Eddy Chen Email & Phone Number

San Francisco, CA, US

Mountain View, CA, US

New York, New York, US

Invited to be a Customer Success Coach for the Catalyst Coaching Corner, an application-based program that pairs people who are aspiring to become Customer Success Leaders or who wish to elevate their Customer Success career with experienced industry leaders for monthly coaching sessions.

New York, NY, US

El Segundo, CA, US

Focused on recovery and rehab from a major surgery I underwent

San Francisco, CA, US

Led the global Customer Success (CS) team responsible for the growth, retention and overall success of CoderPad’s most strategic Enterprise and Mid-Market customers (eg. Netflix, Shopify, Linkedin, Citadel).𝐀𝐜𝐜𝐨𝐦𝐩𝐥𝐢𝐬𝐡𝐦𝐞𝐧𝐭𝐬:* Recruited as CoderPad’s first ever customer success hire and built out its CS practice and function from the ground up. * Spearheaded.

San Francisco, CA, US

Led the Customer Success team (Success, Support, Training & Development) responsible for the success, growth and retention of Entelo’s Corporate, Enterprise and Key accounts.

San Francisco, California, US

Led the enterprise accounts team, which was responsible for ensuring the success and growth of Upwork's largest and most strategic enterprise clients.

San Francisco, California, US

Led the Client Success team at Elance before it rebranded into Upwork

Mountain View, CA, US

• Spearheaded the overall growth of the Professional Services practice through process development and optimization to effectively support pre-sales efforts and post-sales implementations.
• Managed relationships between internal implementation resources and external integration partners with prospective and existing clients to ensure successful and timely fulfillment of professional services.
• Led a team of Client Services Managers responsible for implementing Gigya’s SaaS platform while providing formal coaching and mentoring on client interaction and product strategy with an emphasis on overall account.
• Cultivated and improved best practices for implementation processes to ensure efficient resource utilization while maintaining world-class quality of service to clients.

Mountain View, CA, US

• Led CSM team focused on the end-to-end implementation of Gigya’s social infrastructure SaaS solution, working with more than 50 external clients/vendors as well as internal cross-functional teams.
• Managed relationships with strategic accounts ($2.5M+ in licensing revenue) and serve as trusted advisor to clients at all levels to ensure successful go live’s and renewals based on tangible ROI and success metrics.
• Served as primary liaison and subject matter expert for all functional and technical questions from clients during implementation regarding product features, back end API capabilities and UI best practices.
• Collaborated with engineering and product teams via Salesforce to troubleshoot bugs and incorporate feature requests and manage release schedules and expectations.
• Engaged with prospective clients by addressing product and implementation inquiries during RFP process and pre-sales efforts.

Chicago, Illinois, US

• Oversaw the web services implementation of Orbitz hotel inventory by managing relationship between business partner, technology integrator vendor and internal Orbitz stakeholders.
• Managed internal deadlines and milestones across multiple functional teams utilizing agile methodology.
• Provided functional and technical subject matter expertise for business partner while managing change requests and requirements modifications during implementation phase.
• Conducted user interface review sessions to define requirements, address concerns and leverage best practices.
• Coordinated user acceptance testing by developing test plans and managing defect resolution process using JIRA.

Englewood, Colorado, US

• Managed all facets of full lifecycle deployment across online, internet TV and mobile platforms, resulting in the successful launch of content monetization solution on primary site, 180+ affiliate sites, dedicated Roku.
• Oversaw requirements gathering for front-end design initiative, pricing models and API/web services integration.
• Led team responsible for solution configurations and end-to-end user acceptance testing.
• Served as primary liaison between client and development team for release management.
• Generated follow-on revenue opportunities, including repeated successful streaming of live and on-demand encrypted content (1.2+ million visitors per month and 630,000+ views per month) across all channels.

Teaneck, New Jersey, US

• Oversaw relationship between business client and IT teams for deployment of order status retrieval and password/PIN reset applications, resulting in 10% increase in self-service automation and 15% decrease in average.
• Led team responsible for gathering and documenting business and technical requirements.
• Coordinated user acceptance and usability testing efforts and performed defect resolution.
• Designed user interface specifications and conducted peer review sessions.

Englewood, Colorado, US

• Integrated two separate software applications for use in passing transaction calls (~5,000 per month) between the competitive local exchange carrier (CLEC) and the incumbent local exchange carrier (ILEC).
• Ensured efficient and error-free transactions between CLEC and ILEC while ensuring compliance with client- and industry-regulated business and technical policies.
• Organized and managed a series of video training modules for client services team focused on product features and industry trends

Norwalk, Connecticut, US

• Analyzed, redesigned and automated inter-departmental workflows utilizing FileNet capabilities, leading to streamlined communication (20% decrease in time processing documents, 10% reduction in lost documents).
• Performed usability testing and developed training documentation for new system.
• Gather requirements via knowledge exchange workshops and ethnographic observations in effort to streamline and consolidate procedures for multiple departments.

Bachelor Of Science (B.S.), Industrial Engineering

Bachelor Of Science (B.S.), Journalism