Customer Success & Account Operations Manager

I advise businesses in property development, specialty chemical manufacturing, and Hajj and Umrah services on growth strategy and commercial expansion.

I develop go-to-market plans, customer acquisition strategies, and commercial frameworks for new ventures and product launches. I also conduct market research, competitive analysis, and business planning with owners and stakeholders to identify expansion opportunities and long-term objectives.

Managed end-to-end operational relationships for 13 strategic accounts, including five distributors and eight key partners, while supporting hundreds of transactional partners through escalations. Achieved partner CSAT scores of 85–92% in biannual satisfaction surveys and led quarterly business reviews.

Acted as the single point of contact for escalations across Sales, Finance, Supply Chain, and Technical Support, managing up to 100 operational issues monthly under tiered SLAs. Coordinated cross-ASEAN feedback that reduced recurring system-related complaints from 13 accounts to 1–3 per cycle.

Led Indonesia language-compliance advocacy with Legal, contributing to a worldwide commitment for Bahasa Indonesia platform integration. Redesigned local partner onboarding and built automated Salesforce performance reports for channel and partner managers.

Managed 5–10 concurrent international trade shows, conferences, and exhibitions each month for organizers across Asia, the Middle East, and Europe. Delivered end-to-end platform implementation from client onboarding through live-event execution, including repeat engagements from key clients.

Gathered requirements for event configurations, speaker sessions, booths, and meeting scheduling, then coordinated with the technology team for accurate implementation. Provided clients with dashboards for attendance, meeting success rates, and live-session metrics.

Served as the primary liaison for multiple live projects across time zones, using dedicated WhatsApp groups and email for real-time coordination. Delivered mandatory onboarding and retraining through Google Meet to support consistent platform adoption.

Provided responsive client support through customer service channels, resolving inquiries in alignment with internal SLAs.

Delivered product training and consultations to accelerate adoption and reduce time-to-value for new clients. Proactively re-engaged accounts with low usage signals to improve platform adoption.

Sourced and profiled prospective enterprise clients, managing the full sales cycle from initial outreach through solution presentation and contract close using a consultative sales approach.

Delivered tailored HR software demonstrations, performed pre-implementation scoping and needs analysis, and prepared cost models to support solution design and purchasing decisions.