University of California, Berkeley

Experienced B2B professional focused on ensuring customer success and account expansion.

San Francisco Bay Area

- As the first dedicated hire for the Customer Success function in the US, I developed the International Customer Success Program from the ground-up, including creating the Customer Success Playbook to establish and define the regular workflows in post-sales customer engagement.

-  Drive post-sales account management including renewals and account expansion, and customer relationship development for the company’s Key Strategic Accounts.

-  Mentor and provide guidance to Customer Success Consultants in HQ on renewal strategies and account scenario planning.

-  Collaborate cross-functionally to address customer business/technical challenges.

Coohom

Director of Customer Success

- Act as the primary business point of contact to maintain and grow favorable long-term relationships with clients’ stakeholders and executives. Classes of clients include Quality Services (QS), Audits (Internal/Supplier), MedTech, and Staffing.

-  Liaise between the client and cross-functional internal teams to ensure the timely and successful delivery of our services, according to client needs and budgets.

-  Analyze and monitor client usage of company’s services and identify opportunities to sell additional services.

Cannon Quality Group, LLC

Account Manager

- Affected in company-wide layoffs*

- Oversee a portfolio of Welkin Health’s enterprise accounts, including Nevro, Axonics Modulation Technologies, and Ascensia Diabetes Care, with a focus on maintaining high customer satisfaction and securing contract renewals.

- Work with Product, Engineering and Technical Support to articulate customer requests and feedback while coordinating and communicating progress on core and custom engineering work with key external stakeholders.

- Maintain expert-level knowledge in key product functionality and act as a customer evangelist for new product features and offerings, ensuring that customers realize the full benefit of our platform and service.

- Develop success plans for customers that outline their critical success factors, metrics for success, potential issues, and action plans.

- Work with product and marketing to craft customer onboarding and education assets and refine existing assets.

Welkin Health

Senior Customer Success Manager

Chinese Culture Center of San Francisco (cccsf.us):
- Develop organization’s member engagement strategy via digital and physical touchpoints.
- Create and execute viable donor growth strategy for 2019.

Torcche (<a href="http://torcche.com">torcche.com</a>):
- Develop user acquisition and customer engagement strategy for mobile location based social platform.
- Create gamification marketing plan.
- Identify and source partnership opportunities.

TIX Group (tix.com.au):
- Develop and execute new market entry and growth strategy for Australia and New Zealand’s leading discount ticket specialist.
- Oversee the identification, evaluation, development and management of enterprise partner relationships.
- Structure and negotiate partnership terms and agreements.

Self-Employed

Freelance Strategy Consultant

Recognizing an opportunity to address the needs of a growing dog owning population in Asia, I focused my efforts in creating and building the Jingo & Friends brand, starting with our initial offering, JINGO! Box, a curated monthly subscription box full of premium, healthy and delightful products for dogs. In response to market demands, we quickly pivoted our business strategy to concentrate on content creation. JINGO! Post specialized in creating high quality, proprietary, dogcentric content which engaged with the very passionate demographic of dog owners and lovers in Asia.

I was in charge of business growth and early on, that meant developing a viable online marketing strategy and multi-platform promotion program. With my previous experience in the media, I also directed and managed our media creation team to develop high quality and proprietary video and written content.

Jingo & Friends closed in March 2018.

Jingo & Friends Pte. Ltd.

Co-Founder

As the Strategy Consultant for APAC at Lithium Technologies, a SaaS company which provides social customer experience management software for enterprise customers, my responsibilities included developing and conducting bespoke training workshops for new community launches as well as providing ongoing strategy consulting services. My role allowed me to build strong executive relationships with customers and partners such as AMP Capital, Commonwealth Bank, Bank of New Zealand, Ambank, StarHub, Indosat, DTAC, among others.

Although I was on the professional services team which primarily provided post-sales support, given my business development background, I often assisted during critical stages of the new sales and renewal process. In addition, as there was no customer success or account management team when I joined Lithium Technologies, I managed all the regional accounts which contributed directly to strategic planning at the executive level.

Lithium Technologies

Strategy Consultant, APAC

At FutureBrand, I managed a very passionate and motivated commercial team and was a key driver in developing profitable accounts with Fortune 500 companies and government bodies across APAC. The branding industry is extremely fast moving and dynamic and of course, it would be ill-advised if one were to be complacent and content with the status quo. I joined as the Senior Commercial Manager to shake up some existing processes and leveraging on my past experiences, I was able to successfully expand on innovative ways of targeting and reaching out to new prospects and strategic partners. Working closely with the creative and strategy teams in preparation of presentations and scoping sessions also allowed me to contribute in the strategic thinking and the development of actionable client solutions.

I soon felt that in order to be even more successful in account management and business development, I needed to gain a more strategic view on the solutions I was recommending to potential customers. This realization would lead me to seek a new opportunity in strategy consulting.

FutureBrand

Senior Commercial Manager

After returning home to the United States to finish up my remaining two years at college, I found myself back in Singapore in 2011 with a great opportunity at MediaCo Marketing. Tasked to grow the business as well as look after key accounts in the region, this was my first foray in the digital space.

I quickly noticed that SMEs in Singapore were beginning to see the value of having an optimized digital presence. Thus, I decided that the current sales strategy needed a readjustment in order to appeal to more local businesses as well as continue to target MNCs. Internally, I spearheaded the rebranding of MediaCo Marketing into a client-first agency, which provided a distinct advantage in the competitive digital marketing industry. In addition to speaking at various networking events, I also contributed a commentary piece to the "Singapore Business Review" which became well-received and shared on social media. In less than a year, I doubled our client base and secured multi-country partnerships with MNCs such as Michael Page International and Euler Hermes as well as local SMEs, such as The Sloane Clinic and FAM Solutions.

MediaCo Marketing Pte Ltd

Regional Business Development Manager

In mid-2005, I co-founded a videography company called Ceylon Road Productions. I was in charge of managing customer accounts, creating new business and partnership opportunities as well as company branding and development.

This first endeavor into entrepreneurship taught me many lessons. A rookie mistake was naively thinking that being my own boss would provide me more freedom and independence. In preparation, I read books on starting your own business and had a solid network in place, but the time and energy commitment was more than expected. Although the first six months were extremely challenging, we were able to secure projects from clients such as United Nations, INSEAD, J. Walter Thompson, Dom Perignon and BBC New York Productions. To further hone my skillset and understanding of the business, this role ultimately lead me back to college to complete my degree and subsequently, to other business development and account management positions after graduation.

Ceylon Road Private Limited

As someone who constantly strives to learn new skills and disciplines, I became very interested in an opportunity which was presented to me in May 2005. Radio was a medium which I hadn't explored at this point so when the program director of 987FM contacted me, I was immediately intrigued.

I produced and hosted live radio programs such as "Say It With Music," "The Weekend Wind-Down," "The Man Show," etc. In addition to the production of the shows, I also innovated commercial copies and allocated client advertising blocks within each broadcast. Along with the other Radio Producer-Presenters, we had to manage off-site events as well as survey audience response.

The key takeaway from my time on radio was discovering how personal and intimate the medium really is. Without a doubt, my sensitivity with prospects and clients in my more recent professional experiences is partly attributed to how I was able to genuinely relate with my listeners at 987FM.

Mediacorp Radio

Radio Producer-Presenter

Although both SPH MediaWorks and MediaCorp Studios had English channels, my personal branding and positioning on television was geared more towards a Chinese-speaking audience. I took upon this challenge and in addition to sustaining a career acting (which I had never done before), I also refined and improved my Chinese-Mandarin proficiency.

As a Professional Actor, I had to be an effective communicator with strong interpersonal skills, not just in the interactions I had with the cast and crew, but also with the public and members of the press.

MediaCorp Studios and Channel U, SPH MediaWorks

Professional Actor

After completing my second year in college, I decided to travel to Singapore over school break. Unbeknownst to me, this trip would result in an extremely pivotal turning point in my life.

A few weeks into my vacation, I was approached and asked to be the main talent for an upcoming McDonald's commercial. After the commercial aired, SPH MediaWorks then offered me a contract to be a television actor.

During my tenure in the media industry, I was fortunate enough to have myriad opportunities such as being featured in television shows and commercials, performing for live audiences at various venues, and being cast as one of the lead actors in the 2007 Singaporean movie, Men in White. These experiences allowed me to gain an intimate understanding and appreciation for television and film production but I quickly realized that I wanted to further broaden my view of the entire broadcasting supply chain which included the marketing and distribution of content.

Freelance Media Talent

Like many of my peers in college, I had a part-time job as well. As Front Desk Associate, my responsibilities included answering phone calls, managing the guest information database and assisting hotel guests with reservations upon their arrival. During my time working at the Woodfin Suites Hotel, there were some instances which required interpersonal sensitivity such as mediating customer disputes, and those experiences have contributed to my current people management skills.

Xavier Teo

Xavier Teo