Open to opportunities

Chidinma Anyaegbu

@chidinmaanyaegbu

Customer-focused Technical Account Manager blending IT systems expertise and customer success to drive retention, NRR, and platform value.

Nigeria

Message

What I'm looking for

I’m looking to grow in a Technical Account Management / Customer Success role where I can improve customer health, prevent churn, optimize NRR, and translate complex mission-critical technology into measurable customer value.

I’m a customer-focused Technical Account Manager with over 15 years of experience spanning IT operations, subscriber management systems, and customer relationship leadership within Nigeria’s pay-television and telecommunications sector. I combine technical fluency—systems administration, conditional access platforms, and network infrastructure—with hands-on account and customer service leadership to help customers extract measurable, ongoing value.

At Communication Trends Nigerian Limited (CTL), I’ve served as the primary technical point of contact for the subscriber base, owning end-to-end lifecycle work across core subscriber-facing systems, including implementation, maintenance, upgrades, and troubleshooting. I led the Conditional Access System migration from CONAX to CONTEGO and implemented Simulcrypt across CAS platforms with minimal disruption, while also managing IT budgets, vendor relationships, and mentoring technical teams; I supervised network infrastructure supporting over 998,000 subscribers at peak.

Experience

Work history, roles, and key accomplishments

Current

CSM & TAM Professional Training

Current

Digital Witch Programme

Completed Customer Success Management and Technical Account Management training/practicum focused on account health assessment, churn-risk analysis, and customer success planning. Worked on RICE prioritisation and stakeholder management scenarios including objection handling and expectation management.

Customer Health Success Planning Stakeholder Management Objection Handling Expectation Management & Customer Success

Technical Account Manager / IT Manager

Communication Trends Nigerian Limited

Jan 2010 - Jan 2019 (9 years)

Served as primary technical point of contact for CTL’s subscriber base, managing platform stability and uptime across subscriber management and conditional access systems. Led migration of conditional access from CONAX to CONTEGO and implemented Simulcrypt, while owning lifecycle support for subscriber-facing systems and coordinating IT budgets, vendors, and staff training.

Conditional Access CONTEGO Simulcrypt Subscriber Management Systems Platform Uptime Network Administration IT Infrastructure Management Firewall Administration Server Administration Vendor Management Budgeting Troubleshooting Stakeholder Management

Customer Service Manager

Trend Media Center

Jan 2007 - Jan 2010 (3 years)

Managed customer relationships and service delivery across 12 branch locations, overseeing call centre supervisors and agents to maintain customer satisfaction. Coordinated cross-branch communication and used customer feedback trends to resolve recurring pain points.

Customer Relationship Management Call Center Leadership Customer Satisfaction Customer Feedback Analysis Voice Of Customer (VoC)

Head Customer Service Supervisor

Communication Trends Nig Ltd

Jan 2006 - Jan 2007 (1 year)

Directed a 10-agent call centre handling 300+ customer calls daily, developing CRM processes and resolving high-priority customer issues. Built early expertise in difficult conversation management and objection handling.

Call Center Supervision Objection Handling High Priority Support

Branch Manager

Communication Trends Nig Ltd

Jan 2005 - Jan 2006 (1 year)

Managed full branch operations including staffing, training, purchasing, billing, and customer relations with accountability for local customer satisfaction and retention.

Branch Operations Management Staffing Training Purchasing Billing Customer Relations Customer Retention

Technical Support

Communication Trends Nig Ltd

Jan 2004 - Jan 2005 (1 year)

Provided VSAT and LAN support and performed DTH network troubleshooting, combining hands-on technical problem-solving with direct customer interaction.

LAN DTH Troubleshooting Network Troubleshooting

Consulting Engineer

Netlinks Systems Ltd

Jan 2003 - Jan 2004 (1 year)

Served as an ICT consultant for CHOGM 2003, coordinating telecommunications installations and interconnectivity across GSM, NITEL, and wireless operators. Provided support for a high-visibility, high-stakes telecommunications engagement.

Interconnectivity Coordination Wireless ICT Consulting