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
UkraineSkills
- 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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