Lambert Eboite

Lambert Eboite-| (- | Lagos, Nigeria https://www.linkedin.com/in/eboitelambert/ SUMMARY Seeking Customer Success Specialist role, offering 6 years of experience in customer success functions, including onboarding, account management, and retention strategies. Skilled in developing trust-based relationships, analyzing customer data, and collaborating with cross-functional teams to enhance product offerings. Proven track record in improving customer engagement and satisfaction, adept in utilizing CRM tools, and experienced in preparing key account documents. WORK EXPERIENCE GreyFinance (Fintech) Customer Success Specialist Feb 2023 - Dec 2024 • Developed and maintained strong, trust-based relationships with customers, ensuring high retention rates by providing thorough product information and addressing feedback. • Collaborated with cross-functional teams to improve product offerings and resolve customer issues, resulting in a 20% increase in customer adoption. • Analyzed customer metrics to provide insights for enhanced retention and satisfaction, and managed CRM (Jira, Intercom) documentation to ensure accurate tracking of customer interactions and compliance and fraud investigations. • Tracked customer metrics by analyzing data and offering valuable insights to the management team for enhancing customer retention and satisfaction and creating workflows and automation for team members. • Developed and executed personalized success plans, resulting in a 30% increase in customer engagement and a 25% reduction in support tickets. Ourpass Finance (Fintech) Customer Success Associate Aug 2022 - Feb 2023 • Onboarded new clients, providing detailed product knowledge and fostering long-term customer loyalty through trust-based relationships. • Managed a portfolio of 150 customer accounts, maintaining high retention rates and achieving a 95% customer retention rate and 25% upsell and cross-sell revenue growth. • Refined knowledge-based articles to improve product understanding and scalability; prepared accurate quotes, insights, and service level agreements for client presentations. • Analyzed customer data to identify trends, opportunities, and challenges, informing data-driven decisions. Flexisaf Edusoft Customer Success Specialist Nov 2018 - Jan 2022 • Delivered comprehensive onboarding and training for new users, resulting in increased product adoption and a notable improvement in first-contact issue resolution rates. • Revised and tailored knowledge base articles and educational templates, leading to enhanced customer engagement and a more streamlined support experience. • Oversaw major accounts, attentively tracking customer activity to inform retention strategies, and meticulously prepared critical documentation such as quotes, service level agreements, proposals, and bids. • Utilized CRM software to track customer interactions, identify patterns, improve support processes and create new workflows and automation for team members. EDUCATION Cross River University of Technology B.sc, Computer Science Calabar, Nigeria Oct 2018 CERTIfICATIONS CSIA, Customer Service Institute of America De-Escalating Conversations for Customer Service Customer Success Management Fundamentals 02/2023 - Present 11/2022 - present 02/2022 –present SKILLS Troubleshooting and Client Collaboration • Verifying Information • Empathy and Effective Communication • Leadership and Team Onboarding • Conflict Resolution and Dispute Mediation • Metrics and Reporting • Customer Segmentation Analysis • Ticket Escalations and Resolutions of Queries • Customer Relationship Management (CRM) • Technical Support • Problem Solving • Product Knowledge • Empathy • Communication • Project management • Leadership VOLUNTEER Customer Success Lead, Kweekatel Jan 2023 - Dec 2023 • Provided comprehensive product knowledge to enhance customer engagement and utilization. • Resolved advanced customer issues, ensuring satisfaction and maintaining service quality. • Fostered interdisciplinary collaboration, strengthening professional networks and partnerships. • Contributed to the refinement of CRM tools, improving user experiences and operational efficiency. Customer Success Management Facilitator, Empower Her Community (EHC) Bootcamp Jun 2024 - present • Provided guidance and support to women in technology, fostering community engagement and establishing mentorship initiatives that facilitated their professional growth. • Developed and delivered comprehensive resources for participants in the Customer Success track, including updates on industry trends, career development strategies, and proficiency in CRM tools. • Earned commendations for delivering an informative and impactful Customer Success Management bootcamp, as reflected in positive participant feedback.