• Led CS teams in Customer Success, Customer Support, Onboarding, Enablement, Implementation, and Service Delivery.• Defined GTM strategy for new service offerings and Germany expansion.• Transformed the CSM team from $22M ARR to $65M ARR with 110% net retention.• Managed the global support team to support 2 products, 2 service offerings, with 24x7, multi-channel coverage with 97% CSAT, 55 NPS.• Built offshore/Philippine call center operations with tiered structure and grew the team by 400%. • Managed 7 outsource service partners with 400+ service designers to achieve 95% SLA.• Designed and built multi-tiered Premium Support offering and generated $2.5M ARR. • Enhanced US Tiered support structure with Tier 2 and Tier 3/SME for future growth.• Improved Service Delivery margin via product automation, contract negotiation and cost reduction.• Built and expanded the Implementation Services team: 60% transaction generated via API.• Enhanced the Onboarding offering with Corp/SMB and Enterprise motions.• Built processes (Handoff, Escalation, Feature Request, Outage Protocol) and tools (Totango, SFDC, Gainsight, Zendesk, Looker, JIRA) to improve efficiency.• Led Customer Support integration effort post-acquisition.

• Led NA and LATAM CSMs with $20M ARR, 99% net retention.• Achieved record net retention in the company's history.• Set team KPIs and improved internal processes to achieve department goals.• Built strategic partnership with cross-functional teams to drive adoption and upsell/cross-sell.

• Led North America Enterprise CSMs with $40M ARR, 110% net retention.• Developed and executed Cloud Success strategy for large enterprise customers.• Partnered with the Global Cloud Success team including EMEA, LAC, and APJ.• Defined and executed key accounts strategy to drive adoption and expansion (25 licenses to 9100 licenses).• Designed and implemented Gainsight platform to track CSM performance and manage client health.

• Managed 11 CSMs (HHS, IDD, Payer, Post-Acute Care) with $22M ARR, 110% net retention.• Built a new service offering for Enterprise clients and generated additional $1M ARR.• Designed and implemented Salesforce Solutions and Gainsight.• Defined CSM metrics to align with department strategy: Renewal 86%, NPS > 50, CSAT > 95%.• Managed two teams through acquisition and integration.• Led China operations: Implementation, Support, QA, and localization effort.

• Designed and implemented processes to streamline workflow and improve operating efficiency..• Managed global team (NA, EMEA, APAC) with defined KPI.• Executed sales enablement strategy to promote CSM services and generated $9M ARR.• Direct impact on key customer renewal with $11M ARR.• Designed and implemented processes to streamline workflow and improve operating efficiency.

• Led cross-functional team (Sales, PS, QA, Dev, Hosting, Upgrade) to manage customer escalations. • Worked directly with the leadership team on issue escalations and technical solutions.• Established and maintained relationships with strategic accounts.• Provided technical guidance to internal and external stakeholders.• Managed issues from submission to resolution.• Designed and implemented Incident Alert System and Incident Management System to proactively and efficiently monitor client issues in real time.

• Supported customers in the US and APAC.• Provided advanced support in XML API, PTA/Single Sign-on, and External Events.• Designed homepages for both Simplified and Traditional Chinese with 500+ knowledge base articles.

• Maintained relationship with Chinese central government agencies.• Developed 30 major news partners in one year.• Coordinated with Marketing, Sales, and Development to launch new projects and online advertisements.• Led the Sina-US WTO Talk Broadcast Project in Beijing.