Timothy Okoli
Nairobi
Summary
A highly motivated and results-oriented customer success professional with over four years of experience in web3, fintech and EdTech customer relations, thriving in the dynamic environment of remote work and distributed teams. Adept at building and maintaining positive relationships, exceeding customer expectations, and contributing to business growth. Possesses a strong foundational knowledge of product management principles, and is eager to leverage them to enhance customer journeys and drive success. Highly adaptable and self-directed, I am accustomed to working with minimal supervision, and I continuously learn and evolve in my career.
Overview
4
4
years of professional experience
Work History
Customer Success Manager
Kotani Pay
Nairobi
04.2023 - 01.2025
- Managed customer accounts in the web3 and FinTech industries, providing exceptional support, and resolving inquiries effectively.
- Increased customer satisfaction by 30 percent through personalized communication, and proactive problem-solving.
- Assisted in onboarding new customers, ensuring smooth integration and understanding of the product/service.
- Utilized data analysis to identify customer needs and opportunities for improvement.
- Improved cross-departmental collaborations to enhance customer satisfaction.
- Built meaningful client relationships using a multi-channel approach.
- Coordinated customer surveys, and worked with analysts to uncover insights and trends.
- Proposed policy and process adjustments to improve customer experiences.
- Trained internal teams on meeting customer needs, and enhancing service experiences.
- Achieved 80 percent customer retention with concerted engagement.
- Measured customer satisfaction, and proposed solutions to bridge improvement gaps.
- Evaluated customer feedback and presented findings to stakeholders to improve retention strategy.
Customer Success Specialist
Opinow
Abuja
01.2022 - 05.2023
- Identified obstacles preventing customers from achieving their goals, and presented possible solutions.
- Adjusted campaigns to suit changing customer needs, maximizing satisfaction, and ROI.
- Advised operational teams on improving customer care, uplifting service standards, and achieving customer needs.
- Instilled feedback and insights into business strategy plans to improve customer experiences.
- Measured customer satisfaction, and steered policy and process updates to reflect and resolve problem areas.
- Monitored customer trends and highlighted opportunities to capitalize on weak spots.
- Brainstormed ideas with clients and stakeholders to maximize project potential.
Operations Manager/ Customer Success
Fuhlstack Inc
Lagos
01.2023 - 04.2023
- Minimized discrepancies by effectively training employees on best practices, policies, and procedures.
- Reduced costs and improved operations by analyzing processes and customer feedback.
- Managed and motivated high-performing teams for successful KPI attainment.
- Led the overall direction, coordination, and evaluation of department functions.
- Strategically scheduled and managed 12+ staff members, maintaining high-performing business operations
- Supervised daily operations, acting as the point of contact for any queries or obstacles.
- Tracked and reported on KPIs, investigating variances, and developing solutions to address bottlenecks or constraints.
- Implemented innovative strategies that reduced operating costs while maintaining high levels of customer satisfaction.
- Monitored and improved theefficiency of processes, team performance, and customer service.
- Implemented successful business strategies to increase revenue and target new markets.
- Connected with clients and developed strategies to achieve sales and customer service goals.
Project manager
Deltastack
Delaware
04.2022 - 04.2023
- Led daily stand-up meetings to ensure tasks were completed on time and communicated changes to stakeholders
- Conducted regular project reviews to ensure progress against objectives was on track
- Used project management tools and techniques for positive, successful outcomes
- Collaborated with the development team to ensure tasks were completed on time and met quality standards
- Delivered on projects' key objectives with agreed budgets, timelines, and standards
- Managed inter-departmental communication to ensure all team members were on the same page
- Led cross-functional teams in project completion, offering continuous guidance to proactively mitigate delays
- Managed workforce planning, compiling information for informed decision-making
Product manager
Ownage Fiditech LLC
Lagos
02.2021 - 06.2022
- Developed product documentation to communicate and align key components of upcoming features and products to internal teams
- Collaborated with sales, marketing and support teams to launch products on time and within budget
- Monitored market trends and competitor performance and analyzed gaps to update promotional strategies and maximize sales
- Championed customer experience throughout product development process
- Fostered cross-functional collaboration to drive innovation and efficiency
- Addressed challenges and mitigated risks proactively throughout product lifecycle
- Monitored and reported on KPIs, leveraging data for continuous improvement
- Collaborated with finance to develop robust business cases for product viability and profitability
- Managed product development cycle, prototyping designs and coordinating mass production
Customer success/ Socials (Intern)
Earnathon
Lagos
01.2021 - 04.2021
- Compiled and reviewed consumer data on patterns and preferences for marketing information
- Brainstormed ideas with clients and stakeholders to maximize project potential
- Wrote engaging, entertaining, and informative media scripts for different uses
- Conducted market research to understand customer base and enhance products
- Crafted campaigns using market understanding, consumer analysis, and advertising psychology
- Coordinated placements for television and radio, social media and print publication advertisements
- Networked with media and PR professionals to build campaign reach
- Developed marketing plans to support department strategies
- Maximized media coverage through tactical planning and communications
Event manager (Intern)
Cryptotvplus
Lagos
01.2021 - 04.2021
- Planned and efficiently organized activities, details, and timelines for large- and small-scale events
- Prepared, monitored, and maintained event budgets
- Created venue layouts that maximize space and increase profits
- Helped put together Blockchain and crypto-related events, including preparing event calendars and coordinating resources
- Understood event timelines and coordinated staff to meet required deadlines
- Identified opportunities for customer account growth to increase value and loyalty
- Delegated tasks to meet changing event demands, achieving agreed timings and maintaining professional standards
Education
Product management - Product Management
Udacity
California, United States06.2022
Bachelor of Education - English Language and Literature in English
UNIVERSITY of NIGERIA
Enugu11.2019
Skills
- Effective time management
- Microsoft Office
- Ability to work in a team
- Communication Skills
- Customer retention
- Communications
- Critical thinking
- Product Management
- Leadership
- Client relationship management
- CRM software
- Key accounts development
- KPI tracking
- Staff mentoring & leadership
- Cross-department collaboration
- Customer advocacy
- Cross-functional coordination
- Pipeline development
- Customer account management
- Research and due diligence
- Chat platforms
- Customer needs assessment
- Negotiation
- Technical proficiency
- Cross-functional team leadership
- Inter-department collaboration
- Customer Relationship Management
- Planning
- Writing
- Team leadership
- Event planning
- Market research
- Account Growth
- Management
- Operations
- Onboarding
- Customer service
- Customer Satisfaction
- Research
- Workforce planning
- Project Management
- Social media
- Relationship Management
- Customer experience
- Customer Success
- Coordinating
- Project coordination
- Collaboration
- Crypto/ web3
- Customer onboarding
Languages
Igbo
First Language
English
Proficient (C2)
C2
Affiliations
- Golfing
- Photography and filmmaking
- Travel
Timeline
Customer Success Manager
Kotani Pay
04.2023 - 01.2025
Operations Manager/ Customer Success
Fuhlstack Inc
01.2023 - 04.2023
Project manager
Deltastack
04.2022 - 04.2023
Customer Success Specialist
Opinow
01.2022 - 05.2023
Product manager
Ownage Fiditech LLC
02.2021 - 06.2022
Customer success/ Socials (Intern)
Earnathon
01.2021 - 04.2021
Event manager (Intern)
Cryptotvplus
01.2021 - 04.2021
Product management - Product Management
Udacity
Bachelor of Education - English Language and Literature in English
UNIVERSITY of NIGERIA
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