Ekwutosi Okeh

OKEH, Ekwutosi Cynthia Career Summary ▪ Customer Success Manager with keen aptitude for defining the customer join/onboarding journey, and sifting revenue opportunities from client interactions. ▪ Leads collaborative customer experience for A/B testing as Technical Account Manager, while assuring intelligent technical input to product development, management, and deployment. ▪ Established thriving business units, and enterprise structures, growing a small digital community to over 80,000 followers. Likewise, grew a nascent micro team of 2 staff to over 29 high-value teammates within a year. ▪ Successfully drafted impactful learning modules that improved learning and development for IT-related and customer service skills. ▪ Experienced in traditional, remote, and hybrid work structures, and sufficiently adept at employing remote work tools, and managing digital communities. ▪ Engages client, management, and teammates confidently in fine-tuning customer success protocols, strengthening teamwork, and intelligently identifying improvement opportunities for customer experience. Skills and Proficiencies Team Leadership | Strategic Pioneering | Operations Management | Learning and Development | Customer Success Management | Client Onboarding | A/B Testing | Digital Community Management | Azure, Jira, Salesforce, ClickUp, Zendesk, Hubspot, Intercom, Astana, Trello Work Experience Customer Success Manager/Technical Account Manager | Convert.Com | June 2023 – Present Convert.com is an A/B Testing service provider ▪ Expertly leads customer onboarding and training, ensuring smooth transitions from sales to support, organizing personalized training sessions and technical demo calls, boosting product understanding, adoption rates, and customer satisfaction. ▪ Proactively developed and implemented customer engagement strategy with regular check-ins, personalized onboarding, and tailored success plans, achieving 35% increase in customer retention over 12 months. ▪ Strategically implemented churn reduction program with early warning systems, targeted outreach, and customized retention offers, cutting churn rate by 20%. ▪ Successfully executed targeted account management plans and customer success campaigns, driving 25% increase in upsell and cross-sell revenue through leveraged customer relationships. Page1 ▪ Seamlessly served as primary liaison between sales and support teams, enhancing communication and collaboration. Organized technical demo calls for prospective customers, aiding sales in converting leads to satisfied customers. Customer Success Team Lead |InEvent | Nov 2020 - May 2023 InEvent provides broadcast technologies for professional events, meetings, and live streams ▪ Expertly led team of 15 Customer Success Analysts, developing and executing data-driven customer segmentation strategy, boosting customer retention by 25%. ▪ Pioneered the Customer Success team, growing it from 2 self-starters to over 29 top-performing teammates within a year. ▪ Efficiently managed team to streamline onboarding process with comprehensive training materials and automated workflows, cutting onboarding time by 40%. ▪ Successfully directed cross-functional initiative with team to identify and address key customer journey pain points, enhancing customer satisfaction scores (CSAT) by 35%. ▪ Proactively oversaw team's in-depth analysis of customer feedback and implementation of targeted action plans, raising Net Promoter Score (NPS) by 15 points. ▪ Synergized all points of contact –chats, email, videoconferencing, and phone -- and activated a failsafe customer onboarding funnel from all enterprise touch points. ▪ Proactively identified customers’ brand story, taste, and preference, and creatively branded virtual events likewise, thus, securing maximum cost benefits and B2B loyalty. Trainer and Students Onboarding Manager| Digital Witch |May 2020 - April 2021 Digital Witch is an e-learning platform with over 80,000 community members. ▪ Achieved training for 60,000+ students in diverse IT skills, securing 87% success rate through highquality programs fostering career excellence. ▪ Innovatively implemented structured follow-up system and regular check-ins, boosting course completion rates by 25% through proactive monitoring. ▪ Conducted insightful feedback sessions and surveys, identifying improvement areas, collaborating with curriculum team, resulting in 35% increase in student satisfaction. ▪ Strategically designed and launched new training modules aligned with industry trends, enriching curriculum and attracting diverse students, driving 20% growth in enrolment. ▪ Effectively leveraged digital tools and automation, streamlining onboarding process, reducing time by 40% and enhancing initial student engagement. ▪ Pioneered business operations, grew the business’ digital community to over 80,000 followers in < 1 year, and designed learning materials with invaluable input from teammates. ▪ Benchmarked student performance against extant standards, and led custom training interventions to improve learning. L2 Azure Technical Support Engineer | Tek Experts (Microsoft Azure Customer Support) | Aug 2018 – April 2020 Tek Experts provides technical support to businesses to improve customer experience. ▪ Slashed the onboarding turnaround time for Azure users by 30% in record time, by delegating client requests in batches. ▪ Confidently led all internal interfaces, managed cogent escalations, resource migration, education and database management projects. ▪ Inspired strict adherence to the service level agreement (SLA) for ticket attendance and professional mode of client engagement. OKEH, Ekwutosi Cynthia ▪ Performed key technical duties involving Microsoft Office 365 workloads (Exchange Online. SharePoint Online, Skype for Business, Teams, Yammer, OneDrive for Business) ▪ Asserted database integrity and synergized the KYC strategy with detailed knowledge base document maintenance. ▪ Reduced rate of repeat queries decisively with quality technical education in the client join journey. ▪ Facilitated increased collaboration to improve team reliability and ownership, thereby reducing workload for Microsoft Azure Global Supervisors. Education Bachelor of Education | University of Nigeria, Nsukka | 2014 Training Microsoft Certifications (Az-104, Az-303, Az-304, Az-500, Ms-100, Ms-500) CyberArk MCT (Microsoft Certified Trainer) ICSI Oracle Cloud Infrastructure Foundations NSE 1 and 2 Oracle Autonomous Database Cloud Aviatrix Certified Engineer OKEH, Ekwutosi Cynthia