Margaret Oludele
Lagos
Summary
Results-driven professional with 5+ years of experience in project and product management, as well as customer success. A proven track record of delivering complex projects on time and within budget across diverse industries, with a focus on technology. Expertise in leading cross-functional teams, defining strategic roadmaps, and ensuring exceptional customer experiences. Skilled in leveraging data-driven insights for decision-making and continuous process improvements. Committed to driving organisational growth and delivering value in dynamic environments.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Product Manager
NextCounsel Limited
01.2022 - Current
- Track key performance indicators (KPIs) and make data-driven decisions to boost programmes and products, resulting in product adoption and an increase in revenue.
- Conduct market research to identify new opportunities and target markets.
- Establish criteria for each milestone within the product roadmap as a means to measure developmental progress.
- Liaise with clients to better understand business needs and the current market landscape.
- Develop product documentation to communicate upcoming features and products to internal teams.
- Document user stories, specifications, and product features into detailed work in order to communicate across teams and build mandatory requirements.
- Spearhead the creation of detailed user guides for enhanced usability of newly launched products.
- Launched successful products by conducting thorough market research and identifying customer needs.
Customer Success Manager
NextCounsel Limited
01.2021 - 01.2022
- Conducted customer interviews and collated feedback to catalyse product development, increasing customer engagement and adoption of new features by 50%.
- Developed and implemented customer success strategies, adjusted customers' account health using tech stack tools, provided prompt resolution, and halved complaints, which in turn increased customer satisfaction
- Defined and tracked customer success metrics, resulting in an increase in upsell and cross-sell revenue.
- Manage a portfolio of key accounts, maintain strong relationships, and ensure high levels of satisfaction.
- Analyse customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Streamlined customer onboarding processes for accelerated product adoption and increased retention rates.
Project Manager
NextCounsel Limited
01.2019 - Current
- Promoted effective communication and collaboration among stakeholders throughout SDLC, fashioning relationships that led to a 30% increase in cross-functional team engagement
- Coordinated cross-functional teams and resolved conflicts, maintaining a positive work environment throughout the project lifecycle.
- Facilitated change management processes within organisations by effectively communicating the benefits of new systems or processes being introduced during projects.
- Collaborated closely with senior management to align project objectives with strategic company initiatives, ensuring that efforts contributed to overall business growth.
- Streamlined project processes by implementing Agile methodologies, resulting in increased efficiency and reduced costs.
- Developed comprehensive project plans with clear timelines, milestones, and budget requirements, ensuring timely delivery of high-quality results.
Customer Service Administrator
Kwiki Autos
01.2016 - 01.2017
- Halved customer complaints by introducing a new customer feedback system and enabling prompt resolution of issues
- Enhanced efficiency by 30% by innovating and deploying new processes for handling customer requests and inquiries
- Attained a customer satisfaction rating of 95% by consistently providing exceptional customer service and forging strong relationships with customers.
Education
Master of Business Administration -
Sheffield Hallam University
Sheffield, United Kingdom06.2017
Bachelor of Business Administration -
Redeemers University
Ogun State, Nigeria10.2012
Skills
- Project Management
- Stakeholder Management
- Customer Success Management
- Agile Methodologies
- Problem-solving
- Client Management
- Product Management
- User Research & Analysis
- Team Leadership
- Risk Management & Mitigation
- Budget Management
- Relationship Building & Management
Certification
- Chartered Institute of Management (CMI): Strategic Management and Leadership (QCF)
- EntryLevel: Product Management
- McKinsey: McKinsey Forward Program
- SkillUp: Agile Scrum Foundation
Timeline
Product Manager
NextCounsel Limited
01.2022 - Current
Customer Success Manager
NextCounsel Limited
01.2021 - 01.2022
Project Manager
NextCounsel Limited
01.2019 - Current
Customer Service Administrator
Kwiki Autos
01.2016 - 01.2017
Master of Business Administration -
Sheffield Hallam University
Bachelor of Business Administration -
Redeemers University
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