Michael Chang Email & Phone Number

Auckland, Nz

Auckland, New Zealand

Auckland, New Zealand

Auckland, New Zealand

Auckland, New Zealand

Working with senior stakeholders to oversee all existing client facing aspects of the business. Responsible for retaining and growing all accounts across MX & CX.Responsibilities:-Managing all aspects of the client business by overseeing a customer service program is delivered to maximise business opportunities-Managing a multi-disciplinary team (Account Management, Service Delivery, Support and Customer Success) ensuring all team members are delegated work appropriate for their level and experience and that the team remains challenged and engaged.-Mentor the team to maximize individuals’ growth, and harness the strengths and opportunities of each team member-Responsible for meeting multiple business KPI’s from ranging from revenue through to Satisfaction.-Working with internal stakeholders (GM & CSM) to develop and implement proactive business and client account plans.-Leading and managing all strategic channel planning activities associated with all MX and CX client accounts.-Establishing and growing strong relationships with multiple senior key account stakeholders of key accounts.-Relationship management with outside partners and agencies (creative, PR, promotion, etc.)-Working with CSM & GM to Actively drive client learning/education and process/lead workshops in a facilitator role.-Working with GM to oversee client compensation structure and navigate implications of plan changes-Overseeing and managing BCP level incidents.-Working with CSM to create strategy to focus on maximising ROI to clients and moving from a reactive to proactive approach.-Responsible for proactive and reactive churn mitigation of all accounts

Auckland

Overseeing all aspects of the post sale customer life cycle. Responsible for implementation of process to maximise perceived value of service delivery and focus on customer experience & subsequently retention.Responsibilities-Responsible for all service delivery aspects of the business.-Managing a delivery and support team of up to 10 (PM’s, Developers, SDC)-Overhauling Touchpoint's client experience through multiple process overhauls with a focus on Streamlining project delivery and support to reduce unnecessary expenditure and improve customer experience.-Supporting GM & COO to develop & implement account plans across all accounts, focus on maximising ROI to clients and moving from a reactive to proactive approach.-Acting account manager for 4 accounts.-Working to financial targets for both the service desk and small scale projects team.-Identifying new opportunities to cross and up sell clients-Training new & existing customers to ensure they are utilizing our product suite to the fullest.-Providing accurate Incident resolution and Service Request management, withinestablished Service Level Agreement (SLA) and Operating Level Agreement (OLA)time frames, meeting or exceeding customer’s requirements and expectations.-Liaise with the wider Touchpoint internal support teams and clients as required toresolve Incidents and complete Service Requests, to ensure compliance with SLA’sand OLA’s.-Contribute to the development of an internal knowledge base through documentation & establishment of the Touchpoint University Program-Project Managing client and internal projects.-Responsible for proactive and reactive churn mitigation of all accounts

Auckland, New Zealand

Wearer of many hats, focused towards product management & customer success- First, scoping managing and delivering a Minimum viable product. Second, managing early customers to drive adoption and to make customer centric iterations to the product.Responsibilities:-Research and interviewing potential customers then planning & defining mobile app scope.-Overseeing initial delivery of both Android & iOS mobile app and Website-Overseeing contractor and third party technology providers-Managing a remote outsourced team of 4 (designers and developers) -Managing and analysing feedback from stakeholders to make ongoing improvements to mobile app.-Establishing high level customer journey map focused on streamlining customer time to ROI/value added perception.-Establishing a customer onboarding plan using customer journey map.-Implementing and managing support program-Growth & retention focused Account management-Client reporting preparation and analysis-Supporting sales team through various activities, in particular focussing on process improvement

Auckland, New Zealand

Managing a team of 15 CSR’s for an insurance company navigating an exit of the local market due to the Christchurch earthquakes.Responsibilities-Implementation of new CRM ( Microsoft Dynamics CRM)-Scoping out large scale projects to deliver statement of work documentation-Streamlining and managing the recruitment process-Design and implementation of training & up-skilling program, to streamline onboarding process of new team members-Managing escalations and improving the escalation management process -Performance management process management -Preparation and analysis of reports to drive better outcomes for the team & company.

Auckland, New Zealand

Wearer of many hats - mainly relationship and delivery focused in a start-up that provided free-to-call phone and online directory services to SME businesses .Responsibilities-Design and implementation of onboarding process to streamline customer journeys.-Building & maintaining relationships with clients, dealer channels, suppliers & distributors.-Project managing website design & development (outsourced to off site dev team).-Managing client business system integration/synchronisation projects.-Managing various Client Accounts with a focus on growth and retention.-Design and implementation of end user support process.-Managing of promotional campaigns & competitions.

Auckland, New Zealand

Managing a team of nationwide 'Rangers'​ (business device specialists) delivering training on the latest mobile technology to high-value clients and internal staff members to drive adoption and ultimately LTV. Responsibilities:-Customer Journey mapping to support the planning, creation of 1-on-1 and group training sessions, used to maximise LTV of high value clients and increase internal teams product knowledge.-Delivery of training program to both internal and external high value stakeholders (Gen-i enterprise clients and Gen-i sales teams as well as dealer channel front-line staff and business sales teams)-Managing device and application support program.-Managing client business system integration/synchronisation projects.-Building & maintaining relationships with clients, dealer channels, suppliers & distributors-Reporting to & supporting department HOD’s-Assisting sales teams with RFP's-Key alignment of team to different business verticals-Training & up-skilling of team members-Performance appraisals -Championing & leading mobile technology for the organization at any and all opportunities including conferences and seminars

Auckland, New Zealand

Post Graduate Diploma, Business Administration And Management, Business Administration And Management, General

Bachelor Of Science (B.Sc.), Ecology

Education record