Nicola Osman
Mpumalanga
Summary
Senior Customer Success and Account Management professional with 14+ years of experience across the technology and talent industry. Experienced in managing strategic enterprise relationships, strengthening customer engagement, driving platform adoption and delivering long-term client value. Combines deep technical recruitment knowledge with commercial acumen and a consultative approach to customer success. Builds trusted relationships with executive stakeholders, talent acquisition teams and hiring managers, translating business needs into practical hiring strategies, stronger platform engagement and measurable outcomes. Manages senior client accounts and supports technology businesses in using talent platforms to improve hiring outcomes. Leads onboarding, training and stakeholder engagement while providing insight on employer positioning, candidate attraction and account performance. Supports complex enterprise initiatives and sustains strong client relationships through consistent delivery and commercial awareness. With solid foundation in client relationship management and strategic thinking, I excel at understanding client needs and delivering tailored solutions. My communication and negotiation skills ensure effective collaboration with stakeholders and successful project outcomes. Adaptable and quick to learn, I bring fresh perspective and enthusiasm to every challenge.
Overview
17
17
years of professional experience
2
2
Languages
Work History
Senior Account Manager / Customer Success Manager
OfferZen
06.2021 - 11.2026
- Owned strategic client relationships and advised technology businesses on how to achieve stronger hiring outcomes through effective use of the OfferZen talent marketplace.
- Led client onboarding through tailored platform demonstrations, training and enablement, helping hiring teams become confident and productive users.
- Built trusted relationships with hiring managers, talent acquisition teams and senior stakeholders across startup, consulting and enterprise environments.
- Drove ongoing platform engagement through proactive account management, regular check-ins and reviews of client activity and hiring priorities.
- Advised clients on talent strategy, employer positioning, candidate engagement and practical approaches to hard-to-fill technology roles.
- Facilitated hiring pipeline reviews, helping clients identify bottlenecks, maintain momentum and make informed recruitment decisions.
- Prepared and presented monthly and quarterly performance reports, translating platform activity and hiring trends into actionable insights.
- Identified opportunities to strengthen account value, improve adoption and support long-term client relationships.
- Supported major enterprise initiatives, including a Nedbank developer hackathon, and secured a three-year subscription partnership.
- Key Clients include Nedbank, Derivco, Shop2Shop, Entelect, JemHR, BBD Software Development to name a few
Talent Acquisition Consultant
TalentHive / CyberPro
11.2020 - 05.2021
- Specialist headhunter placing software, data and digital professionals with enterprise and technology consulting clients.
- Sourced and engaged specialist talent across software development, data analytics and digital disciplines.
- Assessed candidates for technical capability, cultural alignment, career aspirations and interpersonal strengths.
- Built an understanding of client environments, technologies and project requirements to deliver relevant shortlists.
- Managed candidate relationships and provided guidance throughout the recruitment process.
Business Development & IT Consultant
GoldenRule Technology
01.2020 - 09.2020
- Managed client relationships and delivered end-to-end recruitment services to technology clients.
- Supported existing and prospective clients, identifying recruitment needs and maintaining strong working relationships.
- Managed full-cycle IT recruitment, from sourcing and candidate engagement through to placement.
- Headhunted specialist technology talent for enterprise organisations and consulting firms.
Key Account Manager & IT Recruiter
Psybergate
03.2019 - 12.2019
- Focused on strategic account development and recruitment delivery within the IT consulting and resourcing market.
- Developed enterprise client relationships and pursued opportunities for organic account growth.
- Partnered with executive leadership on client engagement, account strategy and retention planning.
- Managed and mentored recruiters, aligning delivery with commercial priorities and client expectations.
- Contributed to discussions on new business opportunities, service expansion and market positioning.
Recruitment Manager & Key Account Manager
Psybergate
09.2016 - 02.2019
- Led a team of six recruiters while overseeing recruitment delivery and key client relationships.
- Coached a team of six recruiters on sourcing strategy, candidate management and client communication.
- Managed full-cycle recruitment for software development and IT roles across enterprise and consulting clients.
- Served as a key contact for client delivery and relationship management, supporting account growth.
- Designed sourcing strategies to improve technical fit, cultural alignment and delivery consistency.
- Supported graduate recruitment and onboarding of new recruiters and delivery staff.
IT Recruitment Branch Manager
Communicate Personnel (ADVTECH Group)
02.2015 - 08.2016
- Helped establish and manage the Midrand IT recruitment branch, specialising in technology recruitment.
- Oversaw daily branch operations and led a team of recruiters in a specialist IT market.
- Mentored and trained consultants at different career stages, supporting capability development and team performance.
- Completed ADVTECH leadership training and received mentorship from senior recruitment leaders across the group.
- Delivered end-to-end IT recruitment, including salary negotiation, offer management and candidate career guidance.
- Created targeted marketing campaigns and managed job advertising across multiple platforms.
- Received internal recognition for high performance and contribution to team success.
Specialist Technical Recruiter (Java)
e-Merge IT Recruitment
03.2012 - 10.2014
- Managed a specialist Java recruitment desk, building a strong foundation in technical headhunting and candidate management.
- Sourced, interviewed and placed Java Developers with established organisations.
- Managed candidate pipelines through disciplined follow-up, market knowledge and relationship building.
- Developed core expertise in technical headhunting, client service, offer negotiation and full-cycle recruitment.
HR Assistant & Marketing Administrator
Hydraform International
02.2010 - 02.2012
- Provided administrative support across human resources and marketing functions.
Education
BCom - Marketing and Management
University of KwaZulu-Natal
01-2009
Matric - Commerce
Crystal Point Secondary
Durban, KZN01-2004
Skills
- Customer Success Strategy & Client Lifecycle Management Enterprise & Strategic Account Management Client Onboarding, Training & Enablement
- Platform Adoption, Engagement & Usage Stakeholder Relationship Management Client Retention & Account Growth
- Hiring Strategy & Talent Advisory Business Development & Commercial Acumen Pipeline Reviews, Reporting & Performance Insights
- Employer Branding & Candidate Engagement Team Leadership, Coaching & Mentorship Technical Recruitment: Software, Java, Full Stack, Cloud & Data
- Account development
- Growth strategies
- Account oversight
- Client relationship management
- Talent marketplace advisory
- Executive stakeholder management
- Client onboarding
- Strategic account planning
- Relationship building
- Negotiation skills
- Sales techniques
- Adaptive problem solving
- Proactive self starter
- B2B sales expertise
- Customer Service
- Leadership and motivation
Languages
English
Proficient
C2
Afrikaans
Beginner
A1
Websites, Portfolios, Profiles
linkedin.com/in/nicolawilliamsjava
SELECTED CAREER HIGHLIGHTS
- Managed strategic technology accounts at OfferZen, advising clients on hiring strategy, platform adoption, candidate engagement and account performance.
- Secured a three-year enterprise subscription agreement with Nedbank, supporting a long-term strategic partnership.
- Supported Nedbank's developer hackathon by helping source 70 of the 100 attendees, contributing to a successful talent initiative.
- Led and mentored recruitment teams, including a team of six consultants, while managing client delivery and key account relationships.
- Recognised for high performance and contribution to team success during earlier recruitment leadership roles.
PROFESSIONAL DEVELOPMENT
- Introduction to Business Analysis – Udemy
- Situational Leadership – ADVTECH
- Diversity in the Workplace – ADVTECH
ADDITIONAL INFORMATION
Languages: English
Timeline
Senior Account Manager / Customer Success Manager
OfferZen
06.2021 - 11.2026
Talent Acquisition Consultant
TalentHive / CyberPro
11.2020 - 05.2021
Business Development & IT Consultant
GoldenRule Technology
01.2020 - 09.2020
Key Account Manager & IT Recruiter
Psybergate
03.2019 - 12.2019
Recruitment Manager & Key Account Manager
Psybergate
09.2016 - 02.2019
IT Recruitment Branch Manager
Communicate Personnel (ADVTECH Group)
02.2015 - 08.2016
Specialist Technical Recruiter (Java)
e-Merge IT Recruitment
03.2012 - 10.2014
HR Assistant & Marketing Administrator
Hydraform International
02.2010 - 02.2012
BCom - Marketing and Management
University of KwaZulu-Natal
Matric - Commerce
Crystal Point Secondary