Precious Bababusuyi

Experience

• 

  Bronston Canadian Academy

  Aug 2019 - Sept 2021

  Customer Success Specialist

  -Led proactive goals sessions with senior customers to enhance their understanding of the product, achieving a 25% year-on-year increase in customer satisfaction. -Designed and delivered customer service training for over 40 representatives, contributing to a 10% decline in customer complaints. -Presented actionable plans to cross-functional teams to ensure customer satisfaction.-Built and maintained strong relationships with key customers, which led to an increase in customer loyalty and a 40% reduction in customer churn. -Automated customer experience reporting, resulting in a 8% cost savings on customer satisfaction programs. Show less

• 

  Affirm

  Jun 2021 - Jun 2022

  Customer Success Specialist

  -Utilized KPIs like; customer health store, retention cost, and satisfaction rate to monitor customer contracts and usage data, ensuring any customer-related issues were addressed immediately and customer goals were met. -Lead onboarding sessions for new customers, ensuring a seamless transition and a positive first impression. -Provided ongoing support to customers, acting as a point of contact for any questions or issue post-onboarding. -Developed and maintained onboarding documentation, tutorials, and resources to assist customers in adopting the product and services. Show less

• 

  CoinSmart

  Jun 2022 - Jul 2023

  Customer Success Manager

  -Increase customer retention by 15% through creating and implementing a customer success strategy that identifies user needs, provides proactive customer service, and shares best practices with customers. - Conduct thorough customer success training programs through knowledge base articles resulting to 20% reduction in customer inquiries. - Streamline customer onboarding process, resulting in a 15% increase in customer engagement. - Build strong relationships with customers in assigned portfolio, resulting in a 90%retention rate, and a 20% increase from the previous year. Show less

• 

  Jobber

  Aug 2023 - now

  Customer Success Manager

  - Lead onboarding sessions for new users and companies, resulting in a 25% reduction in onboarding time and improved user adoption rates.- Act as a liaison between customers and product/technical teams, facilitating effective communication and collaboration to address customer needs and enhance product functionality.- Demonstrate strong communication skills, actively listening to customer feedback, consulting with customers to understand their pain points, and providing tailored solutions, resulting in a 30% decrease in customer churn.- Maintain a high level of reliability and professionalism, earning trust and loyalty from customers and contributing to Jobber's reputation as a trusted source of information and support in the SAAS industry.- Document all customer feedback and recommendations, providing valuable insights for product roadmap planning and strategic decision-making. Show less