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Amalu Maria Innocent

@amalumariainnocent

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Proactive customer success specialist with 6 years of experience.

United Kingdom

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What I'm looking for

I am looking for a role that fosters collaboration, encourages professional growth, and allows me to make a significant impact on customer success.

I am a proactive and customer-centric specialist with over six years of experience in Customer Success, Onboarding, Enablement, and Training Delivery within the SaaS and healthcare domains. My expertise lies in designing and delivering scalable onboarding programs, building strong client relationships, and driving the adoption of digital platforms. I thrive in collaborative environments, managing accounts effectively, and turning feedback into actionable insights.

Currently, as a Customer Enablement Specialist at Hive HR, I pioneered the Enablement function, building processes and content from scratch. I successfully spearheaded the onboarding of over 40 enterprise clients within a year, ensuring 100% platform proficiency before go-live. My role involves continuous support for light-tier customers, where I deliver refresher training and best-practice workshops to enhance user adoption and satisfaction.

Previously, I worked as a Client Success Executive at Manas AI, where I improved AI model accuracy and raised customer satisfaction scores significantly. My experience also includes managing internal communications and training at Noora Group of Pharmacies, where I implemented strategies that boosted sales and improved employee performance. I am passionate about leveraging my skills to drive customer success and contribute to organizational growth.

Experience

Work history, roles, and key accomplishments

Current

Customer Enablement Specialist

Current

Hive HR

Jan 2024 - Present (1 year 8 months)

Pioneered Hive HR's Enablement function as the first dedicated specialist, building all processes, content, and tooling from scratch. Spearheaded end-to-end onboarding for 40+ enterprise clients in 12 months, designing four phased training programs that ensured 100% platform proficiency before go-live.

Customer Onboarding HubSpot Postman MongoDB Optimizely Sendgrid Jira Storylane Camtasia Canva Loom Excel Product Fruits

Client Success Executive

Manas AI

Jan 2021 - Present (4 years 8 months)

Created and deployed SOPs and QA checklists, ensuring 100% output accuracy and improving AI model accuracy from 76% to 95%. Developed a B2B lead-generation plan using LinkedIn Sales Navigator, generating 169 hot leads in 2 months.

Client Success SOP Development AI Model Accuracy Technical Troubleshooting LinkedIn Sales Navigator Lead Generation Reporting

Administration & Communications Executive

Noora Group of Pharmacies

Jul 2019 - Present (6 years 2 months)

Managed internal communications and information flow across 17 pharmacies and stakeholders. Streamlined employee training calendar and conducted sessions for 57 pharmacists and assistants, increasing average review rating by 1.7 stars in 6 months.

Internal Communications Marketing Campaigns Social Media Management CRM Inventory Management Sales Management

Analyst Trainee (Technical Writing)

Cognizant Technology Solutions

Aug 2016 - Present (9 years 1 month)

Created SOPs and user manuals for real-estate and accounting clients using MS Word, FrameMaker, and RoboHelp. Collaborated with clients and SMEs to gather application and process details, translating complex information into clear, user-friendly documentation.

Technical Writing SOP Development MS Word Adobe Storyline PowerPoint Instructional Design

Education

Degrees, certifications, and relevant coursework

Leeds University Business School

MSc International Marketing Management, International Marketing Management

Activities and societies: Finalist: LUBS Entrepreneurial Awards; MAD Camp Attendee; Rotaract & Commercial Awareness Societies

Completed a Master of Science in International Marketing Management. Was a finalist in the LUBS Entrepreneurial Awards and attended MAD Camp. Participated in Rotaract and Commercial Awareness Societies.