# Emmanuel Martins

Emmanuel Martins is a remote worker on Himalayas, Client Success Specialist at GrangerPR LLC., based in Nigeria.

Source: https://himalayas.app/@emmanuelmartins

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Client Success Specialist focused on customer satisfaction and retention.
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| Detail | Value |
| --- | --- |
| Availability | Open to opportunities |
| Location | Nigeria |
| Authorized to work in | Nigeria |
| Job categories | Customer Success Specialist, Customer Success Manager, Customer Support Specialist, Client Success Associate, Customer Success Representative, Customer Success Associate |
| Skills | Client Success, Customer Satisfaction, CRM Tools, Basecamp, HubSpot, Zendesk, Customer Support, Collaboration, Empathy, Time Management, Microsoft Teams |

## What I'm looking for

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I am looking for a role that fosters collaboration, values customer feedback, and offers opportunities for professional growth.
```

## About

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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.
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## Experience

### Client Success Specialist (current)

GrangerPR LLC.. Jan 2025 - Present

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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.
```

Skills: Basecamp, HubSpot, Zendesk, Client-Engagement, Data-Analysis, CRM-Platforms, Onboarding, Customer-Satisfaction

### Customer Support

Consol Nigeria, Ltd.. Jan 2022 - Dec 2024

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Implemented customer feedback loop that informed product improvements and increased customer engagement by 30%. Resolved customers’ issues in recharging their prepaid meter.
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Skills: Customer-Support, Customer-Engagement, Troubleshooting, Customer-Satisfaction

### Customer Service Representative

FairMoney Microfinance Bank. Jan 2021 - Dec 2022

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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.
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Skills: CRM, Customer-Education, Compliance, Customer-Service

## Education

### University of Benin

Bachelor's degree, Unspecified

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Obtained a Bachelor's degree from the University of Benin. This foundational education provided a strong academic background, preparing for future professional roles.
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### Auchi Polytechnic

National Diploma, Unspecified

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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

- Gmail
- Microsoft Teams
- Zendesk
- HubSpot
- Basecamp

To contact Emmanuel, message them from this profile with a Himalayas employer account: [Hire on Himalayas](https://himalayas.app/hire).

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