John Onikute
Birmingham, England,United Kingdom
Summary
Account Manager with 9+ years’ experience in the sector, managing large client portfolios across utilities and telecoms. Experienced in supporting clients from pre sales through to delivery and ongoing account management, ensuring strong service and long term value.
Skilled in building stakeholder relationships, leading onboarding, and growing accounts by identifying opportunities and improving how services and platforms such as TRACE and Kiveev are used. Known for simplifying complex information, resolving issues effectively, and delivering consistent, reliable outcomes for clients.
Overview
9
9
years of professional experience
3
3
years of post-secondary education
Work history
Account Manager
ZTP
London, United Kingdom
2024.06 - 2026.04
- Partner with Business Development Managers during pre sales, supporting tenders and helping shape solutions that fit what the client actually needs and what we can deliver.
- Manage a portfolio of 7 enterprise clients across utilities, telecoms, and TPIs, including both software (TRACE and Kiveev) and service based accounts.
- Own the full client journey from pre sales through onboarding, delivery, and ongoing growth, making sure we stay aligned to what each client is trying to achieve.
- Lead onboarding and transitions from sales, making sure everything lands smoothly and clients see value early on.
- Oversee day to day service delivery, working with internal teams to keep things running well, resolve issues quickly, and keep clients satisfied.
- Run regular Quarterly Business Reviews, sharing performance updates, showing the value of what we deliver, and spotting opportunities to grow the account.
- Drive adoption and training of TRACE and Kiveev, supporting clients to get the most out of the platforms and identifying opportunities to expand usage where it makes sense.
- Act as a main point of contact for clients, building strong relationships and feeding back what they need to improve both service and platform performance.
- Spot and support opportunities to grow existing accounts, working with BDMs on commercial conversations and helping to retain and expand revenue.
Internal Prepayment Manager
Shell Energy
Coventry, United Kingdom
2022.06 - 2024.05
- Led internal prepayment operations with a focus on improving customer outcomes, reducing revenue risk, and strengthening retention across PAYG portfolios.
- Acted as the key link between internal teams and third party partners, managing relationships and supporting the supply and upsell of smart metering solutions including IHDs and thermal devices.
- Managed PAYG accounts and strengthened client relationships, improving service reliability, customer satisfaction, and supporting revenue retention.
- Developed PAYG service options that improved operational efficiency, increased customer value, and enhanced overall account performance.
- Directed cross functional investigations to resolve complex issues, restore account accuracy, and protect revenue and customer trust.
PAYG Manager
Shell Energy
Coventry, United Kingdom
2021.01 - 2022.06
- Led PAYG strategy across a large customer base, focusing on improving service offering, increasing competitiveness, and supporting new business growth.
- Contributed to the development and positioning of PAYG products, using customer insights and market trends to support competitive offerings and new client acquisition.
- Identified opportunities to enhance PAYG services, contributing to propositions that supported client acquisition and expansion.
- Used customer insights and performance data to influence service design, improving customer value and strengthening retention.
- Collaborated with cross functional teams to align operational delivery with commercial objectives, ensuring scalable and competitive PAYG solutions.
Customer Service Manager (Broadband)
First Utility
Coventry, United Kingdom
2019.07 - 2021.01
- Mentored new hires through structured onboarding and shadowing, shortening ramp up time and improving team reliability.
- Analysed call patterns and complaint themes to redesign routing logic, producing more accurate skill-based assignments and consistent service.
- Implemented an SLA tracking dashboard to monitor response benchmarks, enabling timely interventions and steady improvements in resolution speed.
- Coordinated weekly coaching sessions with frontline agents to strengthen conflict resolution skills and streamline case handoffs.
- Developed customer focused communication templates and scripts that clarified expectations, reduced follow ups, and improved perceived service quality.
Customer Service Specialist
First Utility
Coventry
2018.08 - 2019.07
- Resolved customer inquiries through clear troubleshooting and follow-up, reducing repeat contacts and improving satisfaction.
- Processed billing and account requests accurately, ensuring timely resolutions and compliant record keeping.
- Collaborated with cross-functional teams to escalate complex issues, improving consistency of resolutions and customer experience.
- Managed high volume account actions and maintained precise records to ensure compliance and timely customer outcomes.
- Maintained performance dashboards and trend reports to identify service gaps early and guide targeted corrective actions.
Sales Account Manager
TOYOLA PERSONNEL RECRUITMENTS LIMITED
Birmingham, United Kingdom
2017.06 - 2018.08
- Researched new business opportunities, handled customer queries, collaborated with Customer Service and Product Development to enhance the overall experience and built strong long term client relationships.
- Communicated quarterly progress to stakeholders, delegated tasks to team members and nurses, identified client needs to recommend suitable services and developed and implemented effective campaigns.
- Analysed account activity and feedback to identify churn risks, then instituted targeted follow ups that led to measurable improvements in client engagement.
- Maintained accurate account records and tracked contractual milestones to prevent lapses, ensuring timely renewals and adherence to service terms.
- Acted as primary client advocate during escalations, coordinating resources and clarifying expectations to restore satisfaction and preserve long-term relationships.
- Streamlined onboarding workflows for new accounts to shorten ramp up time and improve early stage satisfaction, producing marked gains in retention momentum.
Education
Bachelor of Arts - BA - International Business
University of Kent
2014.01 - 2017.01
Skills
Account Management, Revenue Retention, Account Growth and Upselling, Stakeholder Management, Client Relationship Management, Client Onboarding, Service Delivery, KPI Management, Escalation Management, Commercial Awareness, Forecasting and Pipeline Management, Tender Support, CRM Management, Client Advocacy, Continuous Improvement, Communication, Fixed and Flexible Procurement
Websites
Timeline
Account Manager
ZTP
2024.06 - 2026.04
Internal Prepayment Manager
Shell Energy
2022.06 - 2024.05
PAYG Manager
Shell Energy
2021.01 - 2022.06
Customer Service Manager (Broadband)
First Utility
2019.07 - 2021.01
Customer Service Specialist
First Utility
2018.08 - 2019.07
Sales Account Manager
TOYOLA PERSONNEL RECRUITMENTS LIMITED
2017.06 - 2018.08
Bachelor of Arts - BA - International Business
University of Kent
2014.01 - 2017.01