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Work Background
WorkatoEnterprise Customer Success Manager
Jul. 2024SingaporeAs an Enterprise Customer Success Manager, I ensure the success of high-value enterprise clients by understanding their business goals, creating tailored strategies, and providing ongoing support to optimise the use of Workato's platform.
NintexRegional Senior Customer Success Manager and Team Leader, APAC
Jun. 2022 - Jul. 2024SingaporeAs the regional RPA leader, I guide both colleagues and clients through complex RPA landscapes. Driving revenue retention I deliver project success, offering innovative solutions, and being the go-to strategist for RPA-related queries. I led a "Tiger Team" of professionals from different divisions dedicated to bolstering customer retention. The team executed a strategy that I devised to deepen customer engagement, showcasing our commitment to customer satisfaction.
Nintex RPA (formerly Kryon)Regional Customer Success Manager, APAC
Jul. 2019 - May. 2022SingaporeDuring my tenure at Kryon Systems (now Nintex), I managed a client and partner portfolio across APAC, driving revenue retention and growth. I specialized in fostering strong relationships, enhancing product adoption, and innovating customer onboarding processes. My tailored approach to the Asian market led to shorter onboarding times, increased revenue, and improved support operations, highlighting my expertise in adapting strategies to regional market dynamics and customer needs. Highlights:
0 churn track record
Adapted the Customer Success methodology to the Asian Customers’ landscape
Created and executed enablement strategies
Ephesoft, Inc.Manager, Professional Services APAC
Apr. 2018 - Jun. 2019SingaporeAt Ephesoft APAC, my responsibilities included building and leading a team of subject matter experts orchestrating delivery efforts between local and remote resources and top-tier Global Systems Integrators (GSIs). I managed key customer relationships and delivery partners, and my contributions included developing best practices for implementation, product training, and tools to improve professional services sale. Highlights:
Improved Professional Services processes and procedures for APAC
Strengthened the relationship with key GSIs in APAC
Created implementation best practices for partners and key customers
Helped re-design product training and education offering for customers and partners
Created a set of professional services pre-packaged solutions to support the Sales organization sell services
KofaxManager, Professional Services SEA
Jul. 2017 - Mar. 2018South East Asia, SingaporeAt Kofax, I embarked on an enriching journey starting as a Project Manager, where I addressed critical issues and led technical teams across EMEA, SEA, and the US. Progressing to Professional Services Manager SEA, I honed my skills in project profitability and technical account management. In my final role as Manager of Professional Services SEA, I excelled in managing the region's professional services, leading diverse teams, and enhancing operational procedures, significantly improving project delivery and budget management. This role underlined my expertise in adapting to and excelling in various regional markets. Highlights:
Deliver accurate and detailed forecasts.
Improved team delivery quality and skill-set
KofaxProfessional Services Manager SEA
Apr. 2016 - Jun. 2017SingaporeDirectly responsible for project management, technical account management, projects scoping and pricing.
Manage several large projects using international teams to reduce Kofax prime resources bench time and increase the project’s margin.
Oversee large enterprise projects for banking, insurance, and BPO industries. Highlights:
Successfully managed large projects for key customers.
Significantly reduced the number of over-budget projects enforcing strong scope and budget control.
KofaxProject Manager
Mar. 2009 - Mar. 2016EMEAResponsible for project management, mentoring, technical account management, projects scoping and pricing.
Conduct worldwide travel up to 75% (Europe and Middle East) responsible for several roles entailing fixing critical issues for key projects/customers.
Improved the skills and procedures of the offshore team in Hyderabad.
Serve as a Technical Leader involving coordinating the development team (on/off shore) and focusing on helping new partners get familiar with Kofax products to deliver quality, standard compliant solutions. Highlights:
Mentored the offshore team in India on how to properly write SoWs and deliver robust solutions. Helped to create a network of delivery partners in Italy to overcome the Kofax prime resources shortage. Chosen to solely represent Kofax PS in Italy engaging with the sales organization to negotiate a target-operating model and contributing to multiple key licenses wins.
CWS SrlSolution architect and system integration consultant
Mar. 2008 - Mar. 2009Performed system integration based on Kofax platforms.
Involved in large projects implementing HA installations, fax server’s integrations, deep customization of several release scripts (e.g. FileNET IS 3.6-4.0) and custom ERP systems. Highlights: Trained and led the Small Delivery Team to maximize the efficiency utilizing standard tools VS custom solutions. Consistently implemented projects within budget and timeline.
NetManageSenior developer consultant
Mar. 2007 - Jan. 2008Contributed to a migration from legacy (3270 and 5250 terminals) applications to web. Highlights: Successfully handled the communication between the international R&D team and the customer in Italy.
Ad HocSenior Developer - Project Leader
Jan. 2002 - Jan. 2007Duties encompassed pre-sales, product development, product road-map, and post-sales. Traveled extensively throughout the US and Europe for demos, presentations, and customer assistance.
Acted as the company CTO working closely with the Managing Director. Highlights: Reassessed all the technologies used by the company to completely redesign the main software to satisfy more customers while keeping the delivery effort contained. Established and implemented processes to keep track of the customers' requests, bugs, and software evolutions. Directly helped to grow the customer base from 5 to 25 over an 18-month period .
Self employedIT consultant
Sep. 1998 - Apr. 2002ASP and Visual Basic developer on SQL Server 2000.
COM and COM+ components.
Developed nTier applications.
Engineered and developed GUIs, HTML and ASP code, database.
Developed databases on Ms SQL Server2000.
Set up web server, mail server, primary and secondary DNS server on NT5 (Win2K Server).
Designed and installed corporate LANs.
Setup and fine-tuning of all the company servers and workstations.
Developed E-Commerce shopping charts and web portals:
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