Ugo Karen Ibeawuchi

UGO KAREN IBEAWUCHI Customer Success & Account Manager | Client Retention | Onboarding & Growth PROFESSIONAL SUMMARY Customer Success and Account Manager with over 10 years of experience supporting clients across tech-enabled services, SaaS, and service-based businesses. Highly skilled in post-sales relationship management, onboarding, retention, and long-term account growth. Known for empathic, structured, and trust-driven approach to customer engagement, ensuring clients consistently realize value and feel supported after the sale. CORE STRENGTHS • Client onboarding and post-sales handover • Customer relationship and account ownership • Retention, renewals, and expansion • Stakeholder communication and escalation handling • CRM management and structured follow-ups • Cross-functional collaboration with sales, product, and operations teams PROFESSIONAL EXPERIENCE Customer Success & Account Manager Payonus Limited | Remote | Jul 2023 – Jul 2024 Owned post-sales client relationships and business support operations across multiple digital platforms. • Primary point of contact for active clients • Managed onboarding, support requests, and escalations • Liaised between clients and technical teams• Represented management in client-facing meetings Impact: • 95% customer satisfaction rate • Improved retention through proactive communication Client Success & Account Consultant (Post-Sales) Curacel Systems Ltd. | Remote | Jan 2023 – May 2023 • Supported onboarding and post-conversion engagement • Translated client needs into clear product use cases • Collaborated with engineering and CS teams Impact: • Improved early-stage retention and onboarding outcomes Client Communications & Stakeholder Manager Gregory University, Uturu | Dec 2021 – Jan 2023 • Led stakeholder communication and official correspondence • Managed sensitive inquiries and public-facing engagements Impact: • Increased stakeholder trust and engagement Account Manager & Client Relationship Lead Omiti Engineering Ltd. | Jan 2019 – Oct 2021 • Managed B2B client accounts post-acquisition• Conducted reviews and ongoing relationship management Impact: • 25% growth in repeat business Strategic Account Manager Xtruct Systems Ltd. | Oct 2017 – Sep 2018 • Managed strategic accounts and identified expansion opportunities Impact: • 12% increase in customer base Client Support & Relationship Coordinator Mart Energy Services Ltd. | Jan 2008 – Jan 2011 • Supported client communication and service coordination EDUCATION & CERTIFICATIONS • IT Support Training – Digital Witch (2025) • Product Management Certificate – I-TRAIN AFRICA (2024) • Workplace Foundational Skills – I-TRAIN AFRICA (2024) • B.A. Archaeology & English – University of Nigeria, Nsukka (2005) REFERENCES Available upon request