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Nefe Emadamerho-Atori


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Career Talks With Ibukun: Dojah's Client Operations Manager

Career Talks is Dojah's employee spotlight series that shines the light on the employees of Dojah who make the magic happen and work behind the scenes to build the products you know and love. 

This edition focuses on Ibukun Adeleke, Dojah's Client Operations Manager. She shares her career journey, responsibilities in Dojah, and more.

Intersted in reading other edition of Career Talks? Then check out the edition that covers Suzanna, Dojah's Communications Specialist.

Was this the career path you always wanted to pursue?

No. I initially wanted to pursue a career in media, but my introverted personality was definitely not made for that. Instead, I am in Client Operations and work at the intersection of Sales, Customer Service, and Partnerships.

Give us a breakdown of your career journey so far. Where did you start, and how did you get here?

I actually started off in Client Operations in an experiential marketing agency where I managed clients' expectations on events and helped bring ideas to life. After that, I explored other industries like banking and healthtech before finding my way to Dojah, a SaaS company providing digital businesses with fraud prevention and customer onboarding services.

When I came across Dojah, I was fascinated by their product offerings, as I didn't even know identity verification was a thing at the time. I decided to shoot my shot and sent a cold email. Fortunately, there was a Customer Retention opening, which was the challenge I needed at the time.

Moving up from being a Customer Retention Specialist to managing the Client Operations team has been exciting and challenging. It also opened my eyes to the importance of data in ensuring a happy customer and a successful product.

What major challenge have you had in this role? How did you overcome it?

Seeing that it is a new team, setting up the team was the first major challenge I encountered.

I took my time to write out the major things I wanted to achieve and the steps I needed to take to get there. Finally, I broke the steps into weekly tasks, which helped me take it one day at a time and work towards the goals I wanted to achieve.

Along the way, I've learned that no matter how unclear a task might look, just start, and clarity will come as you make progress.

Give us a rundown of your daily tasks as the Client Operations Manager

My role entails ensuring that leads progress through our pipeline and that we close as many deals as possible. I also ensure that all customer issues are resolved.

I collaborate with internal teams to prioritize customer needs and focus on major deals and partnerships.

My role also requires me to make data-driven decisions for retention and support, so one of my major daily tasks involves monitoring customer activities.

What tools and technologies do you use in this role?

Since it is "Clients Operations," our major work tool is the CRM, where we manage the entire customer journey. Other major tools include Google Sheets, Docs, and Slides for data analysis, documentation, and presentations, respectively.

What achievements or accomplishments are you most proud of in your role at Dojah?

I'm proud of how far Dojah has come, my career growth, and the part I have played in this by ensuring that our customers have a seamless experience.

How do you use AI to boost your productivity? What are your favorite AI tools? 

I have to do a lot of documentation and research in my role. For this, I use chat GPT to validate assumptions, expound on thoughts, and fact-check my ideas. 

What advice and tips would you give someone who wants to become a Client Operations Manager like you?

Own your journey. Also, keep your eyes on the prize, whatever "prize" means to you.

What would be your dream job if you didn't have to make money?

A book reviewer and critique. Fictional books only, please. I enjoy reading fiction a lot. Fun fact: I actually have an unpublished book review website.

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