Open to opportunities

Mary Itodo

@maryitodo

Message

Customer-focused Support Manager driving retention through CRM, AI tools, and data-driven processes.

Nigeria

Message

What I'm looking for

I am seeking a customer-success or support leadership role where I can implement CRM and AI-driven workflows, mentor teams, and drive measurable improvements in retention and satisfaction.

I am a customer-focused Support Manager with experience leading support and customer-success teams across Nigeria, Ghana, and the UK. I design and launch training programs, implement CRM systems, and optimize workflows to improve customer experiences.

At TechSkill UK I designed and managed training programs in AI Product Management, Data Analysis, and Agile Project Management, implemented Salesforce CRM, and reduced complaints by 40% through revised call scripts. I oversaw a portfolio of more than 150 clients and used tools like HeyGen, Cloudinary, and Sanity to streamline content management.

Previously, I coordinated sponsored data analytics training with Blossom Academy, implemented CRM solutions to boost retention, and facilitated graduate placements into fintech and healthcare organizations. I also led editorial teams and content strategy at Tech Steroid, managing 15+ writers and improving SEO-driven traffic.

I bring a blend of technical support, CRM administration, AI tooling, stakeholder engagement, and program management. I am passionate about building efficient support strategies, mentoring teams, and using data-driven insights to increase customer satisfaction and retention.

Experience

Work history, roles, and key accomplishments

Current

Business Manager

Current

TechSkill UK

Aug 2023 - Present (2 years 2 months)

Designed, launched, and managed training programs (AI Product Management, Data Analysis, Agile) while implementing Salesforce CRM and reducing customer complaints by 40% through revised call scripts; oversaw a portfolio of 150+ clients and improved retention via proactive engagement.

Customer Success Salesforce Heygen Cloudinary Sanity Training Delivery Client Relationship Management

Lead Editor

Tech Steroid

Jan 2020 - Dec 2021 (1 year 11 months)

Directed a team of 15+ writers, managed editorial calendar and content lifecycle, implemented SEO best practices to grow organic traffic, and provided coaching to improve content quality and deadlines adherence.

Editorial Management Content Strategy SEO Team Leadership Editorial Calendar Performance Monitoring Content Production

Business Development & Programs Associate

Rise Networks

Jan 2020 - Dec 2021 (1 year 11 months)

Managed customer queries and digital transformation initiatives, resolved an average of 350+ inquiries, contributed to an 8% sales increase via improved lead generation and sales tracking, and reduced training duration from eight to five weeks.

Customer Support Digital Transformation Lead Generation Google Analytics Conflict Resolution Sales Support

Program Manager

Blossom Academy

Jan 2019 - Dec 2020 (1 year 11 months)

Coordinated and supervised sponsored data analytics training, implemented CRM solutions to improve retention, established workflow processes, and facilitated graduate placements into internships and full-time roles.

Program Management Customer Success CRM Workflow Optimization Data Collection Stakeholder Management