Franklyn Shuaibu
@franklynshuaibu
Strategic Customer Success Manager with a focus on product operations.
United KingdomWhat I'm looking for
As a Strategic Customer Success Manager, I bring extensive experience in enhancing customer satisfaction and driving product adoption. My proven track record includes optimizing user experiences and implementing data-driven strategies that have significantly increased revenue growth. I excel in collaborating with cross-functional teams and managing complex projects, ensuring that the voice of the customer is always prioritized.
Throughout my career, I have successfully managed portfolios with impressive retention rates and have been instrumental in deploying innovative solutions that reduce fraud and enhance operational efficiency. My ability to analyze data and derive actionable insights has led to substantial improvements in customer engagement and satisfaction. I am passionate about leveraging my skills to create impactful customer success strategies that align with business objectives.
Experience
Work history, roles, and key accomplishments
Project & Operations Manager
Nissi Homes
Feb 2023 - Present (2 years 5 months)
Designed an inventory system using Notion to track items owned by the charity, improving efficiency and reducing repeat purchases. Oversaw operations including budget management and logistics coordination, resulting in a 25% expansion.
Customer Success Manager/Product Operations Engineer
Boku Identity & Twilio
Jul 2021 - Nov 2022 (1 year 4 months)
Worked cross-functionally to deploy a User Identity Verification solution, reducing fraud by 27% and increasing ARR by 40%. Managed a portfolio of 40 customers with a 100% retention rate, exceeding quarterly targets.
Customer First Advisor
Shell Energy
Mar 2021 - Jul 2021 (4 months)
Reduced customer escalations by 15% through trend analysis and process improvements. Enhanced contact center productivity via strategic customer interaction management and quality control checks.
Customer Success Manager/Project Implementations Manager
BudPay & NitroSwitch Limited
Aug 2015 - Jan 2021 (5 years 5 months)
Developed customer success playbooks and managed a portfolio of 160+ accounts with a 98% retention rate. Established performance metrics for data-driven decision-making and coordinated marketing strategies to increase user acquisition.
Operations Support Analyst
Jumia Group
May 2013 - Sep 2015 (2 years 4 months)
Collaborated with logistics and partners to streamline supply chain processes, reducing delivery times by 15%. Assisted in organizing vendor engagement events and managed partner-related activities.
Education
Degrees, certifications, and relevant coursework
Nnamdi Azikiwe University
Bachelor of Technology (B.Tech), Physics-Electronics
GCGoogle Cloud
Certificate, Product Management
Completed a course on AI in Product Management, focusing on integrating AI technologies into product strategies and management.
MIMicrosoft
Certificate, Generative AI
Completed the Microsoft Career Essentials in Generative AI course, enhancing skills in AI applications for business.
Aha!
Certificate, Product Management
Earned a Product Management Professional Certificate, focusing on best practices in product management and strategy.
LinkedIn Learning
Certificate, Project Management
Completed a course on Microsoft Project, gaining skills in project management and planning.
Availability
Location
United KingdomAuthorized to work in
Job categories
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