Singapore
CLOSE TO 25 YEARS OF DRIVING EXCEPTIONAL IT SERVICES CUSTOMER EXPERIENCES & TRANSFORMATION Services experience across managed services, consulting and support portfolios with client, server, storage and networking products. Transformation experience on services support coupled with proven people and large managed services account T&T execution. Currently leading a team of Regional Customer Success Managers across APJC delivering a Proactive, Customer outcome engagement - for Dell Technologies' ‘Select’ Global customers. A Change Leader with track record managing people managers driving performance, development, change and growth. -> An experienced Delivery Director with P&L experience using data-> information-> trend to right size an operational model with efficiency as outcomes whilst delivering best-in-class customer experience.
Customer Success, Asia Pacific Japan China (APJC), DT Select (Global Accounts) Regional Leader delivering solution services with People Management accountability – through a diverse team of Senior Customer Success Managers & Technical Account Managers across APJC site locations with below coverage: - Dell Technologies Select 130 Global customers with $ spending > USD40 mil (annual) each. - E2E Customer Success outcomes through value-based delivery, critical service recovery plan, and business to IT alignment. - Lifecycle ownership with focus on onboarding, executive review, service review, escalation avoidance, and solution support planning. - Partnership across vertical tower - sales, technical remote & field delivery, escalation management, engineering and supply chain. Guides team on relationships management and mobilization of resources due to a matrix/multi-country engagement –> through partnership with Site/Domain Leaders. Coaches team on developing customer success plan by aligning available products & solutions with customer’s IT outcomes –> maximizing customer retention and minimizing churn. Enable team through ‘North-star’ execution, maximizing predictive insights whilst driving issue avoidance via products & services adoption –> alignment solution to customer goals and drive technology stability. Measurements: - Customer Success Plan and Proactive Account Deliverables. - Retention and minimizing churn though Best-In-Class people, technology (and solution) and seamless procedure execution. - Transformation, Voice of Workforce and Talent Management. Key Achievements: - Services Top Talent -> FY23; Mentor for APJC Talents. - Decision Maker Survey (CSAT) Performance -> 100%. - Growth -> YoY (Attached Rate% of at least 2%)，（Investment -> Funded conversion at 80%). Currently a Global Customer Success SME for various modernization workstream execution.
Leader for services delivery across Consulting & Support covering: - Project; on Hybrid Cloud Services and Hybrid Cloud Network/Digital Workspace. Solution Project Deployment and Integration execution. - Enterprise Server, Storage and Network support with diverse custom SLA and Scope of Work deliverables. Alignment to customer's IT Critical Success Factor and Total Customer Experience goals. - Go-To-Market as-a-Service readiness which include building in-house capability or via partnership with solution partners. Part of Country Senior Leadership Team responsible for: -> Charting strategy as the Life Cycle Services initiative Leader. -> Fostering collaboration across different matrix and verticals. -> CXO engagement as part of Executive Client Management. -> Complex deal solutioning on deal qualification and approval. -> Diversity & Talent Management execution. Measurements: - Co-ownership with matrix/vertical leaders on rhythms of business. - Transformation, Customer Satisfaction, Financial, and Efficiency. - Project Health, Project Profitability, Remote Delivery (Shift Left). - Voice of Workforce, Partner Management and Talent Management. Key Achievements: - Revenue and Margin targets, consistently meet given target whilst balancing other quadrants. - Customer Satisfaction (CSAT) Performance -> 100% YoY improvement. -> Secured multiple external awards; including IDC, Computerworld Readers Choice. - Cost Management -> Best Cost Saving Country (2018, 2019), Developed and implemented strategies in partnership with Country Leadership, aligning with corporate priorities whilst fostering talent development and transformation execution. Act as Site Location leader for APJC Graduate Hiring Onboarding.
Portfolios: [Account Support, Technical Services, Remote District, Managed Services, Call Center] Domain Leader People Management: > 50 - 60 Employees (depending on portfolio yr.) Financial Management: Rev est.: $28mil Leader for Mission Critical, Geographical Remote, Managed Services and Out-Tasking Delivery which also covers Custom & Multivendor Delivery. People Management managing diverse groups of Account Delivery/Service Manager, Technical Consultants, Mission Critical Hardware Specialist, Customer and Resident Engineers and Partners. Measurement: - Customer Satisfaction, Department & Account SLA & Efficiency, Voice of Workforce. - Escalation Management, Business Engagement, Partner Management and Support Planning Leadership. Key Achievements: - Successful leadership planned rotation across Services Support, Consulting and Managed Services. - Exceeded Revenue and Margin for Managed Services business prior to HPE <-> DXC split. - Met department Customer Satisfaction (CSAT) Performance. Led in various successful Business & Delivery initiatives partnering with Business Stakeholders, e.g.: Geo-X with Partners across Malaysia on Support Readiness.
Portfolios: [Service Center, Managed Print Services, Remote District and Call Center] People Management: 40-50 Employees (inclusive of Direct Partners) Lead Services Support operation related to: - Service Center operation across Malaysia (> 15 Site Location) - Managed Print Services contract on Pay-Per-Use methodology - Management of Enterprise Call Center Management Goals: - Employee, Partner Management & Support Planning - Timely Managed Print Services Invoicing - CSAT & Wait Time < 5 mins for Service Center - CSAT & Call Stats for Call Center Management (Abandoned %, Wait-time and Hold-Time) and Dispatch performance.