Abigael Njeri

• • Manage and guide high portfolio of clients from sales handoff to activation, delivering customized training and success plans to ensure adoption and lasting value.

• • Monitor customer health and engagement to spot churn risks early and implement mitigation strategies to maintain NPS scores at 67 or higher.

• • Identify and leverage on cross selling and upselling opportunities, ensuring constant positive impact on revenue.

• • Act as primary escalation point for service issues, coordinating across cross-functional teams to diagnose root causes and implement timely resolutions that protect customer relationships and revenue.

• • Establish regular business reviews with clients, serving as trusted advisor who understands their goals and provides prescriptive guidance to maximize value from services.

• • Build strong relationships within customer organizations, leveraging success metrics and value-driven insights to gain executive sponsorship and drive deeper engagement.

• • Utilize HubSpot CRM to track customer interactions, analyze engagement data, and forecast account health, providing regular performance insights to leadership.

• • Act as customer's advocate, gathering feedback and collaborating with product and service teams to drive continuous improvement initiatives that enhance customer outcomes.

• • Managed portfolio of high-value clients (€6M average project value), serving as primary point of contact and delivering data-backed insights and strategic recommendations aligned with client objectives.

• • Conducted discovery conversations to understand client goals, challenges, and success criteria, translating complex technical information into clear, actionable recommendations.

• • Coordinated cross-functional stakeholders including private clients, financial institutions, and senior executives to ensure aligned project goals and on-time delivery.

• • Prepared and presented detailed reports to executives, demonstrating strong communication skills and ability to influence decision-making at senior levels.

• • Streamlined processes to attract high-quality tenants including government agencies, demonstrating adaptability and strong qualification skills