Titilope Abiodun
Summary
With over 5 years of experience in customer experience, retail pharmacy, team leadership, B2B client management, sales, marketing and product management in the commercial business and health-technology industry, I have been celebrated for an outstanding performance in Customer Management. Most recently, I led the customer success teams of a SaaS start up to develop, improve and establish an outstanding customer experience. In this role, I drove a customer centric and data driven decision making culture across internal stakeholders. I am looking forward to delivering value within a team through my depth of experience in customer management.
Overview
8
8
years of professional experience
Work History
Customer Success Lead
Field Intelligence Inc.
03.2023 - 05.2024
- Ensured 100% OTIF Data recording of Client interaction
- Provided support and guidance to clients while overseeing management of all registered accounts
- Proven ability to develop and implement creative solutions to complex problems.
- Developed strong organizational and communication skills through coursework and volunteer activities.
- Paid attention to detail while completing tasks.
- Collaborated with all teams ranging from Sales, marketing, product managers, Technical Support, Operators, Dev engineers and UI/Ux designers; providing constant client feedback for customer satisfaction improvement and analysis
- Increased revenue by 79% by developing the customer success and upsell project to onboard existent clients to the new service launched in 2023
- Engaged in constant upselling and expansion activities
- Led the Centralization of the Account management team functions which improved efficiency and customer coverage
- Drove a customer centric culture across senior leaders and functions utilizing insights from customer data
- Managed the recruitment and upselling of the entire Account management and Customer Success Teams.
- Used critical thinking to break down problems, evaluate solutions and make decisions.
Customer Success Manager
Field Intelligence Inc.
06.2021 - 03.2023
- Received inbound calls, emails and intercom messages across assigned region
- Leveraged data and analytics to make informed decisions and drive business improvements e.g Revenue increase by 20% within the first 6 months
- Led calls with Product managers, Marketing managers, UI/UX designers and Developers to optimize user experience based on customer feedback
- Averaged NPS score of 77% amongst customers
- Oversaw the management, retention and roll out of new benefit changes and initiatives across all Key Accounts under Shelf-Life subscription
- Initiated proactive engagement of Stakeholders in creating and promoting new access route to market strategies for products on our coverage
- Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
- Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.
- Established strong relationships with key customers, resulting in increased customer loyalty.
- Utilized customer feedback to inform changes and improvements to customer success plans.
- Assisted customers with onboarding and product setup to foster successful adoption and usage.
- Created customer support strategies to increase customer retention.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
Retail Pharmacist-Customer Experience
Havilah Pharmacy
01.2019 - 12.2019
- Achieved and maintained top customer satisfaction and retention by cultivating productive relationships with patients.
- Managed directory of all walk in and online clients to the pharmacy store
- Entered orders into database, verified insurance and prepared medications.
- Educated patients about possible drug interactions and gave special administration instructions.
- Taught patients how to use medical devices such as glucose meters and oximeters.
- Managed department budgets.
- Provided advice on health issues, symptoms, and medications.
- Managed drug and supply inventories.
- Effectively prioritized tasks and organized workflow to increase efficiency.
- Managed top customers accounts and order refills.
Hospital Pharmacist
Federal Medical Centre
11.2016 - 11.2017
- Provided outpatient pharmaceutical care services
- Encouraged patients' drug adherence and counseled on side effects and ADRs
- Worked as preceptor to provide practice-based instruction to students at pharmacy practice sites.
- Engaged in team work activities across the sub departments of the hospital pharmacy e.g Store, manufacturing and compounding, dispensary etc
- Led my team on ward round visits/checks to patients assigned.
Education
CCSM (Certified Customer Success Manager) -
SuccessCOACHING
11.2023
MINI-MBA -
Tekedia Institute
06.2020
Bachelor of Pharmacy -
OO University
01.2015
Skills
- Data analysis
- SaaS solutions
- Project Management
- Issue Tracking & Resolution
- Customer Relationship Management
- Customer Service Management
- MS office and Google Workspace
- Supply Chain and Operations
- Stakeholder Communication & Management
- Attention to details
- Friendly, Positive Attitude
- Analytical and Critical Thinking
Languages
English
Native or Bilingual
Timeline
Customer Success Lead
Field Intelligence Inc.
03.2023 - 05.2024
Customer Success Manager
Field Intelligence Inc.
06.2021 - 03.2023
Retail Pharmacist-Customer Experience
Havilah Pharmacy
01.2019 - 12.2019
Hospital Pharmacist
Federal Medical Centre
11.2016 - 11.2017
CCSM (Certified Customer Success Manager) -
SuccessCOACHING
MINI-MBA -
Tekedia Institute
Bachelor of Pharmacy -
OO University
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