Quan Tran's Resume

Quan Tran

Customer Success Manager

Male

Sales representative

Live in Vietnam

Nationality

Customer Success Manager
MoEngage Inc.
2021.09-Current
(4 years)
(3 years 5 months) • Manage a portfolio or 10+ clients with top brands in the Banking & Finance (CAKE Digital Bank, Dragon Capital, Smartpay), Retail & E-Commerce (Fahasa, Lixibox), Delivery & Logistics (Ahamove)... • Maintain good connection with client PICs from Digital marketing, Growth or CRM team & provide them consultancy with practical case study to utilize the platform effectively & achieve their objective in engagement, customer retention and conversion rate improvement • Monitor customer health, satisfaction as well as risks, and escalations. • Work with internal account teams to identify and resolve renewal risk, churn risk, identify expansion & upsell opportunities, come up with strategies to drive further customer adoption • Proactively coordinate with internal team (Product, Engineer Team) to come up with the appropriate solution & provide timely support for client technical queries. • Keep up to date and establish deep knowledge of MoEngage’s solutions and products which new features and improvement keep being release frequently. Understand the practical use cases for each feature and provide proper advice to keep benefiting platform user.
Enterprise Martech Consultant
AKA DIGITAL VIETNAM
2021.01-2021.08
(8 months)
• Pre-sale consultant (30%): Conducting discovery section to understand clients’ business objective, pain points, building & presenting partnership proposals and handling possible objections. • Customer Success Manager (70%): Helping clients utilize the value of the technology solution by: o Onboarding new client: setting Client Success OKR, giving advice on data analysis, user segmentation, use case suggestion, providing hands-on guidance on campaign set-up, etc. o Handling clients’ daily requests and issues, working across internal teams to identify the problems and find the solutions. o Giving advice on campaign optimization and technology adoption strategies aligning with client’s business direction o Building long-term relationship with client’s execution team and managers to maintain, renew contracts and handle potential churn risks.
Customer Success Manager
Epsilo
2020.10-2020.12
(3 months)
• Manage account of Reckitt Benckiser (Durex, Enfagrow, Dettol) in SEA regional & Local level including 6 sub-accounts. • Act as a “bridge” between Client & Performance team, ensure internal team understand client’s requirement & conduct effective Ads campaign. • Keep in touch with client’s champions, prioritizing and driving resolution on escalated customer issues. • Onboard new clients & support sales team in demo panel.
Customer Success/Account Team Leader
Buzzmetrics
2017.01-2020.06
(3 years)
4 years 6 months (3 years 6 months) • Manage a business unit of 15 employees with client portfolio of Handphone, Electronics, E-C Retailer & F&B top brands (Samsung, Sony, Panasonic,Electrolux, Tiki, Lazada, Sendo, The Coffee House, Pernod Ricard...) with total annual revenue of ~10 Bil VND. • Participate in the sale cycle: gather requirement, prepare & present pitching deck, structure the solution packages. • Establish a trusted advisor relationship decision-maker level manager by understanding their marketing strategy, being clear about the role of social media on it and giving promptly advices & head-up potentially escalated issues/crisis. • Keep in touch with clients & consistently promote value of company’s solutions throughout their service experience to secure the chances for retention as well as seek to up-sale opportunities. • Actively “listen” to the emerging needs from clients and proactively come up with new solutions idea. Be the pioneers at Buzzmetrics for the foundation of Customer Social Portrait solutions. • Be responsible of recruiting, coaching and supervising team. Allocate & optimize team’s resource to maximize the capacity & be able to work on 7-10 project at the same time smoothly. Achievement: 150% revenue KPI handled in 3 consecutive years; Success in big account retention: Samsung, LG, Panasonic, remain team operation cost at 20% (40% is company benchmark); be awarded as Team of The Years & The Excellent Individual • Get trusted to be project manager of company’s key accounts (recurringrevenue of ~1 Bil VND in total). • Deliver reports, give consultation, & maintain exceptional customer services to win client satisfaction & trust. • Conduct syndicated social research of consumer behavior & competitive landscape on social media to support client & agency in planning & pitching. • Provide the first line technical support when needed. • Collect client’s feedback, understand the need & work with product team for product improvement.
Customer Success Executive
YouNet Media
2015.05-2015.12
(8 months)
• Onboard new client: join kick-off meeting, collect info to setup on system, support client to understand how-to-use the system; align on timeline & what to deliver on report. • Deliver report & give consultation for client to improve or optimize online marketing campaign/activities performance using findings from brand/ campaign tracking reports. • Conduct scoring guideline for data team & QC data output. • Work closely with product team to troubleshoot system’s technical issues.
Project Specialist
Vietnam Silicon Valley Project
2014.11-2015.03
(5 months)
TASK - Support accelerated start up from the program’s batch in connecting and working with potential investor - Support in networking with sophisticated individuals for angel investments in early-stage start up
Freelancer Translator
Affair
2013.06-2013.08
(3 months)
-Translate academic Vietnamese article of the above website to English http://ttbd.gov.vn/Home/Default.aspx
Freelance Writer
articlesatwork.com
2010.01-2012.04
(2 years)
(2 years 4 months) - Writing short articles in English about different topics in demands
Distributor
thegioirubik.com
2009.10-2012.02
(2 years)
(2 years 5 months) I was one of the first members of rubikvn, a forum of rubik cube player community in Vietnam. At the beginning phase of the 4rum, it was not easy to get a rubik cube so that I cooperated with my friends in Hcm city to buide thegioirubik.com. Our purpose is to import cubes from Taiwan and sell them online through the website . We also did promotion on rubikvn forum and had distributors in Hn, Hcm city and Da Nang city.