Open to opportunities

Karen Ugo

@karenugo

Customer Success & Post-Sales professional helping teams improve onboarding, retention, client communication, and operational flow.

Nigeria

Message

What I'm looking for

I am seeking impactful remote roles that foster collaboration and innovation.

I am a solution-driven Customer Success and Post-Sales professional with over 10 years of experience across customer service, business development, client relations, sales, public relations, and program management.

I help companies build stronger customer relationships after the sale by improving onboarding, communication, retention, account visibility, and service delivery. My background cuts across fintech, edtech, business support, and B2B relationship management, giving me a strong understanding of how to support customers, manage expectations, solve problems, and protect long-term business value.

I enjoy working with teams that care about customer experience, operational structure, and measurable outcomes. I am especially interested in remote roles in Customer Success, Account Management, Client Success, Program Management, and post-sales operations where I can help customers adopt products, realize value, and stay engaged.

Experience

Work history, roles, and key accomplishments

Business Support Manager

Payonus Limited

Jul 2023 - Jul 2024 (1 year)

• Liaised between clients and technical teams to translate issues, track resolution progress, and ensure timely outcomes aligned with service commitments.

• Implemented proactive communication workflows that directly improved client retention and satisfaction metrics.

Impact: Achieved 95% customer satisfaction score; improved client retention through proactive engagement.

Technical Liaison Client Communication Client Relationship Management Escalation Management Customer Engagement

Business Development Consultant

Curacel Systems Ltd.

Jan 2023 - May 2023 (4 months)

Developed effective sales strategies and cultivated long-term client relationships. Scheduled regular customer check-ins and expertly handled escalations, ensuring client satisfaction.

Sales Strategy Client Relationship Management Customer Check Ins Customer Escalation

Public Relations Officer

Gregory University, Uturu

Dec 2021 - Jan 2023 (1 year 1 month)

• Led institutional stakeholder communications, and public-facing engagement.

• Managed institutional events, and communication workflows involving students, parents, and staff.

• Coordinated complex institutional initiatives, clear messaging, relationship management, and cross-departmental
execution.

Impact: Increased student social engagement by 20%, and new scholars enrollment by 30%.

PR Strategy Social Media Management Content Writing Event Coordination Public Relations

Business Development / R/ship Mgt.

Omiti Engineering Ltd.

Jan 2019 - Oct 2021 (2 years 9 months)

• Managed B2B client accounts post-acquisition, maintaining long-term relationships and supporting ongoing service delivery.

• Conducted structured account reviews, identified expansion opportunities, and aligned client requirements with business
solutions.

Impact: Contributed to 25% growth in repeat business through sustained account relationship management.

Customer Engagement Business Strategy Deal Closing

Strategic Accounts Manager

Xtruct Systems Ltd.

Oct 2017 - Sep 2018 (11 months)

Built and maintained professional relationships with key accounts, fostering strong partnerships. Designed tailored solutions that addressed evolving customer needs, ensuring client satisfaction.

Key Account Management Relationship Building Solution Design Marketing Strategy

Customer Relations / Administrative Assistant

Mart Energy Services Ltd.

Jan 2008 - Jan 2011 (3 years)

Provided comprehensive support for administration, logistics, and client communication. Handled travel arrangements, scheduling, and event coordination, ensuring smooth operations.

Administrative Support Logistics Coordination Client Communication Event Coordination

Education

Degrees, certifications, and relevant coursework

University of Nigeria, Nsukka

Bachelor of Arts, Archaeology & English

1999 - 2005

Grade: 3.0

Activities and societies: Hon. Senator, representing the Faculty of Arts.

Earned a Bachelor of Arts degree with a dual focus on Archaeology and English. This interdisciplinary program helped me developed strong analytical, research, and communication skills, preparing me for diverse professional roles.