About
Dynamic Lead Account Manager with a proven track record in the SaaS EdTech industry, specializing in customer experience management, client onboarding, and revenue growth through strategic account and project management. Spearheaded retention initiatives that drove a 15-20% increase in quarterly revenue and successfully managed end-to-end client projects. Adept at optimizing operational processes, leading teams, and leveraging CRM systems (Zoho, Freshdesk, Zendesk) and agile project management tools (Jira, Asana) to foster strong client relationships and uncover new business opportunities.
Work
Ilorin, Kwara, Nigeria
Summary
Summary Oversee the planning, execution, and delivery of e-learning development projects, bridging communication between instructional designers, content creators, developers, and clients.
Highlights
Managed end-to-end e-learning development projects from concept to launch, ensuring deliverables met quality standards, budget, and learning objectives.
Developed detailed project timelines and milestones for e-learning module creation and content localization, allocating tasks and managing workload distribution for project teams.
Served as the primary liaison between clients, subject matter experts, and internal development teams, refining requirements and providing regular progress updates.
Implemented agile and hybrid project management methodologies, monitoring production workflows for storyboarding, instructional design, multimedia development, and LMS integration.
Lagos, South West Nigeria, Nigeria
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Summary
Led strategic account and project management for key clients in the SaaS EdTech industry, driving significant revenue growth and enhancing customer relationships.
Highlights
Achieved 15-20% quarterly revenue growth by creating and executing targeted client retention plans.
Managed comprehensive client project lifecycles using Jira, ensuring efficient tracking and successful delivery from documentation to completion.
Designed and implemented standard operating procedures for client onboarding, retention, and new feature adoption, enhancing departmental efficiency.
Cultivated strong relationships with key clients through strategic account planning, analyzing unique needs to develop tailored approaches and foster long-term partnerships.
Mentored and led a team of account managers, enhancing their performance and strategic capabilities through guidance and support.
Developed and implemented strategies that maximized revenue from existing clients by identifying and securing upsell and cross-sell opportunities.
Collaborated cross-functionally with sales, marketing, product, and engineering teams to align strategies and enhance overall customer experience based on client feedback.
Lagos, South West Nigeria, Nigeria
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Summary
Drove client account growth and churn reduction by understanding business needs and collaborating with internal teams to deliver tailored solutions.
Highlights
Achieved significant client account growth and proactively reduced churn rates by identifying and implementing solutions.
Partnered with product and engineering teams to effectively escalate and resolve complex client issues, ensuring timely resolution.
Provided exceptional customer service, promptly resolving inquiries and facilitating seamless onboarding for new clients.
Identified and pursued upsell and cross-sell opportunities, expanding product/service adoption within existing client accounts.
Ilorin, North Central, Nigeria
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Summary
Led business process development and a team of Customer Success and Business Executives, achieving exceptional key account acquisition and retention rates within the Ilorin South metropolis.
Highlights
Led regional business process development and a team of Customer Success and Business Executives, achieving exceptional key account acquisition and retention rates.
Mentored and inspired a team of business development and customer success executives, enabling them to consistently achieve individual and team targets.
Developed and executed strategic business development plans, identifying new market opportunities and analyzing industry trends to inform decision-making.
Onboarded and maintained strong relationships with key clients, serving as the primary escalation point for issues to ensure high levels of satisfaction and retention.
Collaborated with sales, marketing, and product development teams, providing valuable customer insights to contribute directly to product improvement.
Volunteer
Skills
Project Management
Jira, Asana, Project Tracking & Reporting, Planning & Scheduling, Agile Principles & Methodology, Project Lifecycle Management, Workflow Optimization.
Client & Account Management
CRM Management (Zoho, Freshdesk, Hubspot), Client Relationship Management, Stakeholder Management, Customer Experience Management, Client Onboarding, Retention Strategies, Upselling, Cross-selling, Key Account Acquisition.
Leadership & Operations
Team Leadership, Strategic Planning, Business Development, Operational Process Optimization, Communication, Market Analysis, Process Design, Workflow Management.