Stephanie Lim Email and Phone Number
I am a Senior Customer Success and Management Leader with extensive experience across industries such as financial services, insurance, retail, consumer goods, and the public sector. I have a proven ability to manage and lead teams across multiple time zones, fostering collaboration between regions such as China, Japan, Korea, Australia, New Zealand, the US, and EMEA. My focus is on ensuring the seamless execution of strategic initiatives and driving customer success for global clients.My key functional strengths include customer relationship management, customer success management, global account management, budget management, process improvement, project management, stakeholder relationship management, strategic planning, team empowerment, team leadership & development, coaching and vendor management.My professional experience has taught me that being authentic is essential, both as a leader and a customer advocate. Authenticity creates trust with customers and fosters psychological safety within teams, regardless of their cultural or professional backgrounds. This authenticity has been a cornerstone of my leadership approach and has enabled me to consistently achieve one of the highest scores in bi-annual employee experience surveys over the past six years. By leading with genuineness and transparency, I have created an environment where my team feels secure and empowered.Another key learning is the importance of maintaining a growth mindset. Even after 12 years in the Services and Customer Success business at Microsoft, my willingness to continuously learn from both customers and my team has been vital. As a leader, while I am responsible for setting the strategy, it’s critical to stay connected to the realities on the ground. Without this continuous learning, I wouldn’t be able to guide my team effectively toward aligning with corporate strategy. Moreover, in a complex environment like Microsoft, providing clarity as a leader is crucial. Clarity helps set the right foundation for the team, especially during times of major organizational change, such as at the start of each financial year. This clarity ensures that the team is aligned and focused on achieving our goals.Lets get connected.
Microsoft
View- Website:
- microsoft.com
- Employees:
- 10
- Company phone:
- 0124 415 8000
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Asia Lead - Customer Success Account Managers (International Customer Success Unit)Microsoft Mar 2021 - PresentRedmond, Washington, UsAs 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.
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Manager Of Customer Success (Modern Work)Microsoft Jul 2020 - Mar 2021Redmond, Washington, UsAs 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.
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Technical Delivery Manager (Services, Modern Workplace)Microsoft Apr 2018 - Jul 2020Redmond, Washington, UsAs 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.
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Principal Technical Account Manager (Singapore)Microsoft Oct 2011 - Apr 2018Redmond, Washington, Us
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It Service ManagementInfocomm Development Authority Of Singapore Dec 2009 - Nov 2011Singapore, SgAchievementsChange 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. -
Support Account Manager (Premier Support Team)Research In Motion Singapore Pte Ltd Dec 2008 - Nov 2009AchievementsAchieved 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.
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Senior Security Analyst (Security Engineering Team)Eds International (S) Pte Ltd May 2008 - Nov 2008Dedicated 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.
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Audit & ComplianceHewlett-Packard Asia Pacific Pte Ltd Jan 2006 - Apr 2008Audit & 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)
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Operations ManagementHewlett-Packard Asia Pacific Pte Ltd Jan 2001 - Dec 2005Team 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
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Messaging EngineerHewlett Packard Jul 1999 - Dec 2000Houston, Texas, UsAchievementsCompleted 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 -
Analyst ProgrammerData Dps (S) Pte Ltd Mar 1998 - Jun 1999AchievementsCompleted 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
Stephanie Lim Education Details
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Monash UniversityBachelor'S Degree -
Singapore PolytechnicComputing
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Monash UniversityComputing; Computer Information Systems
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Clementi Town Secondary School
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Monash UniversityBachelor Of Computing
Frequently Asked Questions about Stephanie Lim
What company does Stephanie Lim work for?
Stephanie Lim works for Microsoft
What is Stephanie Lim's role at the current company?
Stephanie Lim's current role is Senior Customer Success & Management Leader | Skilled in Global Team Leadership & Strategic Client Relationships.
What schools did Stephanie Lim attend?
Stephanie Lim attended Monash University, Singapore Polytechnic, Monash University, Clementi Town Secondary School, Monash University.
Who are Stephanie Lim's colleagues?
Stephanie Lim's colleagues are Jennifer Scott, Rose Peacock, Brian Carter, Harsh Dood, Sasja Moscow, Paul Collinge, Adam Bonar.
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