Senior Customer Success Manager/ Lead
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Highly skilled and accomplished Client Experience Lead with an MBA from Durham University, equipped with a proven track record of 11 years in Client Experience / Customer Success and Project Management within SaaS industry, as well as client management experience in the Greater China region (mainland, HK, and Taiwan). Seeking a challenging position as a Customer Success Manager in a tech company. Committed to leveraging my extensive skills, knowledge, and passion for customer satisfaction to consistently deliver exceptional results and contribute to organizational growth.
Client Experience Lead | AUG. 2022— AUG. 2023
Effectively led and supervised a team of three Client Experience Managers in the China region, providing them with daily guidance and support to ensure their optimal performance.
Cultivated trust and maintained long-term relationships with over 60 tier- one schools/ key accounts, while also overseeing 150+ accounts.
Monitored and followed key performance indicators (KPIs) to track progress and identify key activities necessary to meet targets.
Demonstrated strong management skills in effectively working on and overseeing the renewal and retention processes, contract drafting, and proactively identifying upsell opportunities to drive client success and help them achieve their goals.
Collaborated closely with cross-functional teams, including support, product, engineering, sales, and marketing, to ensure a seamless handover process, address client challenges, and drive product adoption, ensuring that clients fully leverage the solution to achieve maximum business value and maximize client satisfaction.
Achieved 100% Renewal and Retention rate, surpassing the set Key Performance Indicators (KPIs).
Successfully achieved an outstanding 120% upsell rate for my own accounts, exceeding expectations and driving revenue growth.
Achieved a remarkable 110% upsell rate in the Greater China region, surpassing the performance of all other regions.
Sept. 2017- Sept. 2018
University of Durham, Unite Kingdom
