving targeted engagement strategies. Key Achievements: • • • Increased client retention rate by 20% through personalized engagement and proactive support. Successfully upsold new service packages to 30% of the existing client base, boosting revenue. Implemented a customer feedback loop, enhancing product development and customer satisfaction. Amazon Senior Customer Success Manager Remote, UK April 2020 – May 2022 • • • Led a team responsible for managing e-commerce seller accounts, ensuring high levels of satisfaction and performance. Developed training programs for sellers on platform usage, enhancing their sales capabilities. Utilized data analytics to monitor seller performance and implemented strategies to address any issues. Key Achievements: • • • Improved seller satisfaction scores by 25% through tailored support and resource optimization. Played a key role in the successful launch of a new seller support initiative, increasing platform adoption. Achieved a 15% increase in average seller revenue through targeted growth strategies. AT&T Customer Success Lead Remote, USA January 2019 – March 2020 • • • Managed customer accounts in the telecoms sector, focusing on retention and service optimization. Collaborated with sales, marketing, and technical teams to deliver comprehensive solutions to clients. Conducted regular business reviews with customers, providing insights and recommendations for improvement. Key Achievements: • • • Reduced customer churn by 18% by implementing proactive retention strategies. Increased NPS (Net Promoter Score) by 22% through improved customer communication and service delivery. Developed a customer success playbook, standardizing processes and best practices across the team. Realtor.com Customer Success Specialist Remote, UK July 2018 – December 2019 • • • Supported real estate agents and brokers in maximizing their use of the platform to generate leads and sales. Provided training and resources to customers, ensuring they fully utilized available tools and features. Monitored customer activity and provided regular updates to clients on their account performance. Key Achievements: • • • Enhanced customer engagement through the introduction of personalized training sessions. Achieved a 30% increase in user adoption of new platform features through targeted outreach. Contributed to a significant reduction in support tickets by creating comprehensive self-help resources. Shopify Customer Success Coordinator Remote, UK May 2016 – June 2018 • • • Coordinated customer success initiatives for e-commerce businesses, focusing on growth and optimization. Assisted clients in setting up and optimizing their online stores, providing strategic advice on best practices. Analyzed customer data to identify opportunities for upselling and cross-selling. Key Achievements: • • • Increased client revenue by 15% through strategic upselling and cross-selling initiatives. Reduced time-to-resolution for customer issues by 25% through process improvements. Launched a customer success newsletter, keeping clients informed about product updates and best practices. Telecom Solutions Inc. Customer Success Associate Remote, USA January 2015 – April 2016 • • • Supported telecom clients in optimizing their services and improving customer satisfaction. Conducted regular check-ins with customers to assess their needs and ensure service alignment. Assisted in developing training materials and resources for both clients and internal teams. Key Achievements: • • • Improved customer satisfaction scores by 10% through enhanced support and training initiatives. Played a key role in a major client retention campaign, contributing to a 15% reduction in churn. Developed a client onboarding process, streamlining the experience and increasing satisfaction. Education Bachelor of Business Administration (BBA) University of Surrey, UK 2014 Certifications • • • • Certified Customer Success Manager (CCSM) Certified Professional Salesperson (CPSP) Salesforce Certified Administrator Google Analytics Certified Technical Skills • • • • CRM Tools: Salesforce, HubSpot, Zendesk Project Management: Asana, Trello Communication Tools: Slack, Microsoft Teams Microsoft Office Suite (Excel, Word, PowerPoint) Languages • English (Proficient) Professional Affiliations • • • Member, Customer Success Association Member, International Association of Customer Success Professionals (IACSP) Member, National Society of Sales Professionals References Available upon request.