Cynthia Ndeche

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Senior Customer Success Manager - EMEA

CognaLearn,

Jan 2023 - Current (2 years 5 months)

• Portfolio management of 350+ enterprise accounts totalling 1.4M ARR, boosting revenue retention by 20% in year 1. • Conduct account QBRs and identify expansion opportunities which resulted in 15% increase in upsells and 17% reduction in customer churn. • Develop customer-centric operational dashboards and feedback processes, resulting in 98% CSAT and NPS at 72 and an increase in team productivity.

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Institutional Customer Success Manager

Nansen

Oct 2021 - Sep 2022 (1 year)

● Managed client relationships with over 250 enterprise accounts resulting in 15% increase in revenue and product upsells in Q1 and Q2. ● Led over 450 customer account onboarding and collaborated on GTM campaigns, resulting in a 15% increase in client adoption rates and product understanding. ● As the first hire, built Hubspot and Salesforce dashboards, resulting in a 20% improvement in sales enablement materials and operational efficiency. ● Collaborated with Finance and Operation teams to streamline payment processes leading to improved renewal rates.

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Customer Onboarding Advisor

CognaLearn

Jul 2019 - Sep 2021 (2 years 3 months)

● Detailed onboarding for 600 B2B enterprise customers resulting in a 20% increase conversion rate of trial to paying customers and a 15% decrease in customer churn. ● Implemented 2 CRM software by building a support help center in Zendesk and a ticketing pipeline in Hubspot, reducing customer complaints by 22% and increasing ticket resolution time by 35% in Q4. ● Launched cross-functional initiatives with Product, Marketing and Sales teams, resulting in a steady 5% improvement in NPS and CSAT every quarter.

Account Manager (Supplier Relationship)

Mozio

Aug 2018 - Jun 2019 (11 months)

• Expanded territory coverage by leading supplier onboarding, integration and location mapping for over 100 customer accounts resulting in a 12% increase in revenue. • Improved customer satisfaction and reduced booking downtimes by 15% over 6 months by troubleshooting technical issues and limiting customer no-shows. • Introduced the Mozio widget to suppliers and led provider negotiations for price increase which resulted in a 20% increase in conversion rates and client booking.

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Project Manager;

The Mobile Library Project

Jan 2018 - Jan 2020 (2 years 1 month)

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Director of Operations;

Sanitary Aid Initiative Nigeria

Jan 2017 - Current (8 years 5 months)

Over 25 million naira raised, 43000 reusable pads donated to 3 1,000 women and girls. Team growth from 6 co-directors to 13 core team members and over 1000 volunteers across Nigeria.

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Product and Customer Operations Manager

SharpHire Global Limited

Sep 2014 - Aug 2018 (4 years)

• Managed the 2015 Elite Employee Quest team responsible for revamping over 4000 candidate resumes, creating 50+ pre-assessment tests with HRs and placing 100+ talents into organizations. • Supervised a 30+ CV writing team, automated the cv dashboards and implemented Intercom to improve customer support and respond to customer inquiries within 1 hour. • Created reporting dashboards to track customer service team metrics resulting in a 35% increase in CX operations and managed career fairs to drive marketing and sales by 15%.

Cynthia Ndeche

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Cynthia's likely patterns of behavior, thought, values, and emotion. Based on the HEXACO model, OCP instrument, and Torre’s own research.