Ekwutosi Okeh
@ekwutosiokeh
I improve retention through technical customer success, proactive outreach, and scalable onboarding.
NigeriaWhat I'm looking for
At Convert.com, I handle complex customer support and technical questions for an A/B testing platform, including live technical demo calls. I've increased retention by 35%, reduced churn by 20% through an early-warning system, and contributed to a 25% increase in expansion revenue.
I've also supported global clients at NexHealth through technical enablement, troubleshooting, live training, and webinars that translate engineering detail into practical customer answers.
Previously at InEvent, I led customer success as the team grew from 2 to 29 people, unified support across chat, email, video, and phone, and rebuilt onboarding to cut onboarding time by 40%. Customer-journey mapping helped raise customer satisfaction by 35% and Net Promoter Score by 15 points.
My background includes supporting more than 60,000 students at Digital Witch and resolving high-volume Microsoft Azure cases at Tek Experts. I treat every customer conversation as an opportunity to solve the immediate problem, prevent the next one, and share useful product feedback with internal teams.
Experience
Work history, roles, and key accomplishments
Handled technical enablement questions and troubleshooting for global clients remotely, translating engineering detail into customer-friendly answers. Supported distributed teams through live training sessions and webinars.
Customer Success Manager
Convert.com
Jun 2023 - Present (3 years 2 months)
Handled inbound support and technical questions, stepping in on complex cases and conducting live technical demo calls. Proactively reached out to customers, increasing retention by 35% and cutting churn by 20% through an early warning system.
Led escalated support cases across multiple channels, unifying customer experience. Mapped customer journey to improve satisfaction by 35% and NPS by 15 points, and rebuilt onboarding to cut time by 40%.
Trainer and Student Onboarding Manager
Digital Witch
May 2020 - Apr 2021 (11 months)
Supported over 60,000 students through onboarding and troubleshooting, achieving an 87% success rate. Implemented proactive follow-up system that lifted satisfaction by 35% and redesigned onboarding materials with curriculum team.
L2 Technical Support Engineer
Tek Experts
Aug 2018 - Apr 2020 (1 year 8 months)
Handled high-volume technical support tickets for Microsoft Azure customers, including Exchange Online, SharePoint, Teams, and OneDrive. Maintained 100% SLA compliance and reduced repeat queries by proactive education.
Education
Degrees, certifications, and relevant coursework
University of Nigeria, Nsukka
Bachelor of Education, Education
2010 - 2014
Bachelor of Education degree from the University of Nigeria, Nsukka, completed in 2014.
Tech stack
Software and tools used professionally
Availability
Location
NigeriaAuthorized to work in
Job categories
Skills
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