Eman Osagie

Experience

• 

  Connections Csp Inc

  Sept 2015 - Jun 2017

  Social Worker

  Worked as part of an Assertive Community Treatment (ACT) team, supporting over 150+ clients with comprehensive services.Served as a client advocate, assisting with resume building, interview preparation, daily living skills, and budgeting, with a focus on employment placement.Provided supportive counseling to help clients manage mental, behavioral, and emotional challenges.

• 

  Place of Hope, Inc.

  Sept 2017 - Jan 2021

  Administrative Director

  Secured $25,000 in grants to cover operational costs and expand services.Established a formal internship program in partnership with Clayton State University.Formed strategic partnerships with local and national organizations to enhance clinic services.Recruited providers, nurses, and volunteer medical professionals to meet operational needs.

• 

  Double the Donation

  Jan 2018 - now

  Oversee a team of 18 members (onboarding specialists, customer support, and customer success specialists) both internationally and domestically, driving performance that resulted in a 20% increase in upsells and cross-sells.Built and developed the department structure, interviewed and hired team members, and ran 1:1s to coach, mentor, and strategize team accounts.Conduct pipeline reviews, performance reviews, and provide ongoing mentorship to enhance team effectiveness.Manage renewal and expansion processes, resulting in a 90% retention rate, a 15% increase from the previous year.Led a strategic initiative that reduced churn by 15% and secured key accounts by designing a comprehensive customer journey from onboarding to retention and renewal.Create and manage the customer engagement plan, resulting in a 50% increase in customer satisfaction ratings.Developed a customer engagement strategy that led to a 10-point NPS increase within 12 months. Vis mindre Managed a portfolio of 100+ enterprise clients, delivering a high level of service, resulting in a 98% customer satisfaction rating.Designed and delivered engaging customer success presentations to key stakeholders, leading to a 25% increase in customer engagement.Conducted thorough customer success training programs, achieving a 35% reduction in customer inquiries.Launched a targeted educational webinar series, attracting over 1,000 attendees, which decreased time to value for customers by 25%.Streamlined the customer onboarding process, reducing customer support tickets by 40% and increasing customer engagement by 13%.Led Quarterly Business Reviews for clients, providing metrics, developing success plans, and sharing best practices for onboarding and retention. Vis mindre

  • Manager of Customer Success

    Jan 2021 - now

  • Senior Client Success Specialist

    Jan 2019 - Jan 2021

  • Onboarding Specialist

    Jan 2018 - Jan 2019