About

Customer Success Management | Relationship Management | Product Adoption | Leveraging Opportunities | Mitigating Risks | Renewals and Upsells | Growing Revenue | Onboarding | Customer Retention | Reducing Churn

Skills

  • Customer Relationship Management (CRM)
    10
  • Customer success Management
    10
  • Renewals and Upsells
    10
  • Mitigating Risks
    10
  • Key Account Management
    10
  • Customer relationship building and retention
    10
  • Customer Onboarding and Training
    10
  • English
    10

Experience

Mark Brian

Work experience
  • Driving Customer Success & Campaign Upliftment: Increased customer satisfaction and loyalty by 20% through strategic campaigns, personalized engagement, and value-driven initiatives tailored to customer needs.
  • Unlocking Upsell Opportunities: Achieved 25% revenue growth per customer by identifying upsell opportunities and delivering targeted solutions that aligned with customer goals and business priorities.
  • Excellence in Account Management: Strengthened partnerships and maintained a 95% customer engagement rate by conducting regular on-site meetings and providing proactive, customized support.
  • Enhancing Product Adoption: Boosted product usage and adoption by 15% by addressing customer challenges and implementing tailored solutions that enhanced user experience and operational efficiency.
  • Customer Enablement & Empowerment: Increased customer teams’ proficiency by 25% through focused training and coaching programs, equipping them to leverage best practices and achieve product mastery.
  • Cross-Functional Collaboration: Collaborated with internal stakeholders to deliver innovative solutions, driving a 30% improvement in overall product satisfaction and effectiveness.
  • Retention Strategy Leadership: Designed and implemented cross-channel retention campaigns, improving customer retention by 20% while ensuring consistent engagement and value delivery.
  • Advocacy & Thought Leadership: Led initiatives to generate customer testimonials and case studies, achieving a 40% increase in impactful marketing assets that highlighted customer success stories.
  • Delivering Business Value: Increased business value for existing clients by 15% through strategic account management, the introduction of new solutions, and a focus on long-term growth opportunities.

Mark Brian

Work experience
  • January, 2022 - January, 2024
  • Fulltime
  • Hiring Process Expertise: I excel in providing comprehensive explanatory documentation that simplifies the intricacies of the hiring process on Oyster. I tackle ad-hoc questions swiftly and with precision, drawing from a wide array of sources to ensure customers receive the information they need.
  • Building Enduring Customer Relationships: I am skilled in nurturing enduring relationships with our customers, allowing me to gain deep insights into their specific needs within the Oyster platform.
  • Adherence to Best Practices: My commitment to excellence is underscored by my rigorous adherence to team processes and best practices, including the meticulous application of playbooks and leveraging our internal knowledge sources.
  • Quality Documentation: I take pride in ensuring that information required from customers is meticulously captured and processed with precision. This results in the creation of top-quality documentation that is accurate the first time it appears on the Oyster platform.
  • Data Integrity Champion: I play a crucial role in maintaining complete and accurate data on the Oyster platform. This data serves as the bedrock for a seamless employment experience for team members and a delightful, hassle-free experience for our valued customers.
  • Empowering Customers: I actively contribute to maintaining our customer self-service tools, allowing our customers to find solutions independently. I also play a vital role in enriching our internal knowledge sources and team processes, thereby enhancing our collective expertise.
  • Staying Current and Providing Feedback: I stay at the forefront of product releases and changes to our processes. By providing valuable feedback on the Oyster platform, I actively contribute to the enhancement of online workflows and an enriched customer experience.
  • Collaborative Excellence: I collaborate seamlessly with our Customer Support Team to craft a genuinely delightful experience for both customers and team members, ensuring their needs are met with utmost satisfaction.

Mark Brian

Work experience
  • Customer Success Manager at   Angaza
  • October, 2018 - January, 2022
  • Fulltime
  • Strategic Account Management: With a portfolio spanning over 80 diverse startup and mid-market accounts across Africa, Asia, and Latin America, I orchestrated the successful graduation of 25% of startup accounts into the coveted mid-market and enterprise categories, a testament to my strategic prowess.
  • Pricing Model Transition: I orchestrated the seamless transition of an impressive 87% of my customer base from an outdated bundled pricing model to a dynamic subscription-based pricing structure. My strategic conversations and value-selling approach not only addressed customer needs but significantly boosted company revenues.
  • Customer Retention Strategy: Through my well-crafted customer success strategy, I achieved an extraordinary 80% increase in customer retention, underscoring my ability to identify critical customer needs, implement tailored solutions, and foster enduring customer loyalty.
  • Data-Driven Engagement: I expertly led the collection, collation, and analysis of customer data, serving as the foundation for strategic playbook development. This approach resulted in target-driven, value-based engagements that resonated with our customers.
  • Growth and Upselling: I proactively identified and pursued growth opportunities, leading to a substantial increase in customer category graduations and revenues. This success was achieved through a well-executed customer retention and upsell program, primarily targeting non-enterprise customers.
  • Competitor Acquisition: Spearheading the acquisition of a significant platform competitor, I played a central role in adding a substantial customer base to our roster. By skillfully managing a pilot phase and delivering an exceptional customer experience, we secured a contract and executed seamless technical migrations.
  • Exceptional Negotiator: My exceptional negotiation skills were instrumental in securing major renewal and upsell deals, resulting in an astounding 1400% and 200% increase in fixed-fee contract value, marking a significant milestone in business growth and revenue achievement.

Mark Brian

Work experience
  • September, 2017 - September, 2018
  • Fulltime
  • Compelling Product Demonstrations: I conducted on-site product demonstrations, effectively showcasing features, addressing customer inquiries, and skillfully redirecting concerns towards the positive attributes of our offerings.
  • Pipeline Expansion: My efforts in lead generation bore fruit with a robust pipeline of opportunities, resulting in a remarkable 15% increase in successfully closed new business deals in uncharted markets.
  • Exceptional Customer Service: My customer-centric approach yielded exceptional results, with a customer satisfaction rate of 91% and a customer retention rate of 79%. These figures underscore my prowess in delivering outstanding customer service and building lasting relationships.
  • Product Feedback: I played a pivotal role in providing invaluable feedback and insights to our product team, leading to significant modifications and enhancements to existing product features. These changes directly contributed to increased customer satisfaction.
  • Thought Leadership: I seized the opportunity to lead and deliver impactful presentations on the capabilities of Mobile Cloud Services and Intelligent Bots at the prestigious Nairobi Innovation Week. These sessions not only raised awareness but also significantly bolstered brand recognition.
  • Empowering Startups: I led a dynamic Cloud Test Drive on Oracle Content and Experience Cloud Service at iHub Nairobi, providing startups in Kenya with hands-on experiences. This initiative resulted in the identification of several potential clients, enriching our company's reach.
  • Educational Webinars: My successful leadership in webinars on Blockchain and its applications illuminated attendees on the technology's potential benefits, potentially opening doors to new business opportunities. I also conducted webinars on modernizing security, imparting global security trends and the role of the cloud in enhancing security measures. These sessions empowered attendees with fresh knowledge to safeguard their businesses.

Mark Brian

Education
  • September, 2013 - February, 2016
  • Fulltime

Mark Brian

Education

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