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Eyoubeliyou Ashenafi

Customer success Manager and Technical support engineer

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Intro
Addis Ababa, Ethiopia
Senior Customer Success Manager at Eagle I Consultancy & Tech PLC
Studied Servant leadership at Masters in Leadership
Studied Managment at Bahir Dar University
Joined May 10, 2023

Skills

Languages

English
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Fluent
Amharic
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Native or Bilingual
About
Dedicated professional with demonstrated strengths and 10+ year of experience in customer success role, health care consulting, enterprise account customer support, Sales & Marketing. I am resourceful and thrives in a challenging, fast-paced environment. I have Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning. Worked on the following platforms Zendesk Hootsuite Sprout Social Mail Chimp Outreach.io Microsoft CRM Salesforce.com Online Certifications ITIL V4 Foundation (Axelous, United Kingdom, Feb 2018) Project Management Professional (PMI, USA, 2022) CCNA (CISCO, America, April 2022) Entrepreneurship (UNDP 2015) AWS (2022) Microsoft Azure (2018)
Experience
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Eagle I Consultancy & Tech PLC
Feb 2020 – Present
Word Wide
Senior Customer Success Manager
- Consistently achieve your logo retention, net-retention, renewal, and expansion targets - Lead a culture of continuous improvement to have continuous sales & strong customer relationship - Build and maintain strong relationships with customers - Lead the implementation scoping as part of the sales process - Help to Build a world-class team by providing training and online training & certification. - Serve as a representative of Eagle I to customers, conveying strategic and product direction in order to increase the collaboration of esteemed customers - Drive account growth outcomes by implementing updated marketing strategies. - Drive operational practices to track performance of teams and individuals
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Techno Brain It Solution, India/ Kenya
Jan 2017 – Feb 2020
Remote Head office India/Kenya
Customer service representative
- Manage accurate and consistent renewal outreach via playbooks - Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores - Reduce churn and drive new business growth through greater advocacy and referenceability - Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate - Work closely with the Sales and Operations Directors to align on strategies, renewal forecasting, coverage plans, and account opportunities - Develop playbooks for renewal engagement maximizing revenue retention - Define and optimize the Enterprise customer life cycle by driving programs with Product and Operations to improve engagement approaches based on customer segmentation - Foster collaboration within the Techno brain team and across customers - driving new and expansion sales by using software adoption and leveraging customer success best practices
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CALS (Center for African Leadership Studies) , America/ EMEA
Dec 2014 – Jan 2017
America/ EMEA
Help desk support/ Analyst
- Provide technical support to end-users, including hardware and software troubleshooting, network connectivity issues, and user account management. - Monitor and maintain the company's IT infrastructure, including servers, routers, switches, and other network devices. - Install and configure network equipment, including switches, routers, firewalls, and wireless access points. - Perform routine maintenance tasks, such as backups, updates, and security patches. - Troubleshoot network issues and perform root cause analysis to identify and resolve problems. - Resolving IT support requests from employees and Help desk - Answering employee questions regarding computer systems - Gathering and analyzing data to diagnose problems with computer systems - Changing configurations, settings and permissions to fix computer issues Desktop support - Generating sign ins for new hires during the onboarding process - Installing new software and hardware drivers and updating existing ones as needed - Updating employees on the status of their service requests - Logging all service requests and updating tickets as needed
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Berhane Hiywote children & Family Service Org, Ethiopia
Sep 2012 – Jan 2014
Ethiopia
Customer support specialist
- Lead a culture of continuous improvement to have continuous sales & strong customer relationship - Work with the team to enhance customer documentation and create internal enablement material - Develop and implement customer success strategies for our SaaS product with a focus on improving onboarding, customer retention, upsells, and customer lifetime value - Provide personalized support and guidance to creators to help them achieve success on YouTube - Leverage user-interaction data to optimize customer outreach and engagement - Answer Eagle I inquiries on a variety of topics via email and chat. Questions range from billing inquiries and password resets to complicated bug reports and fixes - Manage a team of onboarding agents, customer success agents and account managers in making sure that each is accountable for customer satisfaction and customer retention
Education
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Masters in Leadership
May 2015 – Aug 2018
Leadership, Servant leadership
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Bahir Dar University
Feb 2009 – May 2012
.A in Management Minor Accounting, Managment
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