Wei Wei Pung

I am a passionate Customer Success Manager and Account Manager with a good foundation in engineering experience and hope to assist my customers to grow their businesses to the next level. I have a strong passion for the Internet of Things, DevOps, and cloud solutions. I hope my interests and experience with deep learning technology, cyber security, video analytics, entrepreneurship, customer service, and business development will be able to provide the customer with a great onboarding experience.

First Customer Success Manager in Aiven APAC

My main responsibilities

• Managed and developed a portfolio of more than 10 enterprise accounts and 20 small accounts, resulting in a significant growth in monthly recurring revenue from a 5-digit amount to a 6-digit amount.
• Established, developed, and deepen working relationships with enterprise customers across Singapore, Indonesia, Vietnam, South Korea, Japan, Australia, Brunei, Bangladesh, and India.
• Organized and planned an executive sponsor visit from HQ to further strengthen Aiven’s relationships with C-level stakeholders of enterprise customers.
• Facilitated and coordinated efforts for business review and technical escalation of Aiven services to drive customer satisfaction by increasing the health scores to 95% and reducing the churn rate to 5%.
• Implemented a regular cadence of communication with customers to align the customer’s business goal, introduce Aiven’s latest roadmap, and ensure a smooth onboarding and successful deployment of databases across a diverse range of use cases and industries.
• Acted as a primary point of contact between clients and functional departments such as Solution Architects, Key Account Directors, Product Team, Sales Team, and Support Team to address product improvement and client issues.
• Analyzed and evaluated customer business operations and priorities to improve customer engagement and experience with success metrics.
• Collaborated with global customer success counterparts to enhance and streamline the operational processes.

Customer Success Manager Lead for 20 countries

My main responsibilities

• Responsible as Presales consultant, Project Manager, Technical Support and Trainer of Briefcam solutions for the whole Asia Pacific Region.
• Prepared Proposals and Technical Documents of Briefcam solutions.
• Delivered end-to-end deliver and sales process with different internal stakeholders including Product team, Sales team, Marketing team, Project team and R&D team.
• Recruited, developed and managed more than 100 technical representatives from 20 countries to deliver and to support Briefcam solutions.
• Conducted regular technical presentation and training sessions to improve user adoption for its future operation and Briefcam solutions.
• Work with more than 100 clients and managing expectations to establish critical goals, or other key performance indicators and aiding the customer in achieving their goals.
• Managed to close the deals and delivered the end-to-end solutions for more than 5 major million dollar projects each at Taipei, Thailand, China and Australia within 2 years of services.
• Facilitate technical support and improving customer satisfaction level through the day-to-day customer success processing for better efficiency through Salesforce for customers and partners from South East Asia, North Asia, Austlralia and New Zealand.
• Communicating with internal stakeholders such as Presales team, Customer Success team and Product team for Briefcam solutions improvement
• Generating fresh ideas and best practices on how to proactively improve our users' experience and increase adoption of Briefcam solutions.

Nanyang Technological University Singapore