Philip Edah
Calgary,Alberta
Summary
Strategic Business Analytics/Account Management and Customer Success professional with multi years experience in building relationships, Pursuing client success, cultivating partnerships, retaining top accounts and growing profit channels by establishing trust and unshakeable client advocacy
Persuasive and self-motivated with expertise in expanding network connections and persuasively introducing products. Well-versed in educating clients, implementing pricing strategies and driving territory development. High proficiency in Elicitation, Resource management, Strategy analysis, Implementation design and change management.
Overview
17
17
years of professional experience
Work History
Strategic Accounts/Senior Customer Success Manager
Quorum Information Technologies
Calgary, AB
09.2021 - Current
- Strategic management of Quorum's CRM, DMS(Dealership Management Systems), web-desking tools and business essential software for Auto industry dealerships, achieving above benchmark levels in account retention and KPIs in every quarter to date
- Partnered closely with adjacent teams to verify customer satisfaction throughout product lifecycle and drive continued growth with enterprise accounts.
- Drove customer escalations to resolution by engaging directly with clients.
- Developed and established new relationships to drive company growth.
- Supervised success team, operations and resources to deliver profitable growth.
- Oversaw key customer relationships to close strategic opportunities.
- Monitored KPIs to assess customer engagement.
- Negotiated short- and long-term contracts with sales associates, franchisees and customers.
- Gathered information on emerging industry trends from various sources and applied to work with product management teams.
- Managed resource allocations in conjunction with project and capability leaders.
- Communicated account status regularly and escalated business concerns to senior leadership team.
- Utilized available resources to orchestrate solutions for increased market share and bolstered profit margins.
- Nurtured professional relationships through personal client meetings and consistent check-ins.
- Oversaw key account relationships by gaining in-depth understanding of needs and interacting directly with key clients.
- Researched and discovered new sales opportunities to elevate revenue and market share.
- Headed negotiations to formulate and secure contracts across accounts.
- Devised direction for strategic accounts by crafting strategies based on market insights and competitive landscape.
- Developed KPIs and measured by conducting business reviews to track progress and assess client commitments against achievement.
- Provided underwriting for new accounts and maintained knowledge of new products and initiatives.
- Planned and led team meetings to review business results and communicate new and ongoing priorities.
Business Analyst/ Account Manager
Emerson
Calgary, AB
03.2019 - 07.2021
- Verified that financial processes and business planning initiatives aligned with performance improvements.
- Identified needs of customers promptly and efficiently.
- Business development roles included product and information dispersal responsibilities (Canada and US) as regards product sales and incentives .
- Managed customer and prospect information pipeline in CRM (Salesforce) for accuracy and relevance to business opportunities and networking.
- Analyzed and tracked data to prepare forecasts and identify trends.
- Gathered and organized data to analyze current industry trends.
- Managed timely flow of business intelligence information to users.
- Disseminated information regarding tools, reports or metadata enhancements.
- Assisted in SME capacity with creation and implementation of sales campaigns and revenue generation processes.
- Researched economic processing factors to determine best marketing and sales strategies ( Tableau, Excel analytics)
- Collaborated with other account executives to penetrate new accounts, identify potential customers and coordinate product demonstrations.
- Collaborated with internal marketing and design departments to complete assigned projects.
- Supported content creation for presentations, proposals and pitch materials.
- Evaluated and managed new strategic business opportunities.
- Assisted with identification and research of potential business opportunities.
- Produced internal reports to assist managers in identifying areas of success and forecasting areas for growth.
- Set up potential client contacts, cultivated relationships and followed through on service needs.
- Developed highly empathetic client relationships and earned company kudos for exceeding corporate goals i.e exceeding set KPI.
- Increased bottom-line profitability by growing customer base and capitalizing on upsell opportunities.
- Strategically devised customer approaches, meeting sales objectives and capitalizing on emerging opportunities.
- Identified or monitored current and potential customers using business intelligence tools.
- Collected business intelligence data from industry reports, public information or purchased sources.
Project Coordinator/Database Administrator
Murphy and Associates
Seattle, Washington
08.2018 - 12.2018
- Database management, Business analysis and development, implementation of marketing programs in line with organizational expectations and the provision of client/product information.
- Managed capacity planning, optimization/segmentation and allocation for primary database as well as first line security, maintenance, migration and performance monitoring.
- Managed in-house CRMs and project management systems as well as Salesforce and integrated Microsoft office systems as well as all users.
- Assisted with segmentation and placement processes so as to optimize sales and company awareness within targeted markets.
- Collected information by meeting with database architects and administrators to determine client system limitations for capacity and load for data processing projects.
- Partnered with project management teams on development of scope and timelines.
Project Coordinator/Business Analyst
Ford Atlantic
St John's, Newfoundland
06.2016 - 05.2018
- Roles included Formulation and dissemination of strategies and information concerning Finance and Insurance (F&I) practices, elicitation, collaboration and strategy analysis as well as solution evaluation responsibilities as pertains to all relevant stakeholders.
- Managed metrics and sales cycle optimization for territorial sales.
- Collaborated with regional and national stakeholders on strategic product allocation and positioning, implementation and coordination of marketing and sales processes.
- Managed all Client Relations Management (CRM) tools as regards after-sales care, projections and trends (Salesforce, CRM360, SAP, PBS, InFord etc).
- Part of marketing and implementation SME team that successfully positioned NL as the second highest Ford truck product proliferation market in Canada per capita (second only to Alberta).
- Acquired new business and drove revenue streams by providing cutting-edge services to clients.
- Drove new business development and client acquisition through cold calling, lead generation and exceptional service.
- Contacted customers about account or information issues, alerting clients of changes for excellent customer service.
- Identified bottlenecks in processes and implemented new and improved procedures and policies to ease friction and improve business process fluidity.
- Pinpointed inefficiencies in business processes and recommended improved policies.
Client Loyalty and Retention Coordinator/Team Manager
ICT
St John's, Newfoundland
04.2013 - 05.2016
- Client base retention, also planning, preparation and implementation of Loyalty (New, medium and long-term customer) reward schemes and incentives.
- Collaborated in strategic positioning of new and current product marketing, sales/ after sales care and any conflict resolution as concerned with process.
- Co-manages a team of L&R operatives and mentored as per expected metrics for success.
- Operations and metrics management for staff to align with business needs and company standards
- Developed process improvements and streamlined procedures to effectively resolve employee discrepancies.
- Supported executive decision-making by reporting on metrics and recommending actionable improvements.
- Diminished obstacles and saved time, spearheading special projects through effective emergency resolution.
- Developed processes and metrics that supported achievement of organization's business goals.
Quality Assurance/ Tech Support Analyst
Intuit Canada
Calgary, Alberta
09.2008 - 04.2016
InFordEdahrdEdah
- Quality assurance and technical support for ProFile tax support software (all commercial versions T1, T2, T3 and Form Creator).
- Resolution of all network and system interaction issues and systematic integration with any internal/in house system used by the client.
- Tax advice for professional Preparers as regards software form usage, new CRA (Canadian Revenue Agency) regulations and data input parameters.
- Support and quality assurance for Intuit T2IB (Incorporated Business software for small business) as regards installation/integration, use, completion/submission parameters.
- Was also part of inquiry response and development liaison with software development and improvement team.
- Business/Tax Change Response team in tandem with the CRA (Canada Revenue Agency) [FEB.
- 2002] – [APRIL 2008].
- Documented identified defects using Profile software and helped developers complete further testing and resolve issues.
- Reviewed configuration files, logs and sections of code to complete debugging and locate breakdown sources.
- Chosen as main corporate office contact, answering questions and resolving issues from customers and vendors.
Registrations and Business Practices Officer
United Kingdom Central Council
London, England, England
04.2007 - 05.2010
- Primary role: registering, updating and monitoring the validity of all Nurses Midwives and Health Visitors in the United Kingdom and N Ireland.
- Role also included extensive client services, escalations, troubleshooting.
- Complaint/conflict resolution, empathetic support.
- Participated in recruitment exercises and validation processes of foreign trained nurses.
- Coordinated training course for new employees.
- International recruitment/trade show platforming for the British healthcare workforce.
- Prepared ordinances, resolutions, and proclamations to be executed, recorded, archived and distributed.
- Demonstrated self-reliance by meeting and exceeding workflow needs.
Education
Associate of Science - Project Management
Cornell University
New York07.2022
BTEC - Business Analysis And Process Management
Southwark College
London, UK05-2011
Bachelor of Science - Economics And Business Management
University of Leicester
Leicester, United Kingdom06-2010
Skills
- Industry tested Business Analyst
- Multi faceted Client Success Manager
- Experienced Project Manager
- Highly experienced Account Manager
- Qualified and experienced Business practices Manager
- Saas sales and support
- Business Development Manager
- Conflict resolution
- CRM Technical support/ administration
- Change Manager
- Client Relations, Troubleshooting
- Database management, Validation
- Business process improvement
- Product management
- User acceptance testing
- Revenue development
- Data mining
- Forecasting and planning
- UX facilitation
- Data analytics
Interests
Activities , [Active member/volunteer of The Association for New Canadians, Certified Strength and Conditioning coach, Provincial certification in coaching (Soccer), Provincial associate coach, Soccer Newfoundland] 2
Timeline
Strategic Accounts/Senior Customer Success Manager
Quorum Information Technologies
09.2021 - Current
Business Analyst/ Account Manager
Emerson
03.2019 - 07.2021
Project Coordinator/Database Administrator
Murphy and Associates
08.2018 - 12.2018
Project Coordinator/Business Analyst
Ford Atlantic
06.2016 - 05.2018
Client Loyalty and Retention Coordinator/Team Manager
ICT
04.2013 - 05.2016
Quality Assurance/ Tech Support Analyst
Intuit Canada
09.2008 - 04.2016
Registrations and Business Practices Officer
United Kingdom Central Council
04.2007 - 05.2010
Associate of Science - Project Management
Cornell University
BTEC - Business Analysis And Process Management
Southwark College
Bachelor of Science - Economics And Business Management
University of Leicester