David Dem

David Dem LinkedIn: linkedin.com/in/david-dem-a Location: Remote / Open to Relocation Senior Client Success Manager | Relationship Strategy & Retention Expert Ex-Globacom | Strategic Account Management for HNIs | Specialist in Siebel CRM & Operational Scale. Professional Summary Empathic and results-driven Client Success Leader with over 10 years of experience managing high-stakes relationships and driving account growth. Proven track record in reducing churn and increasing lifetime value (LTV) for High-Net-Worth Individuals (HNIs) and corporate partners. Expert at bridging the gap between technical operations and client satisfaction through data-driven insights and proactive engagement. Key Strengths ●​ Relationship Management: Expert in managing complex expectations using Siebel CRM to ensure 100% client satisfaction. ●​ Strategic Retention: Deep experience in identifying client pain points and implementing "Success Roadmaps" to ensure long-term loyalty. ●​ Data Analysis: Proficient in Google Sheets for tracking client health scores, churn metrics, and revenue growth. ●​ Cross-Functional Leadership: Skilled at using ClickUp to coordinate between sales, operations, and technical teams to deliver on client promises. Project Highlights (Quantified Impact) ●​ National HIVST & PrEP Domestication (NACA): Acted as the primary liaison and operations lead, ensuring seamless collaboration between national stakeholders and state implementation partners using ClickUp. ●​ SBCC Step-Down Training (Break Through Action Nigeria): Managed end-to-end client satisfaction for a national training initiative, overseeing logistics and participant welfare to ensure a 100% program success rate. ●​ School Sanitary & Hygiene Programme (BonniCare Foundation): Successfully executed high-impact service delivery for Sanitary Aid Nigeria, managing administrative workflows and reporting. ●​ Report Women Skill Up Capacity Building: Strategically managed project conception and client follow-ups to ensure long-term partnership sustainability. Professional Experience Operations & Client Success Manager | Mema Family Care Ltd. 2025 – Present ●​ Oversee daily business activities with a focus on client service excellence across all departments. ●​ Utilize ClickUp to track client milestones and ensure timely delivery of service objectives. ●​ Developed a sustainable business model using Google Sheets to monitor client satisfaction and profitability trends. Operations Consultant (Client Retention) | Havrateg Consulting Ltd 2024 – Present ●​ Directly manage client acquisition and retention strategies, providing strategic direction for long-term account growth. ●​ Lead personnel recruitment and training specifically aimed at improving "Client Health" scores. Administrative Manager (Client Onboarding) | Royal Arts Academy Nov 2019 – Jan 2024 ●​ Redesigned the onboarding process for new students and employees, significantly improving initial engagement and satisfaction. ●​ Coordinated with senior management to implement feedback loops that improved service delivery. Customer Service / Business Development Manager | Globacom Aug 2010 – Feb 2017 ●​ Managed a portfolio of High-Net-Worth Individuals (HNIs) and corporate accounts using Siebel CRM. ●​ Consistently exceeded revenue targets by identifying upsell opportunities through deep relationship management. ●​ Successfully resolved high-level escalations, maintaining a high retention rate for premium accounts. Education & Certifications ●​ ●​ ●​ ●​ ●​ Bachelor of Arts: Technical Theatre/Theatre Design and Technology | University of Uyo. Customer Service and Sales: Romny Consultancy Ltd. Leading Like a CEO: LinkedIn. Project Management Training: Gant Consulting. Leadership and Sales Training: Globacom Nigeria HR.