Jane Shao Email & Phone Number

Toronto, Ontario, Canada

- Be responsible for the entire customer onboarding and project delivery process with defined success criteria, reducing churn rate by 20% and increasing project delivery speed by 30%- Provided smooth communication with internal and external stakeholders to ensure the project deliveries fall within the pre-defined scope and expected launch timeframe, leveraging a tailored approach best fits the multiple different audiences- Worked with product and tech team, tech support and integration team to effectively identify, troubleshoot tech issues and develop solutions that arised in cusomers' integrations while adhering to support SLA, leading 80% of clients to receive the first value of project implementation within 1-2 months- Used proactive customer-facing approach to support CSM team in identifying opportunities for upsell and contract upgrade by 40%- Documented troubleshooting and resolution notes in Jira, ZenDesk and Hubspot to share internal insights, and keep client informed about the ticket progression continuously- Drove customer satisfaction with the entire implementation process while working with cross-functions to improve onboarding and implementation process and tooling- Participated in quality assurance processes including production update testing, pre-release testing, and other forms of collaborative quality assurance work

Vancouver, British Columbia, Canada

• Managed a B2B customer portfolio worth $800K+ annual revenue and worked as a client onboarding and project implementation manager at a full-service eCommerce consulting agency specializing in multi-channel integration and operation strategy• Led 10~15 brands' multi-channel integrations and implementations across different retail verticals• Acted as client's trusted advisor in identifying project risks and roadblocks, ensuring each project could be delivered on time and within budget while working with different levels of stakeholders with effective communication • Managed an internal project team located in different time zones to ensure projects met expectations and were of excellent quality• Led regular touchpoints with clients to collect feedback to work on project implementation and onboarding process improvement

Mississauga, Ontario, Canada

- Support enterprise sales team for successful presale, onboarding prep, fast product adoption, high customer loyalty and satisfaction- Manage my portfolio of accounts and become a trusted advisor and partner to maintain good relationship with each of them by understanding their challenges, needs and requirements, planning and executing an action plan to increase customer satisfaction by 20%- Primary client’s contact during the delivery and production cycle, serving as the link of communication between internal teams and clients- Concisely present and introduce company product and solutions to key stakeholders at different levels, implementing amended processes associated with clients’ new requirements- Accountable for product and solution testing while working closely with the product development team to make sure each deliverable is aligned with customer expectations- Monitors customer progresses using data-based analysis, taking action to intervene when customer health metrics do not meet expectations- Resolving issues and problems faced by customers to maintain trust and satisfaction- Lead and coordinate with internal team (operation, product, accounting, finance, marketing, compliance& legal) to design and improve customer service process and procedure to provide continued high quality of long-term CS support- Identifies the opportunities to upsell and cross-sell our service and new product offerings, closed upsells with an approximate value of 2MM- 8MM- Focusing on strengthening the competitive advantage at the top by listening to customer feedback and working with product team to iteratively improve the service offering- A customer-focused attitude with the ability to be empathetic, responsive, and resourceful whenever client accounts need my support

Shanghai, China

Digital Marketing- Launched the company account which was recognized as a top 10 creative brand on social media- Worked in partnership with different stakeholders to develop and finalize the content calendar- Created, edited and proofread the contents to engage key target audiences, boost event participation, drive traffic to the website, promote community engagement initiatives and grow advocacy base- Tracked, reported and analyzed all digital campaign performance, recommending adjustments as needed to achieve campaign goals and maximize ROI- Produced compelling contents thru CMS to engage and nurture leads for sales funnel- Used SEO, website analytics & social media insights to extract the customer insights for improvementMarketing Strategy and Communications- Participated in all levels of strategic planning, implementation and tracking of marketing and communications tactical practices- Allocated marketing budgets and resources to deploy integrated marketing projects through the department- Initialized and monitored key performance indicators for each project and campaign which helped seek further opportunities for business growth Brand Management- Distilled brand equity elements and translated them into promotional contents that fit multiple cases- Created promotion collaterals and toolkit for the sales team to cover all the phases of the customer journey - Partnered with product marketing to prepare product launch - Generated ongoing content across digital channels that were aligned to and relevant to the industry trends and consumer events- Liaised with the global team and local PR team to review brand audit outcomes and develop a next-step plan based on insights gained from auditMedia Relations- Developed and maintained strategic relationships with media and bloggers- Led development alongside partners of relevant, best-fit content to different media channel/bloggers

Shanghai, China

Content Management- Created, edited, and proofread press releases and adverts for product managers and clinical scientists - Led creation of all content and material relevant to regional and national promotion events and campaigns - Distributed this material across various networks (product launch, commercial event, seminar, webinar, tradeshow, video, customer testimonial, case study, etc.)- Designed and updated content library and business-focused material that met day to day sales needs Event and Logistics Management - Worked in partnership with vendors to deploy all the necessary resources necessary to the success of the event - Rehearsed each stage of the event implementation to ensure there would be a back-up plan if necessary- Monitored and measured the performance of each event/campaign and initiated improvement plan through customer feedback- Managed expenditure review with project owners and gave suggestions on how to cut cost and control spending on events Project Management- Various and proven experience in planning, estimating, developing, implementing and tracking a variety of marketing campaigns and initiatives- Ensured all the promotional and marketing initiatives were implemented within the project scope (budget, timeframe and quality)- Built and maintained effective business relationships with all cross-functional partners and vendors- Prepared and presented weekly updates of marketing integrated projects to help increase management visibility by 25%Special Duties- Liaised with the product marketing team and local KOLs to create case studies and testimonials (proposal brief to vendors, interview KOLs, editing and proofreading content, etc. )- Prepared presentations for management reviews and led project status meetings as required

Master Of Business Administration, Lazaridis School Of Business & Economics

Bachelor Of Arts, Chinese Literature And History, Honor Undergraduate

During the university, I actively participated in different school projects, volunteering and social internships. In the meantime, I was.