Angel Oketokun

Retention, Net Promoter Score, Expansion Strategy, Customer Satisfaction

• Established offboarding process aimed at identifying and categorizing churn reasons, devising wireframe to proactively detect issues and concerns before it escalates into significant sources of dissatisfaction.
• Achieved a 73% increase in product adoption of product (Customer Dashboard) among dormant customers by pinpointing client pain points and implementing process enhancements to elevate customer satisfaction levels.
• Teamed up with the Sales, Marketing, and Support departments to develop comprehensive best practice walkthroughs, use cases, and case studies, fostering optimal utilization of products and services.
• Maintained a 0% churn rate across all locations by cultivating robust client relationships, and strategically aligning present and future business needs with product functionalities.
• Solely managed collections for data science program, elevating client enrollment and collections to 87% for offline training platforms and 95% for online training platforms.
• Orchestrated a series of review and feedback sessions for each client, identifying communication, onboarding, and planning gaps to establish a balanced product-service relationship while advocating for a KPI-driven success plan.
• Conducted Quarterly Business Reviews (QBRs) with clients, providing comprehensive assessments of performance, identifying opportunities for improvement, and collaboratively developing strategic plans to drive mutual success and business growth.

Engagement, Customer Relationship Management, Customer Success Analytics

• Orchestrated smooth customer onboarding and adoption processes, cultivating enduring relationships, and ensuring utmost satisfaction.
• Devised and oversaw accounts within the educational technology sector, each generating revenues surpassing Rs 400,000 consistently, thereby propelling customer success.
• Elevated success rate of product onboarding to over 90% through the implementation of strategic methodologies, identification of competitive landscape gaps, and optimization of customer product interactions.
• Oversaw a client portfolio of 350-400, commencing from post-implementation hyper-care phase by establishing metrics to gauge the impact of successful implementation throughout the entire customer lifecycle.
• Enhanced active customer base to approximately 80% by establishing a robust communication framework, facilitating renewed engagement, and heightened product utilization.
• Constructed a client tracking dashboard and assumed responsibility for delivering weekly reports to management, detailing trends in collections, feedback, churn rate, retention, and client reactivation.
• Assumed responsibility for delivering engaging and informative presentations on dashboard or tool onboarding procedures to clients, facilitating a smooth transition, and maximizing user adoption.

Senior Machine Learning Associate – Customer Support Analytics & Enablement.

Sep 2016 – Feb 2021.

- Acted as the customer insights bridge between Alexa users and internal ML systems, improving voice command success.
- Collaborated with internal support and product teams to resolve customer pain points and improve the experience.
- Developed a help dashboard for cross-functional teams, reducing system error rates from 30% to 12% in four months.
- Trained global teams (U.S., U.K., A.U., C.A.) on customer behavior trends and platform improvements.
- Provided direct support insights to product managers and QA teams to align Alexa's behavior with user expectations.
- Managed workflows while ensuring timely delivery for critical, user-facing features.