Summary:Richard Yao is a 13+ year Dell Technologies veteran with over 20 years of experience in internet, cloud and enterprise software & services in China. He currently leads the China Dell enterprise delivery engineer team. The China DELL enterprise delivery engineer team consists of 50+ service professionals and additional capabilities of our 20+ partner network. Richard's hallmarks are driving transformational change, a world class customer experience and operational/delivery excellenceResponsibilitiesResponsible for service revenue and profitabilityCollect the feedback from sales and customers, refine the service process with cross-functional teams Develop the team to design value added customized solutions based on understanding of customer’s business and marketing objectivesCoach the team to further develop their sales skills and customer success mindset. Hire and retain the best talents Work with cross-functional teams to engage customers and accelerate their business growthEstablish a close working relationship with sales management to create a team atmosphere between sales/service and capitalize on sales opportunities.Establish a close working relationship with BU Management and Global Service Team to develop action plan to address escalated issuesMajor AchievementsBuild a team from 10+ to 50+Design the new localized service offering, from 0 to 50%, contribute >60% service revenueDesign the service solution based on customer pain points, the CSAT > 95% in key accountsChange the team from hardware installer to solution providerExtend the team scope from deployment to whole lifecycle timeIncrease the service revenue ten times, keep the margin 40+