Zendesk
Olanrewaju Adekunle
Customer Success Manager
Ibadan, Oyo State
Summary
Customer Success and Service Delivery professional with track record of driving customer satisfaction and optimizing service processes. Known for strong team collaboration, adaptability to changing needs, and delivering measurable results. Skilled in building client relationships, improving service delivery, and leading cross-functional teams to success. Dependable, results-driven, and focused on continuous improvement.
Overview
4
4
years of professional experience
7
7
years of post-secondary education
4
4
Certificate
Work History
Customer Success and Service Delivery Manager
Elite Realty Solutions
Alexandria, Virginia
12.2024 - Current
- Managed 200+ real estate agents, helping them leverage digital tools to improve client acquisition by 40%.
- Designed automated follow-up systems that increased appointment booking rates by 30%.
- Developed training programs on CRM usage, contract management, and market trends for agents.
- Implemented a referral program that boosted customer loyalty and repeat business by 25%.
- Worked closely with marketing teams to refine property listing strategies, leading to a 20% increase in closed deals.
Senior Customer Success Manager
Tradeshift
San Francisco, California
09.2023 - 10.2024
- Acted as the main point of contact for 70+ B2B fintech clients, ensuring compliance with financial regulations.
- Implemented proactive risk management strategies, reducing client account issues by 40%.
- Increased product adoption for digital payment solutions, contributing to a $1M increase in transaction volume.
- Created personalized engagement strategies for high-net-worth clients, boosting retention by 30%.
- Partnered with product teams to enhance security features based on user feedback, improving trust and satisfaction.
Senior Customer Success Manager
The Coin Shoppe
Toronto, Ontario
03.2022 - 04.2023
- Managed post-purchase relationships with 100+ eCommerce brands, optimizing their sales funnel performance.
- Increased client revenue by 35% on average through data-driven email & SMS marketing campaigns.
- Developed and implemented personalized customer engagement strategies, improving LTV by 25%.
- Led a cross-functional team to improve Shopify and WooCommerce integration support, enhancing user experience.
- Reduced churn rate by 20% by implementing proactive engagement strategies and in-depth analytics reports.
Customer Success Manager
ElafServiceDesk
Riyadh, Saudi Arabia
02.2021 - 02.2022
- Managed a portfolio of 50+ enterprise and mid-market clients, ensuring 95% retention and expansion.
- Led onboarding, training, and adoption strategies that increased product usage by 40% within six months.
- Developed data-driven QBRs, identifying upsell opportunities and increasing ARR by $500K in 12 months.
- Partnered with sales and product teams to improve customer feedback loops, leading to a 30% reduction in churn.
- Spearheaded automation of customer support workflows, reducing resolution time by 25%.
Education
Bachelor of Science - Economics
University of Ibadan
Ibadan, Oyo State, Nigeria 01.2017 - 12.2023
Skills
Client retention strategies
Customer satisfaction measurement
Sales support
Escalation management
Service level agreements
Performance metrics analysis
Customer service
Problem-solving
Time management
Handling escalations
Customer relations
Complaint resolution
Team building and leadership
Customer relationship management software (CRM)
Customer focused
Relationship building
Software
Gorgias
Freshdesk
WooCommerce
Shopify
Help Scout
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Advanced (C1)
Certification
Customer Success Manager
Work Preference
Work Type
Full TimePart TimeContract WorkGig WorkLocation Preference
RemoteImportant To Me
Company CultureTeam Building / Company RetreatsTimeline
Customer Success and Service Delivery Manager
Elite Realty Solutions
12.2024 - Current
Senior Customer Success Manager
Tradeshift
09.2023 - 10.2024
Senior Customer Success Manager
The Coin Shoppe
03.2022 - 04.2023
Customer Success Manager
01-2022
Customer Success Manager
ElafServiceDesk
02.2021 - 02.2022
Bachelor of Science - Economics
University of Ibadan
01.2017 - 12.2023