Singapore, Singapore
As Director of Customer Success - APAC at SugarCRM, over four years have been devoted to enabling clients across the Asia-Pacific region to achieve measurable value and ROI from SugarCRM's B2B SaaS solutions. With expertise in solution delivery, enterprise accounts, and strategic thinking, contributed to customer satisfaction and retention by collaborating with a high-performing team to support mid-market and enterprise customers. Previous experience includes optimizing renewals as Senior Director at JDA Software, overseeing operations across Asia Pacific and Japan. Skilled in managing enterprise accounts, supporting complex sales operations, and driving cross-functional alignment. Dedicated to fostering strong, trust-based relationships to align customer success with organizational goals.
Leading a high performance team of 5 CS champions across Asia Pacific region (ASEAN, Greater China, HK, India, Japan, & AUZ) to help our clients realize the value and ROI on their investment with SugarCRM's B2B SaaS offerings in the Mid-market to Enterprise Segment.
Executive team member, leading customer lifecycle management & SaaS adoption in APAC (ASEAN, Greater China, HK, Korea, India, Japan, & AUZ). Led & scaled the RM team from 5 to 8, managed a high-growth portfolio of $350m+ with over 1k+ customers, resulting in a 1% YoY attrition reduction for the years 2020 & 2021, achieved a Net Retention Rate of 164% for volume contracts & 108% for study contracts. Recognised as the top growth portfolio in all Qs of 2020 & 2021, focusing on increasing sales & success alignment to drive average order value (AOV). Implemented rigorous processes to standardize & scale the success engagement approach, resulting in high-touch (1:1, 1:many) & Tech Touch (in context on-demand resources) customer interactions. Leveraged analytics, segmentation, & targeted engagement strategies to improve customer adoption & increase product adoption rates.Increased CSAT from 78% to 92% & reduced DSAT from 2% to 1% in FY20/21 in key accounts. Received 96% positive ratings and numerous recommendations on customer surveys due to superior value delivery and the ability to act as the “Voice of the Customer”. Implemented efficient ticket management processes, leading to 160% annual savings for the Engineering team by reducing erroneously classified tickets. Successfully converted the top 20 strategic customers from maintenance contracts to SaaS contracts, resulting in significant sales & opportunity generation. Generated over $280K in Champion-driven deals & created opportunities worth over $500K+ through the Champion (Advocate) Program. High-Value Key Portfolio included ABB Info Sys, Avon, Carrefour, DHL, DotCom distribution, CJ Logistics, Dah Chong Hong, Huawei & Best Buy etc. Specialities: Supply Chain Software, Merchandising, Pricing & Revenue Management, Supply Chain Management, Retail, Third-party logistics, wholesale distribution, warehouse management, omni-channel retail, transportation management, AI & ML
Sales leader leading a high-performing team of 5 Account Managers driving expansion & revenue growth for the SEA customer install base. Managed end-to-end sales process, conducting needs analysis, delivering impactful product demonstrations, & negotiating successful deals. Collaborated with Sales & PS leaders developing targeted account plans & revenue strategies. Subject Matter Expert in Concur's product suite & effectively positioned solutions. Provided accurate revenue forecasts, maintained sales documentation, & offered valuable feedback to optimize territory performance. Closed all assigned pipeline deals, & achieved a 25% increase in upsell revenue vs the previous year’s Q, leveraging exceptional relationship-building skills & a customer-centric approach. Closed significant deals with top-tier customers, such as DFS Group, NUS, SAS, Blackmore, & Dräger (Asia, Africa, & Australia), solidifying SAP Concur's reputation as the trusted partner of choice Specialities: SaaS, Cloud computing, Integrated Travel & Expense Management, Payment gateways, Managing compliance, risk, Policy compliance & Fraud