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Maryjane Ihejirika

@maryjaneihejirika

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Customer Success Strategist with 6+ years of experience driving retention.

Nigeria

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What I'm looking for

I am looking for a role that values customer-centric strategies, offers opportunities for growth, and fosters a collaborative team environment.

I am a Customer Success Leader with over 6 years of experience in driving customer retention, scaling support operations, and optimizing onboarding processes across various sectors including healthcare, fintech, and logistics. My expertise lies in transforming reactive support into proactive strategies that enhance customer satisfaction, reduce churn, and boost lifetime value. I excel in managing high-volume remote workflows across global time zones, demonstrating deep proficiency in CRM tools such as HubSpot, Freshdesk, Intercom, and ZohoPlus.

Throughout my career, I have successfully spearheaded the onboarding of over 3,000 healthcare providers, streamlining credentialing and engagement processes to significantly reduce onboarding time. My role at Switch Care involved overseeing accurate timesheet processing and compliance audits, which enabled the company to deliver its largest payout ever. I am passionate about building scalable support systems and automating touchpoints, ensuring that new users become loyal advocates for the products they use.

Experience

Work history, roles, and key accomplishments

Current

Customer Success and Onboarding Specialist

Current

Switch Care

Jun 2024 - Present (1 year 5 months)

Spearheaded the onboarding of 3,000+ healthcare Providers across five U.S. states, streamlining credentialing and engagement processes to reduce onboarding time by 40%. Managed 50+ daily tickets via phone, email, and live chat using HubSpot and Dialpad, reducing first response time by 30% and improving satisfaction metrics.

HubSpot Dialpad Customer Onboarding Credentialing Customer Support Payroll Management

Territorial Customer Success Associate

Field Intelligence

May 2023 - Present (2 years 6 months)

Managed over 120 pharmacy accounts, boosting customer retention and satisfaction by tailoring onboarding and proactive support. Increased product adoption by 14% through feature custom education and hands-on walkthroughs, which in turn increased subscription to the Credit Plan and reduced churn rate.

Customer Retention Pro Product Adoption Customer Satisfaction

Customer Support Lead

LipaLater Group

Apr 2022 - Present (3 years 7 months)

Led onboarding for new users in the West African market, including KYC verification and vendor matching, ensuring smooth adoption despite infrastructure challenges. Analyzed daily and weekly credit disbursement data to evaluate credit usage trends, identifying underserved areas and customer churn patterns.

KYC Credit Disbursement Analysis Live Walkthrough Scripts

Customer Success Executive

Turbocart

Jun 2021 - Present (4 years 5 months)

Boosted lead-to-client conversion by 12% through persuasive outreach and CRM-led tracking. Shortened vendor onboarding by 10% by simplifying evaluation steps and documentation requirements.

Lead Conversion Vendor Onboarding Documentation Outreach Process Improvement

Customer Support / Order Fulfillment Officer

Azarai Jewelers

Dec 2018 - Present (6 years 11 months)

Managed over 70 daily support tickets across chat, email, and phone, decreasing average resolution time by 20%. Educated clients on luxury products and care policies, increasing repeat customer rate.

Customer Support Chat Support Email Support Phone Support Resolution Times Product Education Customer Retention

Education

Degrees, certifications, and relevant coursework

University of Benin

B.A. History and International Studies, History and International Studies

Studied History and International Studies at the University of Benin. Gained a comprehensive understanding of historical events and international relations.