Lydia Lim Email & Phone Number

Redwood City, California, United States

Campbell, California, United States

Remote

• Director, Global Customer SupportHire and manage a team of frontline and escalation engineers. Act as liaison between Sales, Professional Services and Engineering to ensure customers receive clear action plans for.
• Revived and grew a support organization to achieve a… Show more Director, Global Customer SupportHire and manage a team of frontline and escalation engineers. Act as liaison between Sales, Professional Services and.
• Revived and grew a support organization to achieve a global presence.
• Project managed and launched a knowledge base.
• Implemented a weekly triage process with Development, Product Management and Customer Experience.
• Rolled out a release management process and transitioned it to Development.

Sunnyvale, California, United States

• Hired and managed a team of staff to principal support engineers. Acted as liaison between Sales, Professional Services, Engineering, and Consumers to ensure customers received clear action plans for technical.
• Collaborated with the Development team on product enablement.
• Improved efficiency and performance by creating an internal knowledge base for the Global FortiSIEM technical teams, in addition to establishing a new onboarding program for new hires.
• Worked… Show more Hired and managed a team of staff to principal support engineers. Acted as liaison between Sales, Professional Services, Engineering, and Consumers to ensure customers received clear action plans for.
• Worked closely with Product and Engineering on a new product introduction and ensured all customer facing teams are up-to date on the new release.
• Developed a bug, Request for Enhancement, and Technical Escalation process in collaboration with Development to ensure proper triage.

Palo Alto

• Lead team of twenty-eight including program managers, customer advocates and critical incident managers.
• Built the global customer advocates team to deliver seamless customer experience.
• Contributed to overall Horton Works and Cloudera integration programs around support operations and customer escalations.
• Participated to internal audits and addressed identified gaps with our global customer escalation process.
• Mentor managers for them to lead and scale their respective… Show more
• Mentor managers for them to lead and scale their respective teams. Show less

• Lead a team of nine global level one Customer Operations Engineers.
• Built the global program managers team to manage the overall service requests process with our field teams.
• Developed training program to enable the team to grow into becoming Senior Customer Operations Engineers.
• Created customer touch points regarding dissatisfied surveys to help identify customer satisfaction trends.

Cupertino, CA

• Splunk is a data analytics company that collects and provides analysis of machine data. They have since expanded their products to cover the IT, Security, IoT and Business Analytics space. Key responsibilities:
• Developed Splunk Support Voice of the Customer program working with Confirmit and SFDC.
• Analyzed data and developed strategies to significantly improve customer satisfaction and present it to the executive team.
• Lead the Proof of Concept with Gainsight and… Show more Splunk is a data analytics company that collects and provides analysis of machine data. They have since expanded their products to cover the IT, Security, IoT and.
• Lead the Proof of Concept with Gainsight and worked with the team to ensure a successful implementation.
• Collaborated with other external organizations to identify customer experience best practices.

Sunnyvale, CA

• Arcsight was a cyber security product which is now owned by Micro Focus. ArcSight provided a large scale data security analytics and intelligence software for SIEM (Security Information and Event Management) and log.
• Lead global support team with eighty employees across three regions.
• Managed a multi-million-dollar budget and completed a capacity… Show more Arcsight was a cyber security product which is now owned by Micro Focus. ArcSight provided a large scale data security analytics and.
• Managed a multi-million-dollar budget and completed a capacity plan aligned with the business growth.
• Met regularly with key customers worldwide to establish relationships and drive customer renewals.
• Ensured that support revenue growth continued to flourish at a consistent rate year over year.

• Key Responsibilities:
• Managed a team of twenty technical support engineers and customer advocates.
• Led the integration and change management process between ArcSight to HP support.
• Managed strategic enterprise level technical escalations to resolution.
• Implemented and coordinated the training programs for Support Engineers
• Implemented our global company survey to measure customer satisfaction

• Key Responsibilities:
• Built a successful customer advocate organization to be a liaison between the technical support engineer and the customer base.
• Implemented key processes for order management, customer on-boarding, licensing and revenue recognition.
• Successfully project managed and developed content for the download server project for internal and external customers.
• Implemented a regional On-Call process for the Federal and Enterprise customer base

Siebel Systems was a software company that specialized in CRM (Customer Relationship Management) applications. It was acquired by Oracle in September 2005.

Ba, Political Science, Economics

Activities and Societies: Pre-Law Club, Asian American Association, Phillipino Students Association

Education record

Executive Leadership Program: Analysis into Action

Mba, Emphasis In Marketing

1. Conducted a market research survey regarding the school's curriculum, which was used to improve the classes provided. 2. Contributed in.

Education record