Open to opportunities

Almond Jack

@almondjack

Message

Customer Success and Account Management leader driving adoption and retention.

Nigeria

Message

What I'm looking for

I seek a remote-first role where I can manage enterprise accounts, drive adoption and retention, collaborate cross-functionally, and deliver measurable customer value while growing into broader strategic responsibilities.

I am a strategic Customer Success and Account Management professional with 10+ years supporting enterprise and mid-market customers across global, remote-first organisations. I focus on driving product adoption, improving customer health, and delivering long-term value through data-driven engagement.

I have managed complex portfolios, conducted structured business reviews, and partnered cross-functionally to resolve issues and optimize workflows. My background includes measurable commercial impact—growing deposits, improving risk asset performance, and exceeding acquisition targets in previous banking roles.

I bring strong CRM and reporting skills, remote portfolio management experience, and a customer-centric ethos that emphasizes proactive communication, stakeholder alignment, and continuous improvement.

Experience

Work history, roles, and key accomplishments

Current

Global Partnerships Associate

Current

Capital Placement (UK)

Jul 2024 - Present (1 year 8 months)

Manage and nurture a portfolio of global employer partners, driving adoption of internship and talent solutions through structured check-ins, business reviews, and cross-functional collaboration to improve retention and delivery.

Account Management Customer Onboarding CRM Stakeholder Engagement Customer Health Cross Functional Collaboration

Customer Experience Associate

ModSquad

Oct 2023 - Jul 2024 (9 months)

Supported global B2B and B2C customers across email, chat, ticketing, and phone channels, meeting SLA and quality benchmarks while identifying trends and collaborating with teams to improve customer experience.

Customer Support Zendesk Multichannel Support SLA Management Trend Analysis

Account Manager

Remote Rebellion

Nov 2023 - Feb 2024 (3 months)

Managed client accounts from onboarding through ongoing engagement, delivering tailored solutions, maintaining CRM accuracy, and conducting client reviews to anticipate risks and support retention.

Account Management Onboarding CRM Retention Process Optimization Stakeholder Management

Lead Generation Specialist

Compaira

Mar 2023 - Sep 2023 (6 months)

Supported B2B SaaS client growth through data-driven outreach, CRM management, performance tracking, and analysis of engagement trends to improve messaging and conversion.

Lead Generation B2B Sales CRM Outreach Data Analysis Pipeline Management

Account Manager

Access Bank PLC

Jul 2018 - Jul 2022 (4 years)

Managed and grew a high-value portfolio, contributing to a 90% increase in risk asset performance and 73% growth in deposits while exceeding POS merchant acquisition targets by 125%.

Relationship Management Portfolio Growth Sales CRM performance reporting

Sales & Service Officer

Access / Diamond Bank PLC

Jul 2016 - Jul 2018 (2 years)

Led and coached a 14-person sales team to exceed branch targets by 112%, supported customer onboarding and digital product adoption while balancing service quality and compliance.

Team Leadership Sales Coaching Customer Onboarding Digital Banking Compliance Customer Service

Customer Service Officer

Diamond Bank PLC

Dec 2013 - Jul 2016 (2 years 7 months)

Served as first point of contact for inquiries and complaints, using CRM and service desk tools to resolve issues, track trends, and improve CSAT and NPS scores while supporting cross-sell opportunities.

Customer Service CRM CSAT NPS Service Desk Consultative Selling