Customer Experience and Engagement leader for high-tech MNCs. Proven track record of successful leadership across the customer life cycle (pre-sales, systems engineering, consulting / training services and technical support). Extensive experience in building high performance customer-focused multi-national technical teams throughout the APAC and Japan region that have provided significant market advantage and best in class business results. A permanent resident of Singapore.
Customer Success & Sales Enablement: Maximizes customer success, loyalty, adoption, experience and retention through proactive and collaborative engagement, timely responsiveness, accountability and sustained customer relationships. Promotes customer centric support culture that meets and exceeds customer expectations.
Business Value Delivery: Creates models of operational and service excellence, implementing on strategic vision and executing on plans to deliver optimal business value. Strong focus on continuous improvements to support / service delivery capability, while striving to increase customer engagement and improve the overall customer experience.
Stakeholder Management: Known for excellent communication and coordination skills. Ability to partner, collaborate and build strong working relationships and trust across all levels and functions, geographies and culture, to influence decisions and obtain win-win resolutions and outcomes. Comfortable working in highly complex and matrix organizations.
Team Building & People Management: Proven acumen in building and managing customer focused technical teams. Managed virtual teams globally, including Singapore, Sydney, KL, Bangalore, Pune, Beijing, Shenzhen, Dalian, Tokyo and Seoul. Expertise in talent acquisition, coaching, mentoring and inspiring to deliver results as “Trusted Advisors” to the customer.
Additional expertise in ITSM (ITIL Expert) & Project / Program Management (PMP, PRINCE2 & MSP).