Jerome Eng Email & Phone Number

Malaysia

Malaysia

Responsible for the sales of Multi-experience Development Platform (MXDP) and services across the APAC region. Overseeing revenue generation strategies and manage regional sales to ensure profitable growth in sales, revenue through planning and execution.Other key responsibilities and activities include:- Lead generation and opportunity engagement- Product presentation and demonstration- Contract management and negotiation - Ensure the success of project implementation and delivery - Customer management and engagement

Malaysia

Responsibilities: Responsible for key customers success engagement and projects implementation in the APAC region. Manages clients, partners and offshore project teams in Banking and Retail Mobile App projects delivery in both Malaysia and China.- Works closely with offshore project managers to ensure deliverables are met.- Engage early in the sales process to position the right solution to the customer to ensure customer satisfaction and meet their business objectives.- Work with Service Ops and Leadership to adhere to Kony/Temenos best practices and business guidelines and utilize collaboration tools to access and share new assets, information and updates.- Help leverage existing proposals and SOWs to maximize efficiency and consistency.- Effectively execute the RFP/SOW process in partnership with the area sales teams.- Collaborate with offshore delivery managers to make sure projects are initiated on a timely basis with a qualified team that reflects the customer’s expectations.- Maintain accurate and up-to-date reporting, documentation, and system information to ensure the business can be accurately forecasted.- Collaborate with area sales leaders and account managers to build relationships, aggressively build pipeline, and close bookings as measured by booking targets.- Collaborate with sales engineering to ensure services are engaged early and at the required level of technical detail and content and that POCs are incorporated in the service’s proposed solution.- Ensures that Kony delivers successful outcomes to the customer as documented in the SOW by reviewing project status with Kony project team, partner and the customer.- Involved in remediation of customer problems, serving as a customer advocate to ensure problems are effectively and rapidly resolved.

Kuala Lumpur, Malaysia

Responsibilities: Responsible in key customer projects implementation for E-commerce platform, ERP, Inventory and Point of Sales solutions. Managing both project and product teams toward delivery of project for a premium fashion brand company in China.Product and Project Management- Manage internal project team in deliver the key project at Shanghai, China.- Manage product team for in-house product development to meet project deliverable.- Assist customer in driving the contract and SOW review, price negotiation for ERP solution and vendor selection.- Manage vendor, customer and project team in project implementation, ensure deliverable are meeting the requirements according to the agreed scope and timeline.- Assist in requirements gathering exercises.- Monitor project status and reports to the stakeholders in regular basis.- Perform risk management. Identify potential project risk, propose mitigation plan and resolve the potential issue proactively. - Conduct daily stand up meeting with R&D team to ensure development being carry on timely, according to the release plan and meeting business requirement.- Drive weekly and monthly projects status meeting with respective project stakeholders.

Kuala Lumpur, Malaysia

Responsibilities: Responsible in overseeing product development projects, client engagement, system deployment and support organisation for in-house Point of Sales (POS) and Inventory Management Systems. Accomplishment: Restructure, revamp and implement processes to govern and improve the deployment and support teams’ operation.Product Management:- Manage both internal and outsource R&D team in China for multiple products development projects.- Manage F&B POS, Retail POS and Inventory Management systems’ product development and deliverables, Includes product design, roadmap, development plan and timeline and product testing under iOS platform.- Manage product API integration engagements (e.g. Xero Accounting system integration, Tyro and PC-EFTPOS cashless payment systems integration and certification).Deployment and Support:- Define and initiate the knowledgebase setup, including deployment processes and documentations, FAQ, setup guide, operational guide, issues tracking and system monitoring process by leveraging on the existing resources. - Review, revisit and improve the deployment & support teams’ operation in weekly basis based on the statistic collected, and proactively implement preventive steps to improve the services by reducing issues recurrences, thus improve customer satisfaction.- Define and enforce deployment processes that’s capable to scale by established the pre-deployment check list, deployment activities guide and post implementation sign off processes. Perform resources planning and talents development to be objective and results focus. Provide coaching and promote implements new ideas among team, which helps in achieve the continual services improvement goal.Customer Engagement:- Meeting customer to understand the systems and operational challenges, propose solution and workaround in resolving the challenges.- Perform systems sharing, system demonstration and requirements gathering.

Kuala Lumpur, Malaysia

Responsibilities: Responsible in Contact Center system pre-sales activities, and overseeing the technical team in system support and deployment activities. Accomplishment: Transformed the technical support organisation by implemented processes and measurement to govern day-to-day operation.Customer Support & Deployment- Managed the technical team to perform system support and deployment for contact center and ITSM solutions (Interactive Intelligence, ShoreTel ECC, Enghouse CCE, Footprint and etc).- Defined, plan, managed and executed customer service plan and goals.- Performed resource planning and talents development to accommodate long term service delivery needs.- Managed and ensured the service delivered to customer are meeting the expectation by constantly review and monitor the deliverable.- Managed the relationship of customers, internal teams, principals and vendors.- Managed critical support issues and prepared root cause analysis (RCA) reports and meeting customer for remediation and prevention action discussion.- Performed product fixes release, enhancement and roadmap negotiation with principle. Consulting - Identify business opportunity together with the business development team.- Developed the company’s unique selling propositions and differentiators.- Provided technical advisory for sale opportunities qualification.- Performed business requirements discovery to understand customer’s challenges, pain point and business needs as part of the preparation prior for solution design, system demonstration and proposal preparation.- Prepared respond to Request for Proposal (RFP) and Request for Information (RFI).- Provided consultancy in automate and streamline the operational processes by leveraging on technology and system capabilities.- Provided regular feedback and discussion with principle in term of the product competitiveness, quality, market wish list and pricing to help principle in better position the products in the region.

Responsibilities: Responsible in Pre-sales, Deployment & Support Consultancy and PMO services offering and agreements negotiation, SOW preparation and billing activities for the Asia’s leading Food & Beverage business management solutions.Achievement: Defined the support framework based on ITIL foundation as part of the organisation’s long-term strategic customer service model. And build key customer relationships, identifies business opportunities.- Key clients:i. QSR Group Malaysia - KFC SEA (South East Asia) and Pizza Hut Malaysia ii. McDonald’s APMEA (Asia Pacific, Middle East and Africa regions) - Managed business engagement activities, operation and reporting on the following projects:i. Regional Support Engagementii. Regional Upgrade and Rollout Projectsiii. Regional Project Management Office (PMO)iv. New Project Delivery Engagement- Defined the service delivery strategy based on ITIL best practices that value to the business and increased competitive advantages.- Managed customer’s expectation and alignment with the scope of the projects. Ensures the deliverables are in scope, within the timeline and budget.- Collect, compile, process and analyse the statistics of the support engagements. Drive business review meetings and present the results as well as provides improvement measurement.- Established the end-to-end engagement processes and activities. Ensure the processes are adhered by both internal team and client by constantly review, monitor and re-educate the team.Performed resource capacity and availability management and planning based on the projects pipeline and support statistic.

Kuala Lumpur, Malaysia & Sydney Australia

Responsibilities: Lead McD’s APMEA Center of Excellence (CoE) team which consists of Senior Consultants, Consultants and Analysts, a team of 14 on providing technical supports and deployments activities for McDonald’s restaurant systems.Accomplishment: Started up the Center of Excellence (CoE) to assist McDonald’s APMEA (Asia Pacific, Middle East and Africa) in restaurant applications testing, pilot, deployment, training and support activities across Asia Pacific, Middle East and Africa regions for over 30 countries.- Services Covered:i. Technical Supportii. Regional Field Deployment and Roll Outiii. Training and Documentationiv. Development and Testingv. Managed ServicesRestaurant Systems:i. Back of House Inventory and Management System (SMS)ii. Point of Sales Solution (NewPOS Version 3 and 6)iii. McDonald’s Delivery System (MDS Version 1 and 2)iv. McD APMEA Cashless Solution (Credit Cards payment solution)v. McD Center File Management System (CFM)vi. McD Common Data Movement System (CDMM)- The key contact point of Deployment & Support CoE in managing business relationship, engagement activities, operation and reporting.- Assisted in service strategy decision and transition the services offering into operational processes by adopt best practices and ITIL as the foundation.- Managed client expectation and ensure the team meeting the SLAs with quality deliverables by constantly review the statistic and quality of the deliverable.- Analysed deployment and support activities, and report periodically to respective stakeholders.- Managed integration between multiple products sponsor, product owner, internal business user, CoE, vendor and more than 30 IT personnel across regions.- Defined and managed the operational plan for multiple teams in term of tactical planning as well as strategic planning.- Defined, reviewed, enforced and refined deployment and support processes to achieve processes optimisation.