Kevin Chang Email & Phone Number

London, United Kingdom

80% of health is determined by non-clinical factors. Joy empowers patients, clinicians, the community and commissioners to find, fund, and refer into non-clinical treatments that work. Manage preventative healthcare at scale, shifting healthcare from hospital to community, sickness to prevention, and analogue to digital.1st on the ground, full stack AM. Building pipeline, closing renewals and expansions, leading commercial strategy.

London Area, United Kingdom

The first step on my transition from enterprise SaaS into medtech. Bringing safe, connected surgery to operating theatres across the globe, leading the customer success and implementation team.

London, England, United Kingdom

On a mission to automate humanity's most important visual tasks by building the most customer-centric company in AI. Built and led a tight-knit team of empowered overachievers, consistently delivered 130+% NRR, and supported a $30M category-leading series A in a "difficult year for SaaS".Leading our Customer Success, Account Management, Customer Support, and Delivery teams.

London, England, United Kingdom

My first 3 months leading CS at V7• Rebuilt Customer Success process end-to-end• Created organisational framework for customer segmentation• Hired 1 Customer Support Specialist and 1 Customer Success Engineer• Defined, measured, and baselined CS adoption metrics into iteration 1 of a customer health score • Launched company-wide product enablement program • Designed and implemented CS personal development plans and career pathways • Managed a book of business of 38 customers

London, England, United Kingdom

Leading a team of 6 alongside Strategy, Operations & Enablement role and CSM responsibilities

London, England, United Kingdom

Strategic leadership role leading the design, analysis, and execution of customer experience initiatives in EMEAR alongside CSM responsibilities, reporting to global VP of CS. Responsibilities:• Operational process design and cross-functional collaboration to increase CS capacity & scalability• Digital CX strategy to introduce tech-touch, automation, and customer self-service• Training and enablement for the CS team to achieve their personal and professional development goals through designing & delivering workshops, directly trained ~600 learners across CX• Player:coach to EMEAR team members, responsible for development pathways and mentoring

London, United Kingdom

• Founding member of UK CS team, built and scaled Customer Success UK&I from 6 to 16 people covering 59% of ARR in the region • FY2020 Results: 187% Net Revenue Retention Rate, 100% Gross Revenue Retention Rate (#1 performer in EMEA)• Redefined the post-sales customer experience, developed onboarding model and adoption playbooks, trained 200+ people worldwide on new process• Introduced digital CX strategy with virtual newsletters, support ticket optimisation and in-product CS insights portal

London, United Kingdom

• Delivery lead for Cortexica's largest client, delivering our visual search solution across the UK, France, and Ireland• Go-to person for all client needs and work collaboratively with engineering and research teams for adding additional value to client relationship through technical improvements and exploring additional services• Leading expansion of video analysis solution for PPE monitoring product and installations of product demos at innovation centres worldwide with our partners at Cisco, BT and Axis• Developed technical strategy for 2019 retail product rollout

London, United Kingdom

Sep 2017 - Mar 2018: Innovation• Product owner and relationship manager for another 3rd party API partnership• Manage the development teams to test solutions and deploying fixes & customer team to monitor customer experience• Work with senior stakeholders to determine scope of projects looking towards Open Banking, PSD2 and GDPRMar 2017 - Sep 2017: Payments• Lead Project Manager and Agile Scrum Master for bank-wide payments data integration project• Managed a team of 20 in planning and executing Product Owner's project vision and meeting KPIs• Initiated backend infrastructure changes to achieve more robust data standards • Co-ordinated with other teams to remove blockers which maximised productivity of our data innovation, big data, and development team• Initiated, led and delivered projects in operational control, meeting regulations, cost-cutting, and deep-dive data analysis• Collaborated with Regulatory Compliance, Data Innovation, Financial Crime, complaints, operations, purchasing and retail products departments and report directly to senior managementSep 2016 - Mar 2017: Finance, Risk & Collections• Independently researched, presented and initiated partnership with FinTech supplier• Successfully progressed to proof-of-concept testing by bringing together directors from Innovation, Risk, and Collections and Recoveries and relationship managing with sales representatives

Bradford, United Kingdom

I ran operational control in ISA, Bereavement, Servicing, Openings, Student and Financial Crime divisions to maintain quality of departmental output. On the side, I led an inter-departmental project to help Santander meet industry standards; identified 2 areas for improvement and proposals for remedial actions, both of which were actioned by management.

London, United Kingdom

My first true foray into Fintech. I handled the customer transition from rate auctions to fixed rates through a outbound and inbound outreach in a team of 4. On the side, I produced a detailed report of 6 months of competitor activity to the company strategy board.

President of one of the largest student business societies in Oxford with over 1000 members and a team of seven committee members. I restructured the organisation, replacing role-based culture with task-based project squads and creating my own project management materials to run them. This gave us a culture of accountability and execution, leading to better quality events and higher productivity.

Oxford, United Kingdom

Oxford, United Kingdom

Hertford College, Oxford

Managed an £84.6k budget as executive member of a 13-person ball committee. I organised the accounts, negotiated contracts, raised funds and formed payment partnerships. The ball was a success, celebrating 100 years of Hertford's Bridge of Sighs.

Oxford, United Kingdom

Longstanding member of a college society promoting intellectual and pragmatic reasoning and debates on business and economics. I ran marketing and events, organised a Hackathon and researched Fintech in the UK and Africa to report to a multinational bank on the future of consumer finance.

My first proper taste of the working world, where I got to nerd about about retail banking and consumer finance. I reported on meeting efficiency, produced FinTech innovation reports, and led a charity challenge team to raise £1.2k for The Alzheimer's Society.

Ba Economics And Management, Economics, 2.I

Activities and Societies: President at Oxford Management Society, Publicity Officer and Research Team Member of Hertford Business.

A* Maths, A Further Maths, A Economics

Activities and Societies: Rugby League team