Nnamdi Anyanwu
Summary
Dedicated and results-driven Customer Success Manager with a decade worth of experience in the technology industry. Proven track record of building strong relationships with clients, driving customer satisfaction, and maximising retention rates. Skilled in understanding client needs, providing strategic guidance, and implementing solutions to meet and exceed customer expectations. Proficient in leveraging data analytics and customer feedback to identify opportunities for improvement and develop proactive strategies for customer success. Excellent communication, problem-solving, and leadership abilities with a passion for delivering exceptional customer experiences. Committed to driving business growth through fostering long-term partnerships and advocating for customer needs within the organisation.
Overview
10
10
years of professional experience
3
3
years of post-secondary education
Work history
Senior Customer Success Manager
Trustpilot
06.2023 - Current
- Increase sustainable proven value for both Customers and Trustpilot
- Achieving >95% renewal rate consistently and reduce churn
- Trained internal teams on meeting customer needs and enhancing service experiences.
- Establishing trusted relationships with customers & ensure overall satisfaction with Trustpilot products
- Providing premium client experience by understanding their business objectives and ensuring that Trustpilot delivers against them
- Track key performance metrics such as customer satisfaction, retention rates, and upsell/cross-sell opportunities, providing regular reports to management and stakeholders
- Develop strategies to retain customers and reduce churn, including conducting quarterly business reviews (QBRs) addressing concerns, and offering solutions to meet evolving needs
- Conduct training sessions and workshops to educate customers on product features, best practices, and industry trends
- Provide leadership and guidance to junior Customer Success managers helping them develop their skills and achieve their retention targets
Customer Success Manager
Trustpilot
10.2021 - 06.2023
Customer Success Manager
Vuture
04.2020 - 10.2021
- Manage portfolio of 50+ mid-market and Enterprise clients) and expand relationships with key senior/ C-suite stakeholders.
- Understand client needs and help find ways to solve or simplify their pain points.
- Consistently hitting >100% of retention target every quarter
- Working closely with other internal teams such as Support, Development, and Implementation teams to deal with critical customer issues.
- Steered customer activity to meet business drivers and growth aims.
- Made growth-focused recommendations to increase account ROI.
- Drove customer experiences through targeted insights analysis.
Enterprise Business Development Representative
Vuture
04.2019 - 04.2020
Sales Development Representative
Reward Gateway
05.2015 - 04.2019
- Leading provider of employee engagement technology with the mission of making the world a better place to work by supporting businesses to drive their people strategies forward around employee benefits, recognition, communications and wellbeing.
- Identified and qualified new leads through multi-channel outreach, building robust pipeline.
- Used active listening and relationship-building skills to assess customer needs, build rapport and deliver viable solutions.
- Consistently hitting >100% of targets set such as discovery calls booked, discovery calls delivered and consultant qualified sales leads
- Leading coaching sessions to support SDR unit in developing their knowledge and skills to better carry out their roles
- Upheld brand values throughout sales process to differentiate company from competitors.
Business Development Executive
GlobalData
10.2014 - 05.2015
Education
BSc (Hons) Human Biology and Mathematics -
University of Hertfordshire
01.2011 - 01.2014
Skills
- Customer Relationship Management (CRM) Software
- Data Analysis and Reporting
- Project Management
- Customer Onboarding
- Customer Retention Strategies
- Cross-functional Collaboration
- Customer Success Metrics and KPIs
- Technical Troubleshooting
- Leadership
- Upselling/Cross-selling
- Customer demographics understanding
- Client communication
Affiliations
- Travelling
- Fashion Styling
- Lacrosse
- Musicals/Cinema
Accomplishments
- Consistently exceeded upselling and cross-selling targets, achieving 107%+ in client retention and upsell revenue year on year since FY21
- Spearheaded an initiative to identify and adapt plans to meet evolving customer needs, resulting in a 10% increase to customer retention rates and an overall decrease in churn risk over the last two years.
- Co-led a team of CSMs to win the ‘Team of the Year' accolade for improving retention rates and increasing upsell opportunities.
References
References available upon request.
Timeline
Senior Customer Success Manager
Trustpilot
06.2023 - Current
Customer Success Manager
Trustpilot
10.2021 - 06.2023
Customer Success Manager
Vuture
04.2020 - 10.2021
Enterprise Business Development Representative
Vuture
04.2019 - 04.2020
Sales Development Representative
Reward Gateway
05.2015 - 04.2019
Business Development Executive
GlobalData
10.2014 - 05.2015
BSc (Hons) Human Biology and Mathematics -
University of Hertfordshire
01.2011 - 01.2014
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