Stephanie Lim Email & Phone Number

Redmond, Washington, Us

As Asia Lead for the Customer Success Account Managers (CSAM) within Microsoft's International Customer Success Unit, I cultivate strategic relationships with key customer stakeholders, aligning their long-term business goals with Microsoft's solutions. I develop practice strategies that align with business and IT objectives, enabling customers to achieve their strategic priorities. Leveraging customer and industry insights, I drive account planning and craft tailored solutions for high-priority customers.I mentor CSAMs in developing Customer Account Plans that align with Microsoft’s offerings and support them in portfolio prioritization and planning to ensure engagements deliver maximum value. Collaborating with internal Account Teams, I identify growth opportunities to expand the reach of Microsoft’s cloud solutions and oversee CSAMs' execution of these strategies, ensuring the delivery of effective solutions and customer value realization. Additionally, I hire, onboard, and lead a diverse team of CSAMs, fostering a high-performance culture while developing and implementing continuous development plans for the team.I successfully onboarded 20 new team members within 10 months, ensuring smooth integration and operational effectiveness. I led the onboarding of over 200 contracts across 100+ global customers in just six months, optimizing contract management processes. My leadership contributed to significant improvements in delivery metrics and helped secure $3.5M in additional support revenue through strategic upsell initiatives, enhancing cloud consumption.

Redmond, Washington, Us

As Manager of Customer Success for Modern Work at Microsoft, I drove the adoption and growth of Microsoft 365 solutions through strategic customer success initiatives, focusing on mitigating competitive threats and enhancing solution utilization. I hired, developed, and coached a team of Customer Success Managers (CSMs) and Customer Engineers (CEs), ensuring the effective execution of business priorities. I collaborated with key stakeholders within Microsoft to define roles and foster seamless cross-team collaboration, while also championing customer needs to influence engineering roadmaps with customer-driven insights.I led operational excellence initiatives, optimizing the management of consumption opportunities and high-quality reporting. By engaging with Business and IT Decision Makers, I aligned Microsoft solutions with customer business outcomes, driving value realization. I cultivated a usage-driven culture within the Microsoft subsidiary and partner ecosystem, documented best practices, and managed resource utilization to deliver high-value results for clients.I exceeded year-to-date support utilization targets by 2% within four months, surpassing performance expectations. I secured USD $200k in internal funding to invest in strategic customer initiatives focused on workplace transformation and digital modernization. I successfully transitioned a team of 25 Customer Engineers from transactional work to providing comprehensive end-to-end support for enterprise customers, aligning with Microsoft’s reorganization from Services to Customer Success. I also mentored participants and facilitated an ideation lab at the CODESS event, supporting over 150 female undergraduates in Southeast Asia to enhance digital inclusivity for women. Additionally, I generated $500k in support revenue across Singapore and Vietnam within four months of taking on this role.

Redmond, Washington, Us

As Technical Delivery Manager for Services, Modern Workplace, I developed team capabilities to ensure the timely and effective delivery of services aligned with customer needs and business priorities. I led change management and adoption initiatives to drive transformation, ensuring seamless transitions to new processes or technologies. I managed fiscal responsibilities, operating within budget while optimizing resource allocation for maximum efficiency. Additionally, I focused on attracting, developing, and retaining top talent, aligning individual strengths with capability needs to achieve strong results. I fostered an inclusive work environment that valued diverse perspectives and promoted a customer-focused culture.I built and led a high-performing team, driving Modern Workplace projects and delivering premier support to Microsoft Enterprise customers, consistently meeting high standards of service delivery and customer satisfaction.I achieved a 94% Work Health Index in 2019, significantly improving employee satisfaction within nine months of managing a new team of 29 engineers and consultants. I maintained budget compliance for support hourly rates, enabling APAC to meet operational cost targets and optimize profitability. As site lead, I helped close $6.5M in consulting projects across 17 deals by collaborating with pre-sales, architects, and subsidiaries. I also exceeded the consulting budget for new business by 20% for two consecutive financial years, securing new business opportunities in Korea, the Philippines, and Singapore.

Redmond, Washington, Us

Singapore, Sg

AchievementsChange Management and Request Fulfillment processes have met the internal target of COBIT (Control Objectives for Information and related Technology) Maturity level 2.The requirements for IT Service Continuity plans were formally agreed with the vendor.Automation of top service requests were completed to provide fast turnaround time to customers.Job ResponsibilitiesLead the implementation, operations and continuous improvement of Change Management, Request Fulfillment, Availability Management and Capacity Management.Ensure that contractual requirements specific to Change Management, Request Fulfillment, Availability Management and Capacity Management are fulfilled and to escalate to higher management for any disputes.Chair all Change Advisory Board (CAB) meetings.Ensure that all Changes are controlled to minimize impact to the production environment.Ensure that all Service Requests are handled and fulfilled in a timely manner with minimized customers' dissatisfaction.Manage vendor to address customers' complaints in a timely manner.Manage the vendor to establish the requirements and implement IT Service Continuity plans for all services.A key member in the project delivery for an online portal for Request Fulfillment.

AchievementsAchieved minimum escalations for assigned Customer accounts.Selected and trained as the official Kepner Tregor Resolve coach for the Premier Support team in Singapore.Job ResponsibilitiesManages Enterprise Customers such as large financial banks and Telecoms in Asia Pacific.Responsible for carrying out regular checkpoints with to review recurring Incidents and major Problems.Responsible for carrying out regular Service Reviews to review current Service Levels and propose future Service Improvement Plans.Main liaison between the Customers and the Premier Support technical teams for all technical-related requests.

Dedicated to the Singapore Government (SOEasy) account.Responsible for creation of security policies and security-related processes.Interfaces with the Operations Team on setting up security operational processes and linkages to ITSM processes such as Incident Management, Problem Management, Change Management and Configuration Management.

Audit & Remediation PMO (APJ lead)AchievementsAchieved 100% closure for World-wide audit issues, thus improving the quality of service for Hewlett Packard accounts.Establish and mature operational framework. Lead the Disaster Recovery Planning and Enterprise Printing teams to achieve ISO9000 certification.Minimize the number of escalations with continuous process improvements in the Enterprise Printing and Citrix Services teams.Successfully implemented DRP solutions for 12 enterprise applications, including 2 critical SAP enterprise applications with 3TB of data over 2 locations.Audit Remediation PMOCarry out internal audits (e.g. ISO27001) in preparation for any external audits.Ensure that all open audit issues are resolved timely.Implement project plans for open audit issues to increase service quality.Manage projects to ensure they are completed on a timely manner, working closely with project managers all over the world.Escalate project issues timely to proactively alert the management of delay in project timelines and working closely with the management to ensure delays are avoided as much as possible.Generate weekly and monthly management reports to report on remediation status.Strategy & Planning; Resource management for World Wide Windows Delivery TeamReview Operational Metrics with the Service Management team (including reviewing of Key Performance Indicators)

Team Leader for 8 engineers for 3 Asia Pacific teams:Disaster Recovery Planning (DRP) teamIT Service Management (ITSM) teamEnterprise Printing teamDevelop and operate based on consistent metrics for delivery of programs.Manage delivery based on SLAManage escalations, resolve crisis situation, ensuring customer satisfactionEstablish new operations teamOperations and Process Role

Houston, Texas, Us

AchievementsCompleted the mailbox migration project from HP OpenMail to MS Exchange 5.5 within 1.5 years.Document standardization and consolidation into Document Management systemMain Duties and ResponsibilitiesExecute AP email migration for 22,000 mailboxes from HP OpenMail to MS Exchange 5.5.Team Lead for 5 2nd-tier engineers to provide email support to end-usersProvided training to AP end-users, include locally; Deliver the messaging service to AP end-users according to agreed SLAs.Reason for leavingContract with JMC was converted to

AchievementsCompleted an in-house call management system.Completed the IPPT system for MINDEF.Completed the NSMen Overseas Notification System for MINDEF.Main Duties and ResponsibilitiesInvolved in all stages of Software Development Life Cycle (SDLC).Develop systems using PL/SQL, Visual Basic 5.0 and Crystal Reports.Reason for leavingTo enter full-time undergraduate studies

Bachelor'S Degree

Computing

Bachelor; Diploma, Computing; Computer Information Systems

Education record

Bachelor Of Computing