Emmanuel Martins
@emmanuelmartins
Client Success Specialist focused on customer satisfaction and retention.
What I'm looking for
I am a Client Success Specialist with over 3 years of experience dedicated to driving customer satisfaction and retention through strategic client engagement and data-driven solutions. My expertise lies in managing diverse client portfolios and delivering measurable results using CRM platforms such as Basecamp, HubSpot, and Zendesk. I have a proven ability to understand customer goals and streamline onboarding processes, ensuring long-term client success and business growth.
In my current role at GrangerPR LLC, I manage a portfolio of over 5 client accounts across various industries, achieving a remarkable 96% client retention rate. I led onboarding sessions for new clients, successfully reducing onboarding time by 25% through a streamlined training process. My collaboration with product and support teams has resulted in an improved Net Promoter Score (NPS) from 68 to 82, showcasing my commitment to enhancing client satisfaction.
Previously, I worked at Consol Nigeria, where I implemented a customer feedback loop that informed product improvements and increased customer engagement by 30%. My experience as a Customer Service Representative at FairMoney Microfinance Bank further honed my skills in maintaining detailed CRM records, de-escalating high-stress situations, and educating customers on banking products, leading to a significant increase in digital platform adoption.
Experience
Work history, roles, and key accomplishments
Client Success Specialist
GrangerPR LLC.
Jan 2025 - Present (6 months)
Managed a portfolio of 5+ client accounts across different industries, achieving a 96% client retention rate. Led onboarding sessions for new clients, reducing onboarding time by 25% through a streamlined training process.
Customer Support
Consol Nigeria, Ltd.
Jan 2022 - Dec 2024 (2 years 11 months)
Implemented customer feedback loop that informed product improvements and increased customer engagement by 30%. Resolved customers’ issues in recharging their prepaid meter.
Customer Service Representative
FairMoney Microfinance Bank
Jan 2021 - Dec 2022 (1 year 11 months)
Maintained detailed CRM records and coordinated with sales to ensure a smooth post-sale transition. De-escalated high-stress situations with professionalism, reducing complaint escalation rates by 40% compared to team average.
Education
Degrees, certifications, and relevant coursework
University of Benin
Bachelor's degree, Unspecified
Obtained a Bachelor's degree from the University of Benin. This foundational education provided a strong academic background, preparing for future professional roles.
Auchi Polytechnic
National Diploma, Unspecified
Completed a National Diploma at Auchi Polytechnic. This program equipped with practical skills and theoretical knowledge relevant to the chosen field of study.
Tech stack
Software and tools used professionally
Availability
Location
Authorized to work in
Job categories
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