Renee's Resume

Renee

Customer Success Manager

Female

Channel Manager

Live in Singapore

Nationality

Customer Success Manager
Innovative Hub (SG) Pte Ltd
2023.04-Current
(3 years)
5 years 5 months (2 years 8 months) Building and nurturing strong, trust-based relationships with our clients, ensuring their needs are met effectively. I oversee a portfolio of client accounts, actively identifying their unique needs and providing tailored solutions. Collaborating with cross-functional teams is a key aspect of my role, as it enables us to meet client demands and expectations promptly. One of my primary responsibilities involves working with clients to develop and execute success plans that align with their goals, driving value and contributing to their growth in Alibaba. I also define and track key performance indicators (KPIs) to gauge client satisfaction, retention, and overall success, ensuring we meet and exceed their expectations. Additionally, I actively collect client feedback and relay it to relevant teams for product or service enhancements, fostering continuous improvement. My role also entails identifying upselling and cross-selling opportunities, leveraging my deep understanding of client needs and goals to offer additional services that benefit our clients.
Channel Service Partner
Alibaba.com
2020.07-Current
(6 years)
(5 years 5 months) Responsible for providing excellent customer service and support to Alibaba.com's business clients. Manage a portfolio of accounts, serving as the primary point of contact for customers and working to build strong relationships and drive customer success. Work closely with cross-functional teams to resolve customer issues and ensure customer satisfaction, while proactively identifying opportunities to grow and expand the customer's business with Alibaba.com.
Customer Success Team Lead
Innovative Hub (SG) Pte Ltd
2022.02-2023.03
(a year)
(1 year 2 months) Oversee a dynamic team, fostering exceptional customer satisfaction. Conduct in-depth analysis for around 80 accounts with customers each month. My role involves strategic upselling, setting KPIs, optimising SOP for efficient communication. Drive the development of long-term plans to meet team goals while maintaining a sharp focus on KPI performance. • Achieving remarkable 60% membership renewal rate (exceeding globalstandards)
Customer Success Executive
Innovative Hub (SG) Pte Ltd
2020.07-2022.01
(2 years)
(1 year 7 months) Managing and growing customer accounts, ensuring their business success in Alibaba.com's platform and satisfaction in services. Work closely with customers to understand their needs, identify opportunities for growth, and collaborate with cross-functional teams to deliver value and achieve mutual success. Additionally, drive revenue growth through upselling and cross-selling Alibaba's products and services while continuously evaluating and improving the customer experience. • Understand customer needs and provide tailored solutions to meet their business goals. • Proactively identify and mitigate account risks and issues. • Provide regular updates and reports to customer on account health and growth opportunities.
Assistant Consultant
Louken Group
2019.12-2020.05
(6 months)
Actively contribute to branding development projects, including initiatives like the Business Excellence Awards. This involves crafting and refining presentation materials to meet award requirements, maintaining timely communication with clients to ensure project progress updates, addressing emergent issues, and coordinating effectively with various teams to facilitate seamless project implementation. Additionally, I've adapted strategies to align with customer demands, optimising processes and significantly reducing client requests for evidence, resulting in a remarkable 98% positive feedback rate. In-depth financial data analysis, including metrics like the current ratio and working capital ratio, is another key aspect of my role. I've summarized and reported the results to our cross-functional teams, contributing to the maintenance and enhancement of our Standard Operating Procedures. Throughout my tenure, I've processed a total of 200 data points, adding significant value to our projects and overall operations.
User Operation Specialist
百词斩
2019.02-2019.08
(7 months)
Overseeing a user base, addressing their daily inquiries and improving their experience with our product, while also planning engaging activities and content to enhance user engagement and satisfaction, collecting and analysing user feedback to drive continuous service improvement, and assisting in critical situations to maintain a positive user experience and protect the integrity of our platform. • Manage a community of 2000 Users. • Achieved 85% conversion of returned user.
Management Accountant
Beisen
2018.06-2018.12
(7 months)
Engaged in the optimisation of organisation's financial operations, overseeing budget management, conducting data analysis, and efficiently handling payroll administration, thereby ensuring precise financial planning and reporting that contributes to the company's success.