Nkiru Ikokwu

Experienced business and customer transformation professional with 19+ years of experience across customer operations, customer success, enterprise technology, service delivery, business growth and stakeholder management. Experienced in working with CIOs, CISOs, IT leaders, customers, sales teams, technical teams and OEM partners to understand business needs, identify improvement opportunities, align solutions with operational objectives and drive execution. Strong foundation in business analysis, requirements gathering, process improvement, customer journey optimisation, change adoption and performance improvement, supported by CBAP certification.

Brings a commercially grounded, customer-centric approach to business transformation and advisory work.

Customer Success Manager - PROXYNET COMMUNICATIONS LIMITED - Lagos

(2024-01)

Manage strategic enterprise client relationships, with responsibility for retention, solution adoption, business growth and long-term value realisation. Serve as a trusted business partner to CIOs, CISOs, IT leaders, internal teams and OEM partners, aligning enterprise technology solutions with customer business objectives. Engage stakeholders to understand business challenges, gather requirements, identify process and service improvement opportunities, and recommend appropriate solutions.

Coordinate

Sales, Technical, Delivery and OEM stakeholders to support solution implementation, service delivery, issue resolution and customer outcomes. Analyse customer feedback, account insights and service-performance information to identify improvements to offerings, processes and delivery models. Drive onboarding, user enablement and change-adoption initiatives to improve solution utilisation and customer outcomes. Monitor SLA performance, manage service risks and lead escalation resolution, maintaining stakeholder confidence across enterprise accounts. Support commercial engagements through executive presentations, proposal development, solution positioning and identification of upsell/cros

• Recovered ₦44M (60%) of a four-year outstanding payment from Glo through strategic stakeholder engagement and relationship management.
• Rebuilt the CIRC business relationship following a solution-alignment dispute by engaging key stakeholders and driving resolution.
• Expanded executive-level relationships with CIOs, CISOs and senior technology decision-makers across enterprise accounts.
• Independently generated participation from 20+ CIOs, CISOs and IT leaders for the organisation's first cybersecurity event.
• Conducted executive solution demonstrations and business engagements with WEMA Bank, GTBank, Zenith Bank and Stanbic Bank.
• Supported growth opportunities including AMCON (₦24M), Unified Payment Services (₦30M), UBA NOC implementation (₦100M+) and Heistec (₦60M).
• Partnered with Ouranos on a BeyondTrust security transformation project for MTN MoMo valued at approximately $74M, supporting stakeholder alignment and engagement.
• Positioned Proxynet for a BeyondTrust opportunity with NIBSS valued at over $100M, supporting stakeholder engagement and progression.
• Supported establishment of the Learning & Development function, contributing to structure, alignment and execution approach.
• Participated in design and delivery of internal training programmes focused on staff capability, service quality and customer engagement.
• Contributed to identifying team skill gaps and supporting training interventions to improve performance outcomes.

Customer Success Manager - OUTCSS SOLUTIONS NIGERIA LIMITED - Lagos

(2022-11 - 2024-12)

Managed customer success operations across enterprise accounts, aligning customer needs with service delivery, retention and growth objectives. Worked across Sales, Operations and Technical teams to improve delivery and resolve complex customer issues. Coordinated customer onboarding and engagement processes and conducted satisfaction reviews to identify improvement opportunities.

Supported account expansion, upselling and retention strategies while serving as escalation point for complex client issues.

• Improved MultiChoice contact-centre performance from 5–7% to 17% within two months and delivered the highest recorded productivity levels in the partnership.
• Supported Nigeria Breweries telesales training across three cities; designed an improved customer onboarding process and engagement framework; and established customer success and engagement structures.

Customer Experience & Creative Director - CAKES N LOAF BAKERY (CRUMBS AND CRUST BAKERY) - Lagos

(2013-01 - 2024-12)

Led customer experience and business operations across the customer lifecycle, from inquiry and consultation through delivery and post-service engagement. Designed customer-focused solutions and new product offerings based on customer needs and feedback. Led service-improvement initiatives and trained/support team members to improve service quality and customer satisfaction.

Customer Operations Consultant / Call Centre Consultant - VMOBILE NIGERIA LIMITED (ZAIN NIGERIA) - Lagos

(2006-01 - 2012-12)

Provided end-to-end customer support and resolved complex technical and service-related issues across multiple channels. Supported product launches through testing and customer-feedback analysis and reported insights for service improvement. Conducted customer satisfaction surveys and supported internal training and onboarding.

B.Sc. (Hons) - Accountancy - University of Nigeria, Enugu Campus (1999-01 - 2004-12)