Emmanuel Martins

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.