Susan Han Email and Phone Number

• Hired and trained a global team of 18 Customer Success Specialists to deliver customer onboarding, drive engagements, improve adoption, and renewals in the Americas, EMEA, and APJC regions. •Developed high-performing teams for enhanced productivity through targeted recruitment, training, and mentoring initiatives.•Led change management efforts during period of hyper growth to transform the Customer Success operational model.•Achieved global expansion of new operating model of Customer Success by identifying strategic partnerships and establishing effective cross-collaborative processes. •Established performance goals for employees and provided feedback on methods for reaching business objectives and KPIs.•Leveraged data and analytics to make informed decisions and drive business improvements.•Fostered collaborative relationships with key stakeholders to drive mutual success both internally and externally.•Cultivated a diverse workforce through inclusive hiring practices to drive company culture. •Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.

My role is to globalize and expand the number of Enterprise customers who achieve their business outcomes through the use of our On-prem and SaaS solutions. My expertise is to standardize Customer Success operational processes, plan programs, build playbooks, and deliver enablement across multi-regions with goal attainment of 90% GRR and 102% NRR.

Lead and manage the North America Customer Success team who are the trusted advisors to all Liferay Enterprise customers. Our goal is to engage deeply and to grow top-level relationships to ensure the best-in-class experiences for our valued customers. We bring business outcomes by taking 360 ownership of the customers' relationship, health, adoption, expansions, and renewals.

• Maintaining responsibility of all membership accounts related issues, including billing inquiries, renewals, additional accounts and added amenities via phone and direct customer interaction. • Excelled in exceeding the weekly and monthly company goal of converting and clearing all account collections issues for memberships nationwide. • Addressing facility and club maintenance issues working with various vendors and service providers. • Maintaining up-to-date knowledge of company policies regarding new acquisitions, sales prices, account terminations, and membership changes. • Developing high member relationships and earning reputation for exceeding operations weekly goals for additional revenue and account retention for the club.

• Responsible for the overall management and daily operations of the client service department consisting of 22 payroll account managers. • Ensured the departmental objectives are met with high emphasis on quality assurance training, performance assessments, interviews, hiring, training, and discipline. • Developed various hands on associate training to improve domain technical expertise in payroll and client service skills.• Successfully headed a 90-day project to convert 75 large accounts to a new payroll service, working with 2 of the largest vendors in the payroll industry. • Championed the roll-out of a new CRM system to identify and analyze product usage, develop internal processes and deliver companywide staff training.

• Managed 2 supervisors and 18 CSRs in support of over $8 million sales plan. • Directed the roll-out of a new PC Windows product for clients and a new CRM system for internal associates. • Improved client quality survey scores to earn the 2nd highest regional status in the division for large call centers. • Developed a strong team of Implementation Account Managers attaining a 93% employee retention rate through various techniques of coaching, counseling, and career path development. • Collaborated with regional sales managers to create an efficient process to support remote sales staff that was used as a model for other call centers nationwide. • Promoted to manage the client service department for the West Coast region call center, assuming responsibility for 15 CSRs, supporting base of 6000 clients. • Responsibilities included providing leadership, direction and motivation to the client service teams: coaching, counseling, progressive discipline, interviewing, hiring, training and conducting performance assessments. • Created training manuals targeted at resolving even the most difficult customer issues. • Developed, implemented, and monitored programs to maximize client satisfaction and manage on-site customer service representatives. • Improved client quality survey scores and retention, earning recognition for both "Most Improved Region" and "Overachiever in Client Retention". • Identified and developed top performers resulting in their promotion to supervisors and team leaders.