Summary
Overview
Work History
Education
Skills
Languages
Certification
Timeline
Generic

Mmeyeneabasi-Jasmine Umoren

Mississauga,ON

Summary

Dynamic Customer Success Manager with a proven track record at OFX, excelling in client onboarding and relationship management. Skilled in strategic account growth and metrics tracking, I leverage strong communication and cross-functional collaboration to enhance client satisfaction and drive revenue growth. Committed to delivering exceptional service and fostering long-term partnerships.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Customer Success Manager

OFX
09.2023 - Current
  • Lead seamless onboarding for new clients, ensuring timely implementation, accurate setup, and early adoption of solutions.
  • Own the end-to-end customer experience, from kickoff to ongoing relationship management, delivering white-glove service that enhances client satisfaction.
  • Build strong, lasting relationships with key stakeholders, promoting trust, transparency, and long-term partnership value.
  • Collaborate cross-functionally with Sales, Product, Compliance, and Operations to remove roadblocks and advocate for customer needs.
  • Promote the OFX value proposition through business reviews, insights reporting, and ongoing engagement strategies.
  • Use Salesforce to track client interactions, resolve support tickets, and document success plans.

Account Coordinator

Mogo Inc
08.2021 - 05.2023
  • Streamlined communication between clients and internal teams for seamless project execution.
  • Ensured timely response to client inquiries by maintaining open lines of communication through email correspondence or phone calls.
  • Maintained detailed records of account activities, ensuring accurate invoicing and budget tracking processes were in place.
  • Organized regular status meetings with clients to review project progress, address concerns, and align on future objectives.
  • Conducted thorough market research to identify new opportunities for account growth.
  • Escalated issues to appropriate channels as necessary.
  • Coordinated meetings, calls, and demos for 5-person account management team.

Customer Experience Associate

Basstel LTD
06.2019 - 07.2021
  • Employed active listening skills to accurately understand customer concerns and address them effectively.
  • Asked customers questions to determine, verify and solve common problems.
  • Implemented feedback from clients into actionable steps aimed at improving our products and services offering continually evolving experiences.
  • Worked diligently toward meeting or exceeding KPIs related to metrics such as average handle time, first call resolution, and overall customer satisfaction scores.
  • Collaborated with team members to develop effective strategies for enhancing the overall customer experience.
  • Assisted in training new employees on company policies, procedures, and best practices for delivering exceptional service.

Education

Diploma - Project Management & Business Administration

Centennial College
Toronto, ON
06-2023

Bachelor of Arts - Sociology

University of Manitoba
Winnipeg, MB
04-2019

Skills

  • Customer account management
  • Customer relationship building
  • Revenue growth
  • Customer Onboarding & Retention
  • Relationship & Stakeholder Management
  • Strategic Account Growth & Upselling
  • Client Success Planning & Journey Mapping
  • Metrics & KPI Tracking (Health Scores, CSAT)
  • Salesforce, JIRA, Confluence, Slack
  • Strong Communication & Presentation Skills
  • Cross-Functional Collaboration
  • Problem Solving & Systems Thinking

Languages

English
Native or Bilingual

Certification

  • CAPM – Certified Associate in Project Management, PMI
  • Google Project Management Certificate – Coursera

Timeline

Customer Success Manager

OFX
09.2023 - Current

Account Coordinator

Mogo Inc
08.2021 - 05.2023

Customer Experience Associate

Basstel LTD
06.2019 - 07.2021

Diploma - Project Management & Business Administration

Centennial College

Bachelor of Arts - Sociology

University of Manitoba

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Mmeyeneabasi-Jasmine Umoren