Simon Li Email & Phone Number

Dalian, Liaoning, China

Account Manager at Husky is responsible for overseeing the management of moderately complex client accounts and developing processes to ensure favorable relationships with clients, meeting their operational needs.Successfully manage the client's customers end-to-end, by renewing, expanding, and converting the service relationships that clients have with their existing customer base. Account Managers call upon existing client customersto assess areas of opportunity, renew current service contracts, and convert customers to different services when applicable. Independent and results-driven, drive success through persuasion versus prescriptive process. Resolve moderately complex client issues, research problems, and make recommendations for potential product enhancements or modifications. Explores various sales channels to improve sales performance. Assist in the preparation of sales forecasts, quotes or negotiations.Responsibilities:• Ensures customers are consistently satisfied with the client's products and services, and resolvesescalated issues• Achieve revenue-based quotas based on successful management of client accounts and supportingprocesses to meet operational needs and growth objectives• Evaluates the client's customer needs and proposes potential solutions• Serves as a single point of contact for the client customer and may coordinate the work of client service teams• Utilize data to successfully remediate customer concerns/roadblocks prohibiting satisfaction• Manage external competitive pressures and effectively handle objections• Work with multiple stakeholders, building effective relationships with decision-makers at all levels• Responsible for managing sales territory and achieving monthly quotas• Negotiate skillfully in tough situations• Identify risk and barriers to success; develop contingency plans when necessary• Identify opportunities for additional product or service sales• Use data to help influence buying/renewal process.

Dalian, Liaoning, China

Customer Success Manager at Micro Focus is aim to understand customer business needs and how the investment made in Micro Focus plays into customer IT business strategy. Partner with Account Team to help customer adopt, expand, and maximize the value of their Micro Focus software products.​ Through regularly scheduled cadence, ensure clear understanding customer definition of success: Optimize software usage aligned to business goals, as well as to enhance customer experience with Micro Focus services. ​Value to the Customer • Trusted Customer Business Advisor • Aligns customer strategy and opportunities for growth towards Micro Focus Solutions • Protects and grows the customer business Responsibilities • Develop strong relationships built on trust and partnership with key customer stakeholders • Drive toward customer’s business outcomes by developing and aligning on a success plan • Accelerate customer’s adoption of Micro Focus solutions to realize greater value from their investment • Serve as customer advocate internally to influence customer experience improvements • Identify risks to customers’ stated business goals, and develop plans to mitigate or escalate, as neededDeliverables • Engages with key customer stakeholders • Owns Customer Success Plan (CSP) • Runs Quarterly Success Reviews (QSRs) • Assesses and drives plans for solution adoption • Facilitate connections with Micro Focus resources • Identifies risks and drives mitigation plans • Operates as part of account team

中国 辽宁 大连

Key roles and deliverables:High Touch Operations Manager for Japan service provider Rakuten, looking after ACI, MBH, EPC, CPNR domains. Being the point of contact for all Operational Issues and a trusted advisor for obtaining resources when needed. Provides reactive support and builds a relationship with Rakuten operation team.Co-ordinates all areas of Cisco to assist the customer in resolving their incidents as quickly as possible, maximizing availability.Acts as a point of escalation for the customer, keeping them updated throughout the life of their incident and assisting with an analysis of their incident after resolution. Through weekly meetings, MBR's and constant touchpoints, the HTOM provides a point of contact for all levels of customer interaction needs. Key deliverables:Escalation & Incident managementAuto engagement on all high severity (P1&P2) incidentsResource coordinationDraft and send out customer facing critical situation updateAssistance on lower severity (P3&P4) incidents when required Weekly incident reviewCoordination of weekly internal and external meeting to review all open ticketsPublishing weekly reports detailing open tickets and actions to resolve Monthly business reviewAnalyzing and presenting operational data

Dalian, Liaoning, China

• SPOC for customer regarding product, support or billings• Developing customer success plans• Managing stakeholders and monitoring customer record and status• Managing tools, programs and processes and driving utilization and value• Expansion and renewal motions• Build strong relationships with Channel Partners to better customer management in the territory• Maintaining a high level of client satisfaction by coordinating both internal and external teams. • Directly working with customer by having weekly/monthly/quarterly business review in order to build strong client relationshipAchievement @ OracleFY17 Q4 China Quarterly Spot award

Dalian, Liaoning, China

• Providing network assurance support directly to end customer via calls, emails and NGSD system.• Monitoring alarm system and react on incidents regarding circuit outage, such as MPLS, IPsec and ADSL link or hardware failure, mainly Cisco router and LAN switches, sometimes firewall, proxy and Riverbed devices. • Lead on priority incidents, arrange appropriate technical design, Cisco Tac, SKF and BASF teams and vendors, and managing resources to resolve the issue within SLA and meet customer satisfaction.• Conducting troubleshooting, including confirm power and equipment status at customer site, access customer end device and running test and other status check, identify possible cause of the outage.• Providing RFO (Reason For Outage) to internal and external stakeholders.• Managing escalations internal and externally to ensure all critical incidents resolution processed followed and maintain customer sentiment.• Monitoring all incidents under queue, emails, calls from end users and vendors as per KPI requirement.

Dalian, Liaoning, China

• CDC CIO teams mainly provides internal overall IT support in APJC regions, providing 24*7 support in English, Japanese, Korean, Mandarin and Cantonese.• As Technical support engineer, providing customer all IT related solution support via phones, emails and ticket systems.• POC between other support teams/product teams to resolve requests/issues in a timely manner.• Ensure proper documentation, notification, escalation, tracking and follow up of all incidents.