Ophilia Soliano

Senior Customer Success Manager & Partnership Manager @Emplifi

TechnologyConsumer IndustryAccount ManagementMedia & TelecommunicationsAccount ManagerGovernment & Public ServicesProducts & ConstructionSingaporeSales ManagerBusiness Development ManagerPartnerships ManagerInfluencer📝 Influencer or Blogger👍 Sales & BizDevCustomer Success Manager

My achievements as a Senior Customer Success Manager & Partnership Manager at Emplifi include successfully managing a portfolio of key accounts and ensuring high levels of customer satisfaction. I have successfully built and maintained strong, long-lasting customer relationships and have effectively communicated the progress of monthly/quarterly initiatives to internal and external stakeholders. I have also developed new business with existing clients and identified areas of improvement to meet sales quotas. My role in partnerships has led to the formation of strategic alliances that have significantly increased the company's market reach and profitability.

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✨25%

Business Owner

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🇰🇿25%

Kazakhstan

Work Background

EmplifiEnterprise & Partner Client Manager, JAPAC

Jul. 2022Singapore1. Client Relationship Management: • Serve as the primary point of contact for customers in the assigned territory or named accounts. • Build and maintain strong, lasting customer relationships to ensure satisfaction and loyalty. • Understand customer objectives and align our services to achieve those goals. 2. Onboarding and Project Management: • Oversee and manage the onboarding process for new clients, ensuring a smooth and timely product adoption. • Collaborate with internal teams to expedite service delivery and meet onboarding timelines. • Project manage both new and existing customers through any customised implementation and development. 3. Product Adoption: • Monitor client usage and product adoption rates. • Conduct regular check-ins and offer training sessions to ensure clients are leveraging the platform to its fullest potential. • Address any adoption challenges with tailored solutions. 4. Renewal and Retention: • Develop strategies to ensure high retention rates and manage the contract renewal process. • Predict and address potential churn risks, implementing mitigation strategies as needed. 5. Upselling and Cross-Selling: • Recognize and present opportunities for clients to expand their service portfolio based on their evolving needs. • Collaborate with the sales team to ensure smooth transitions for upselling or cross-selling activities. 6. Feedback Loop: Gather client feedback and provide it to the product and service delivery teams to ensure continuous improvement. • Act as the client's advocate within the company, ensuring their needs and concerns are addressed. 7. Reporting and Analytics: • Use CRM and Gainsight to maintain up-to-date client records, track interactions, and measure success metrics. • Provide regular updates to management on client health, renewal forecasts, and potential risks.

TenzoCustomer Success Manager, APAC

Mar. 2021 - Jul. 2022Singapore · RemoteCustomer onboarding, retention, including supporting and executing the renewal process, and cross-sell and up-sell, for your customer base. Understand, through consultation and partnerships, how to identify customers' pain points and drive them and their teams towards value. Conduct regularly scheduled communications with customer influencers and decision-makers to implement and review their success plans to optimise their usage of Tenzo and constantly drive value. Evangelise the capabilities of Tenzo and create Customer Advocacy by securing customer case studies and referrals to new business.

CWTBusiness Development Manager, Southeast Asia & Hong Kong

May. 2018 - Mar. 2021Singapore · On-siteAchieve yearly sales and client margin targets by actively sourcing new accounts to improve market share, by following up actively on all leads / hot prospects and by seeking all upsell potentials with existing / new clients Respond and attend to RFPs, RFIs and rebids of local clients as they are required and ensure that all client contracts meet required profitability. Program Managing 25 Accounts on their growth and feedback. Keeping in touch weekly and ensuring service levels are maintained In charge of data quality for CRM Southeast,Asia Have led the team from a 86% score to a 99% data clean up for 2018 and maintaining the score for 2019. Preparing reports and charts on Southeast,Asia Sale Associates targets and achievements for monthly review and catch up. Assist with implementation planning for Singapore and Thailand; New Accounts and having them arranged with resources planning etc.

PARKROYAL on Pickering, a PARKROYAL Collection hotelAssistant Sales Manager

Apr. 2016 - May. 2018On-siteHandle all correspondence and organise contacts between the sales team and their customers Ensure telephone calls are manned and attended to promptly Respond promptly to emails, fax and phone requests for information or quotes Manage the mail, courier deliveries, stationery, inventory and ensure proper housekeeping Data Entry tasks for the Sales Team -maintaining and updating of customer records Processing purchase requisition, invoices and accounts Preparing estimates and quotations for customers Drawing up proposals and agreements Keeping records of sales targets and actual figures and compiling them into reports for the Director of Sales Assist with familiarization trips, site inspections at the hotel level Provide administrative and human resource support to the Director of Sales and the team Ensure smooth running of the Sales Office’s administrative functions. Promotion from Sales Administrator to Assistant Sales Manager

PARKROYAL on Pickering, a PARKROYAL Collection hotelSenior Operations Executive

Apr. 2014 - Apr. 2016Singapore- Assist the Executive Lounge Manager - Head of Training and Development for Front Office - planning and hitting KPI targets - Ordering of stock and Inventory for the Executive Lounge - in-charge of attendance and Planning - Cleanliness and Maintenance of lounge - Planning of VIP arrivals and meeting up with Owners of companies - Assisting with Long Stay Guest and planning of stay - Checking on Welcome letters and Amenities Daily - Daily Emails and Administrations - Planning daily OJT(On the Job Training) for the team. - Assist with Breakfast, Afternoon Tea and Cocktail service. - service recovery planning's

Starwood Hotels & Resorts Worldwide, Inc.Guest Service Supervisor - The Westin Singapore

Oct. 2013 - Mar. 2014Singapore- Assist with front desk operations - daily arrivals and departures - checking on high balance report daily - assisting with emails - assisting with guest request and preference