Patience Ayoola, Ccsm Email and Phone Number
Hello 👋 My name is PatienceI have 7+ years experience in customer success, account management, and customer retention across diverse industries like aviation, legal, entertainment, FinTech, and YC-backed companies in prominent African countries like Nigeria, Kenya, South Africa, and Zambia, I bring a hybrid of relationship-building skills, communication, emotional intelligence, strategic problem solving, project management, and business consulting skills to my role as a Customer Success Manager. I enjoy creating win-win situations where my customers get their desired outcomes, I have an excellent service experience, and my organisation experiences growth and increase in ARR.Relevant Skills ✨- Managing & communicating to various stakeholders- Process Optimization and Implementation- Customer Relationship Management- KPI and Metrics Report Generation- Communication and Presentation- Strategic Planning and Execution- Customer Analysis and Insights- Cross-Functional Collaboration- Industry and Trends Analysis- Team building & Leadership- Upselling and Cross-selling- Onboarding and Training- Voice of the Customer- Account Management - C-Level Engagement- Project Management- Customer Advocacy- Customer Retention- Customer Support - Product Adoption- Data Analysis𝗧𝗲𝗰𝗵 𝗦𝘁𝗮𝗰𝗸 💻- Google Analytics- Microsoft Office- Salesforce- Intercom- HubSpot- Zendesk- Airtable- Slack- JiraI am passionate about personal development. For me, Growth is the goal! I am on a journey to becoming the best version of myself and desire to take on as many people as possible. This was my “WHY” for starting a one-on-one mentoring programme for people in Customer Success and for those that intend to transition to Customer Success. A community for young professionals to spur one another to learn and grow, leveraging the principles of accountability and peer mentoring. One more thing, and this one also has my heart! I have a special love for the girl child. Last year, I founded Girl Time With Patience (GTWP), a dynamic platform that aims to empower the girl child for a brighter tomorrow. I particularly love mentoring young people, especially girls, and have had the privilege of serving 30+ teenagers in the last year. “Driving Growth and Success for Individuals and Businesses” is a great summary of what I do.Let’s chat! DM me or email @uhilipatience1@gmail.com 📩
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Head Of Customer SuccessLenco (Yc W22)Lagos, Nigeria
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Head Of Customer SuccessLenco (Yc W22) Jan 2024 - Present• Oversee a portfolio of 2000+ B2B Enterprise accounts, and manage all post-sales operations and teams (customer success, account management, customer support, technical implementations, and overall customer experience).• Drive a culture of customer success within the organization, ensuring that all employees understand the importance of customer satisfaction and retention.• Continuously seek out opportunities for innovation and improvement in our customer success practices to ensure we are always delivering value to our customers.• Structured team operations, managed hiring process, designed job descriptions and KPIs, provided leadership, team coaching, appraisals, and development.• Represent the company at industry events and conferences to build relationships with key stakeholders and promote our customer success initiatives.• Championed Voice of Customer (VOC) and customer loyalty / advocacy programs, resulting in 95% CSAT score and 25+ referrals Quarterly.• Provide regular updates and reports to senior management on the status of customer success initiatives and key metrics.• Rolled out effective customer communications, campaigns, and product webinars, in collaboration with marketing teams.• Monitor customer health metrics and use data to identify at-risk customers and develop strategies to mitigate churn.• Nurture relationships with high value and high touch enterprise accounts, and own the entire lifecycle post-sales.• Develop and implement a customer feedback process to gather insights and identify areas for improvement.• Implemented data analytics dashboards and reporting systems, providing valuable customer insights.• Increased renewal rate and achieved upsell of 50% of overall customer base.• Drove 30% growth in revenue month-on-month. -
Customer Success LeadLenco (Yc W22) Jan 2023 - Dec 2023Nigeria• Collaborate with cross-functional internal teams to optimize product and internal operations to improve customer experience (CX) and success, leveraging customer feedback and support data.• Manage a team of 5 post-sales Customer Account Managers responsible for driving successful onboarding, API Integrations, product adoption, renewals and expansion.• Onboarded and coached a team of 5 Account Managers on Product Knowledge, Account Management best practices and Customer Relationship Management (CRM).• Onboarded 300+ Customers and own the entire customer lifecycle post-sales; which includes channel implementation, support, renewals, EBRs and Expansion.• Monitors customer health and drive proactive measures to prevent churn and grow accounts, while ensuring maximum customer satisfaction.• Built customer relationships by 50% higher than the company’s average by providing consistent value and fostering customer loyalty.• Manage the introduction of new products, test them, and provide assistance to customers upon launch.• Increased the monthly customer acquisition rate by 50% through the advocacy of satisfied customers.• Oversee 1000+ accounts, and directly manage 100+ accounts (Business) with 110% NRR.• Act as the voice of the customer, collect customer feedback and close feedback loops.• Generated the highest revenue for the company at the end of the 2023 financial year.• Work closely with partners and VIP customers in maintaining excellent service.• Involved in the hiring process of A' players for junior customer success roles.• Identify, troubleshoot and proactively solve customer problems.
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Customer Success ExecutiveLenco (Yc W22) Oct 2022 - Dec 2022Nigeria• Successfully managed a portfolio of 100+ B2B SaaS clients, resulting in a 95% gross retention rate and contributing to a 10% increase in annual revenue.• Collaborate with cross-functional internal teams to optimize product and internal operations to improve customer experience (CX)• Streamlined onboarding, reducing time by 40% and contributing to a 20% increase in successful product adoption.• Developing trusted advisor relationships with key customer stakeholders and executive sponsors. • 20% faster issue resolution by enhancing internal teams' understanding of customer needs.
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Lead ConsultantMadamcs Jan 2024 - Present• Provide clarity to young professionals looking at transitioning into customer success.• Consult with B2B and SaaS startups and businesses on customer success strategies.• Develop a comprehensive customer success strategy that aligns with the clients’ overall business goals.• Drive initiatives to increase customer retention rates and reduce churn in clients' businesses.• Train the customer success team of the client company to ensure that they have the skills and resources needed to succeed.• Foster a customer-centric culture within the clients' team and across their organisation.• Establish key performance indicators (KPIs) for customer success for clients' businesses.• Explain programmes to drive product adoption in clients' companies.• Identify client customer success talent needs, conduct interviews, and onboard new hires.• Train church workers (greeters, ushers and protocols) on customer/church experience. -
Founder & ConvenerGirls Time With Patience Oct 2023 - PresentNigeriaWhen I am not doing customer success, you will catch me advocating for the girl child. I grew up being raised by a single parent (my mom), and she was very instrumental in my BEcoming. She taught me resilience, handwork, and dignity. My goal is to see that every girl child, regardless of their background or story, BEcomes. We have visited schools and hospitals, educating and nurturing teenage girls to have the right academic, career, business, emotional, and mental path. -
Customer Retention ExecutiveMultichoice Group Nov 2017 - Oct 2022Nigeria• Managed all feedback from clients and directed the feedback to the appropriate authority. • Contacted churn customers thereby increasing the revenue of the business.• Built sustainable trust with customers and my employers through an open and honest conversation.• Kept adequate records of customer’s interactions via mail.• Ensured customers have the best customer support.• Involved in customers purchasing decision. -
Customer Service RepresentativeRonald And Partners Consult Dec 2016 - Nov 2017Nigeria• Provided visitors with general assistance and kept track of clients tell.• Interacted with customers via phone calls, emails and chats.
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Customer Service Representative (Industrial Trainee)Nacho Aviance Oct 2015 - Nov 2016Nigeria• Analyzed import documents for incoming shipments, ensuring accuracy and compliance with standards. • Analyzed customs duty exemptions and free trade agreements to minimize the cost of imports where necessary.• Interacted with clearing and forwarding agents on compliance challenges and process improvement.• Maintained personal knowledge of the relevant import law and processes, tariffs and duties, licenses and restrictions.
Patience Ayoola, Ccsm Education Details
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Bestower International UniversityAccounting -
Yaba College Of TechnologyUpper Credit
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Federal Polytechnic, IlaroUpper Credit
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Olorunfunmi Senior Grammar SchoolAccounting
Frequently Asked Questions about Patience Ayoola, Ccsm
What company does Patience Ayoola, Ccsm work for?
Patience Ayoola, Ccsm works for Lenco (Yc W22)
What is Patience Ayoola, Ccsm's role at the current company?
Patience Ayoola, Ccsm's current role is Head of Customer Success.
What schools did Patience Ayoola, Ccsm attend?
Patience Ayoola, Ccsm attended Bestower International University, Yaba College Of Technology, Federal Polytechnic, Ilaro, Olorunfunmi Senior Grammar School.
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