Minika Edem

Customer Success professional with years of experience managing customer relationships across fintech and financial services. Experienced in customer onboarding, product adoption, customer health management, renewals, issue resolution, and cross-functional collaboration to improve retention and long-term customer value. Passionate about helping customers achieve measurable outcomes through proactive engagement, data-driven decision-making, and trusted partnerships.

Client Success Manager at PalateHub (2025-01 – Present)

• Manage a portfolio of active merchant accounts, serving as the primary point of contact throughout the customer lifecycle.
• Conduct proactive customer check-ins to understand business objectives, monitor customer health, and identify adoption opportunities.
• Deliver onboarding, enablement sessions, and ongoing customer education to increase platform adoption and long-term success.
• Collaborate with Product, Sales, and Operations teams to resolve customer issues and improve the customer experience.
• Increased merchant engagement by 11% through structured onboarding and proactive customer success initiatives.
• Reduced repeat customer issues by 16% through improved customer education and process enhancements.
• Maintain detailed CRM records, customer health updates, and account documentation to ensure continuity of service.

Branch Manager at Access Bank Plc (2022-01 – 2025-01)

• Managed relationships with retail, SME, and commercial customers, acting as the primary escalation point for complex customer issues.
• Conducted regular customer engagement to understand business needs and recommend appropriate banking and digital solutions.
• Worked closely with Operations, Compliance, Credit, and Technology teams to resolve customer issues and improve service delivery.
• Led a team of over 20 employees, coaching staff to deliver exceptional customer experiences.
• Improved customer adoption of digital banking solutions through education and proactive engagement.
• Achieved 117% and 125% annual business performance targets while maintaining high customer service standards.

Relationship Manager at Access Bank Plc (2021-01 – 2022-12)

• Managed a portfolio of over 350 retail and SME customers, ensuring long-term relationship growth and customer satisfaction.
• Conducted regular account reviews to understand customer goals and recommend relevant financial solutions.
• Built trusted customer relationships through proactive communication and responsive service.
• Partnered with internal teams to resolve customer requests efficiently and improve customer outcomes.
• Used customer insights to identify engagement opportunities and maintain 80%+ portfolio retention.
• Achieved 180% deposit growth target while maintaining strong customer relationships.

Account Executive at Access Bank Plc (2015-01 – 2020-12)

• Managed customer relationships throughout the onboarding and account lifecycle.
• Educated customers on banking products, digital services, and self-service tools.
• Responded to customer enquiries and resolved service issues promptly.
• Maintained accurate CRM records and customer documentation.
• Achieved over 90% customer retention through proactive relationship management and consultative support.
• Exceeded 110% cross-selling target by identifying customer needs and recommending relevant solutions.

Bachelor of Science (B.Sc.) in Finance – University of Lagos