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Born and bred in the Philippines, I was in my last year of my undergraduate course (Biology which was meant to be my pre-med course) when I got an opportunity to work in Singapore. What initially started as something I would only do for 2 years, ended up being 11 years! From an aspiring doctor, I have developed a career in Account Management (Sales) across multiple industries (Tech, Financial) and in multiple organisations of varying sizes. After what seems a long time in the same country, I realise it is time to break away from the traditional 9-5 job and looking to explore a flexible working arrangement!
JUNI TECHNOLOGY (June 2021 - April 2023) Account Management Lead - Europe
● Managed and served as an escalation point for the EU account management team
● Drove initiatives for individual go-to-market focus areas to increase card spend, reduce churn and improve product adoption
● Managed top 5 accounts in EU
● Collected relevant information from key accounts and send as feedback across product, engineering and upper management to improve product features
● Tracking and monitoring of EU region account health and discussed action points to be executed by the relevant account managers
● Conducted interviews for potential hires for new markets
Customer Success Manager
● Focused on driving product adoption and being the main point of contact for high spending customers to offer premium service
● Set up demos and product walkthroughs for potential high spenders and ensure they are onboarded and equipped to start utilising the platform as soon as possible
● Qualification calls for new applications which includes identify business objectives, current challenges and how the Juni fits into those pain points
● Engage and collect product feedback regularly and communicate to the product team. Logs into CRM for visibility to the organisation
● Created product marketing emails for existing customer base to keep them informed of all new features
● Initiated a competition chart to identify product’s current strengths against key competitors to help product teams build a product or feature that is valuable to our target market
● Running regular health checks on customer base and identify red flags to re-engage and gather insight on why spend has decreased
REVERSEADS (August 2020 - Present) - Head of Marketing
- Lead the development of strategic business priorities, based on internal & external analysis through data.
- Work closely across all heads of departments including the CEO to devise strategies to increase revenue through lead generation
- Work on integrated campaigns, closely collaborating with the Strategy, Sales and Media teams that leads to Growth team’s execution via multiple platforms while continuing to optimise and measure performance.
- Ideate, test, iterate, and optimize growth via paid acquisition, retargeting, and product optimizations across web and native-app growth channels
- Constantly work on new tools, creatives and other ideas for experimentation, optimization and acquisition growth
- Using data and analytics, create a culture of structured experimentation and iteration to drive growth, while ensuring brand alignment and consistent messaging throughout.
- Manage marketing budget with ongoing performance measurement and optimisation to drive sustainable bottom-line growth
SOCIALBAKERS PTE. LTD (October 2018 - Present) Senior Account Manager - JAPAC
● Conduct account planning and strategy for the assigned book of business
● Mitigate churn by working with cross-functional partner (i.e. Education teams) to increase adoption on
products and highlight value of the platform
● Maintain excellent relationship with customers and conduct frequent check-ins/health checks to ensure high
utilisation of all product features available
● Proactively reach out to customers on new product updates and share best practices in region
● Lead onboarding sessions and work collaboratively with the Onboarding Manager to ensure that the session is relevant to the customers objectives
● Secure contract renewals on or before the expiry dates and recommend the best packages for the customer
● Identify upsell and cross-sell opportunities and align with business immediate and long term needs/objectives
● Maintain CRM data accuracy by updating account details as and when there are changes in the organisation
LINKEDIN SINGAPORE PTE. LTD (February 2016 - August 2018) Relationship Manager - Philippines
● Responsible for all post-sales activity for full book of business post handover from the relevant Account Executives with retention and upselling/cross-selling as the key objective
● Conducting kick-offs on all products purchased by customer and ensuring success metrics are set at the early stage of the account set-up. This task includes identifying/confirming the relevant license holders as well as escalation points throughout the stage of the subscription
● Assisting with campaign launches and advised customers on best practices on the platform to maximise investment on LinkedIn ads
● Perform regular reviews on account including product usage and continuously aim to drive value to the customer by identifying any business challenges they might encounter throughout the term
● Establishing strong relationships with key stakeholders and decision makers to ensure value of the product is communicated to the right individuals while also maintaining good relationships with individual license holders and managers
● Acts as an advisor for customers on specific business initiatives they are planning and the execution by proposing several LinkedIn products that match their needs
● Serves as key point of contact for any customer issues (including update in billing contacts, technical issues, queries on security) and escalates to proper internal channels if required
● Conducts follow-ups on invoices as and when escalated by the Collections team
● Working with cross-functional partners including but not limited to Solutions team, Customer Success Organisation and Account Executives to drive maximum optimisation and value for all products purchased
● Organising relevant events for customers and assist with in-country workshops
● Accurately maintaining quarterly and monthly forecast
GOOGLE ASIA PACIFIC, SINGAPORE (July 2013 - February 2016) Google for Work Renewal Sales Representative (India)
● Maintained renewal rate of 96% for existing Apps customer base in India.
● Organised and ran 3 Google for Work events in Delhi, Bangalore and Mumbai for 60 customers and partners in the region to promote Google Apps products and showcase new features and functionality
● Provided regular syncs with partners to ensure customers renew at the anniversary date. Also reached out to end customers in conversations regarding pricing, service issues and ‘poaching’ activities of partners in the region.
● Coordinated and raised several requests to VP for pricing approval via SIMBA to cater to retain customers.
● Involved in migrating TCL customers to new partners due to current partner on a wind-down period and
ensuring that the customers stay with Google Apps. Ensuring a smooth transition to new partners upon the
renewal. Providing certain special requirements on pricing to customers prior to transition.
● Coordinated with Transition team regarding customer’s questions on their Postini transition details. Communicated information regarding updates to end customers (both resold and direct) as well as partners regarding the Postini transition.
Google for Work Specialist - Renewal Sales (with Optimum Solutions, working on-site Google Asia Pacific) July 2013 – April 2014 (APAC)
● Responsible for communicating the transition process from Postini to Google Apps by working with resellers and direct customers based in Asia Pacific (ex. Japan)
● Achieved above 160% of Postini renewal quota for Q4 2013
● Liaised with internal resources on any technical questions from the customers and ensured that customers are well aware of the transition process
● Coordinated with customers as well as internal stakeholders (product teams, invoicing, order management,
deal desk, legal) to ensure seamless processing of renewals
● Assisted with customer issues such as invoicing and billing disputes by engaging the relevant teams
● Assisted with Google Apps renewals for India by liaising with partners and identifying any accounts at risk as well as mitigate these risks as early as possible
THOMSON REUTERS SINGAPORE, PTE. LTD, SINGAPORE (February 2010 - June 2013) Client Development Manager August 2011 – July 2013 (Asia Pacific)
● Responsible for the efficient and prompt renewal of subscriptions from clients in Asia and ensuring that processes were correctly followed to prevent cancellations
● Established and developing key contacts and built effective internal and external business relationships.
● Played a pivotal role in the improvement of customer satisfaction and successfully increased the number of
customers selecting to purchase subscriptions online
● Successfully devised and implemented opportunities to increase revenue for the business by identifying
opportunities to upsell and cross-sell subscriptions
● Liaised with Account Directors ensuring that they are aware of client contact and account developments
● Accountable for the collection of feedback from customer to improve service delivery, quality and processes
● Played an active role in the provision of sales and administrative support to facilitate the operations of the
business
● Delivered client training to ensure that clients were fully conversant with their subscription services
Technical Support Manager (with Sciente Consulting Pte. Ltd, working on-site at Complinet Singapore Pte. Ltd) August 2010 – August 2011
● Ensured all clients assigned renew their current Complinet services and revenues are maintained
● Monitored usage statistics. Identified low/non users for contact to improve usage with respect to the renewal cycle in a timely manner. Also investigated high usage for any breach of terms and conditions relevant to the client
● Ensured all customer and permission information is updated and accurate in Salesforce.com
● Liaised with Account Managers ensuring that they are aware of client contact and account developments
● Successfully devised and implemented opportunities to increase revenue for the business by identifying opportunities to upsell and cross-sell subscriptions
Consultant (working Complinet Singapore Pte. Ltd.) February 2010 to August 2010
● Responsible for support and renewing the business of the assigned account portfolio. Primary objectives were to prevent cancellations and to develop positive relations with all contacts within these accounts
● Promoted ongoing improvement in customer satisfaction and increased usage in online subscriptions by fostering relationships with the key users of the products as well as the decision makers
● Kept the account director fully aware of all client contact and account developments
● Set up trial permissions on STAR and inform user permission details when available
● Accountable for the collection of feedback from clients to improve service delivery, quality and processes
● Played an active role in the provision of sales and administrative support to facilitate the operations of the
business
● Delivered client training to ensure that clients were fully conversant with their subscription services
CHARTWELL TECHNOLOGY INC, Singapore (May 2008 to January 2010) Customer Service Representative
● Responsible for the delivery of exceptional customer service over phone, email and live chat while according to service standards and company policies
● Accountable for the provision of information to clients in relation to client-related bonuses, promotions, account information, payments and technical issues affecting client software through the effective use of back-end tools
● Made a significant contribution to the work of the verification department by sending out verification requests and basic identity checks utilising online tools
● Played a significant role in the provision of follow-up services to customers chasing up verification documentation
● Responsible for the submission of cases to appropriate departments to ensure that cases were dealt with efficiently and in a timely manner
● Supported the work of the team by providing basic documentation and administrative assistance ensuring that records were up-to-date and accurate at all times to facilitate the production of reports
● Delivered training to new staff and becoming conversant with the FAQs and SLAs
LAKBAY DAVAO TRAVEL, Philippines (July 2007 to April 2008) Assistant Operations Manager
● Coordinated the processing of orders through the Abacus CRS and IATA counterpart systems
● Responsible for the financial management of collectibles ensuring payments were gathered and processed
correctly
● Personally accountable for the marketing of international and domestic packages to consumers using a wide
range of promotional materials
● Delivered first class customer service ensuring that clients travel requirements were met and they were
provided with sufficient information relating to their travels
● Facilitated the daily operations of the travel company by ensuring that software and systems were fully
optimised and operational
