Summary
Overview
Work History
Education
Skills
Certification
Additional Information
Timeline
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Nick Essien

Nick Essien

Eket

Summary

Strategic, client-focused Customer Success and Onboarding Specialist with 2+ years of proven impact in the healthcare SaaS space. Known for delivering white-glove onboarding experiences, increasing client retention, and turning new users into product champions. I thrive in fast-paced, remote environments and bring a powerful mix of empathy, communication, and tech-savviness. If you're seeking a proactive team player who takes full ownership of client success and consistently exceeds expectations — let's talk.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Customer Success / Onboarding Specialist

HelloNote
01.2023 - Current
  • - Spearheaded end-to-end onboarding for new healthcare clients, reducing time-to-value by 40%.
  • - Built long-lasting relationships with providers and administrators, earning a 95%+ CSAT score.
  • - Acted as a trusted advisor, guiding users through HelloNote’s EMR features and integrations.
  • - Partnered with internal teams to escalate and resolve high-impact issues efficiently.
  • - Drove successful upsell initiatives linked to third-party tools (e.g., CardConnect, HEP), unlocking new revenue.
  • - Managed VIP accounts and transitions, minimizing churn and maximizing retention.

Customer Support & Relationship Manager

Healthcare SaaS Company
01.2021 - 01.2022
  • - Delivered world-class support to a global customer base, resolving 30+ tickets daily.
  • - Initiated usage reviews and proactive outreach that led to 20% improvement in feature adoption.
  • - Authored SOPs and training guides that boosted internal onboarding speed by 50%.
  • - Recognized for outstanding empathy and problem-solving by clients and team leads alike.

Education

M.D. - Medicine

DNMU
Ukraine

Skills

  • Customer Lifecycle Management
  • SaaS Client Onboarding & Retention
  • EMR Systems (HelloNote Expert)
  • Zendesk, HubSpot, Trello Proficiency
  • Upselling & Revenue Enablement
  • Remote Customer Engagement
  • Cross-Functional Collaboration
  • SOP Development & Knowledge Base Creation
  • Virtual Training & Support
  • Strategic Account Management

Certification

  • - The Complete Project Management Course – 20 PDUs – Udemy (2024)
  • - Customer Success Manager Certification – In Progress

Additional Information

- Fluent in English | Strong Communication Skills

Timeline

Customer Success / Onboarding Specialist

HelloNote
01.2023 - Current

Customer Support & Relationship Manager

Healthcare SaaS Company
01.2021 - 01.2022

M.D. - Medicine

DNMU

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