Eriel Onyebuagu

I've managed enterprise SaaS, fintech, and digital banking relationships, driving renewals, upsells, and expansion opportunities through data-led account management.

At Digital Witch Support Community, I own post-onboarding SaaS relationships, use AI tools to build health-scoring frameworks and personalised outreach, and translate client feedback into product and support improvements. I partner with technical, support, and product teams to resolve issues within SLA and identify growth opportunities early.

At First Bank Nigeria, I managed 60+ daily client relationships, achieved a 97% first-contact resolution rate, and resolved 90% of service requests within a two-hour SLA using HubSpot and Zendesk workflows. Across earlier digital and retail banking work, I sustained relationships across 5,000+ accounts and maintained 95% client satisfaction.

I've recovered a ₦67.5M/year healthcare account after a platform outage, built a live health-scoring model to reverse predicted churn, and led an executive business review that secured a two-year renewal and feature-module upsell. I bring an AI-first approach to helping customers achieve outcomes while turning account data into practical commercial recommendations.