Nneka Joy Okoh

Your customers don’t churn because your product is broken; they churn because they feel unseen. That’s the gap I close. I LOVE MY JOB 💯

I’m Nneka, your Customer Success and Technical Support specialist with 3+ years of experience turning frustrated users into loyal fans, messy workflows into clean systems, and silent accounts into renewal wins. I blend a real tech background (cloud, CRM, troubleshooting) with the soft skills that make people actually want to talk to support.

Whether you need someone to rescue an at-risk account, build out your HubSpot/SalesForce/Zendesk workflows, run onboarding that doesn’t leak users, or be the calm, sharp voice your customers trust, I’ve got you.

WHAT I BRING TO YOUR TEAM

• Customer Success & Retention — onboarding, QBRs, health scoring, churn-saves, renewals.

• Technical Support — ticket triage, SaaS troubleshooting, escalations, knowledge base writing.

• CRM & Ops — HubSpot, Salesforce, Zendesk, Intercom, ChurnZero, Asana, ClickUp setup and

  clean-up.

• Process & Reporting — SOPs, dashboards, CRM hygiene, turning activity into business outcomes.

• Cloud & Tech Fluency — AWS, GCP, Microsoft Azure, Google Workspace, basic scripting comfort.

WHY CLIENTS KEEP ME AROUND

• I write like a human, not a help-desk bot.

• I move fast, ask the right questions, and don’t need babysitting.

• I think in retention math every interaction ladders up to LTV, NRR, or CSAT.

• Remote-ready, deadline-respectful, timezone-flexible.

FEATURED CASE STUDIES

1. Nova Health Clinics — 90-Day Customer Save Plan

• Diagnosed an at-risk healthcare account: surfaced top 3 churn risks and the gap between what the client wanted vs. what was being delivered.

• Built a 90-day rescue roadmap covering onboarding fixes, CRM activity tracking, and executive-level QBR talking points.

• Co-presented to leadership, reframing CRM data into measurable business outcomes (retention, expansion, trust).

2. Group Capstone — CRM Activity → Business Outcomes

• Contributed to an executive-facing presentation, translating raw CRM activity into revenue, retention, and CS KPIs.

• Mapped customer journey friction points and proposed automations across HubSpot & Zendesk.

• Owned the customer-voice section: turning support tickets into product and CS insights.

TOOLS I LIVE IN

HubSpot, Salesforce, Zendesk, Intercom, ChurnZero, Asana, ClickUp, Google Workspace, AWS, GCP, Microsoft Azure, and others, I can learn within a little while.

LET’S TALK

If your customers deserve better answers, faster, or your CRM needs someone who actually uses it the way it was meant to be used, send me a message. I reply quickly, scope honestly, and overdeliver quietly.

Hire me right away to get started!

Talk Soon!