Sheila User
@sheilauser1
I am an experienced customer success and business development professional in pharma and biotech.
KenyaWhat I'm looking for
I am a customer-focused, tech-savvy professional with over five years of experience driving client engagement, onboarding, and retention across pharma, biotech, and education sectors. I specialize in turning prospects into long-term clients through strategic outreach and attentive post-sale support.
At recent roles I led end-to-end B2B lead generation, managed CRMs like HubSpot, Zoho, and Salesforce, and executed multi-channel prospecting via cold calls, email, and LinkedIn Sales Navigator. I consistently exceeded targets, including Top Sales Performer recognition for 2023 and surpassing annual goals by 39%.
I deliver tailored onboarding and full-cycle customer support—via phone, email, and live chat—to resolve issues quickly and improve product adoption. I partner cross-functionally with marketing, operations, and training teams to optimize client outcomes and identify upsell and retention opportunities.
I bring strong communication, problem-solving, and stakeholder engagement skills, and I’m passionate about building value-driven partnerships that increase customer lifetime value and support scalable growth in pharma and biotech markets.
Experience
Work history, roles, and key accomplishments
Business Development Executive
Why Summits
Sep 2024 - Present (11 months)
Lead global lead generation and delegate acquisition for pharma and biotech conferences, managing CRM and outreach to secure high-profile delegates. Provide end-to-end customer support and onboarding, improving registration experience and identifying upsell opportunities.
Business Development Specialist
Symmetric
Nov 2021 - Sep 2024 (2 years 10 months)
Exceeded annual sales targets by 39% in 2023 and 30% in 2022 while leading end-to-end B2B lead generation, negotiation, and deal closure for pharmaceutical and biotech clients. Managed onboarding, client success, and CRM (HubSpot) to drive renewals and reduce churn.
Pharmacy Operations Executive
Pharmastreet Healthcare
Jan 2021 - Sep 2021 (8 months)
Managed daily pharmacy operations, procurement and inventory to prevent stockouts and optimize workflows. Delivered in-person and phone customer support and maintained accurate patient and supplier records to ensure compliance.
Student Affairs Associate
Africa Digital Media Institute
Feb 2019 - Jun 2020 (1 year 4 months)
Delivered student support services, organized industry exposure programs, and maintained student records to improve engagement and career readiness. Planned events and collaborated with faculty to align student programs with institutional objectives.
Education
Degrees, certifications, and relevant coursework
Google Digital Skills for Africa
Certificate, Digital Marketing
Completed the Fundamentals of Digital Marketing course through Google Digital Skills for Africa.
JTJomo Kenyatta University of Agriculture and Technology
Bachelor's Degree in Business Information Technology, Business Information Technology
Bachelor's degree in Business Information Technology from Jomo Kenyatta University of Agriculture and Technology.
Tech stack
Software and tools used professionally
Availability
Location
KenyaAuthorized to work in
Social media
Job categories
Skills
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