Office 365
Andrew Kang
Summary
Dynamic and Innovative Technology Leader, Solution Architect & Senior Project Manager with a total of 22+ years of Leadership, Pre-Sales, Program/Project Management, Customer Success Management, Professional Services Delivery Management, Account Management, Customer Advisory, Customer Support, Training/Customer Education, Partner/Vendor Management, Managed Services and Information Architecture experience across several industry verticals. Experienced in developing APAC growth strategies and successful execution with proven results (refer to experience highlights).
Experienced in all phases of client lifecycle engagements and specialize in full life-cycle implementation for technology projects. Project successes include managing global projects using cross-functional & technology teams in a global delivery model for strategic IT initiatives.
Strong Operational & ICT Management background, created & introduced robust business and IT processes to support daily business operations.
Overview
17
17
years of professional experience
3
3
years of post-secondary education
2
2
Certificates
6
6
Languages
Work History
Head of APAC, Ship Product Line
DNV
01.2020 - Current
- Responsible for the APAC Digital Solutions business which includes customer success management, pre-sales & sales, account management, professional services, project management, training, customer support and managed services. Managing diversified and multi-cultural team members in Singapore, Malaysia, China, Korea and India (up to 25 team members). Responsibilities include oversee HSE of the operations; quality deliverables of projects; competence development & coaching/mentoring team members; delivery within projects schedule; manning and resources allocation and delivering of APAC growth and KPI.
- Drive cross-functional focus on Customer Outcomes, Value, and Experiences
- Recruit and lead functional executives
- Recruit, motivate, and retain higher-performing customer success organization, driving employee engagement, satisfaction, and morale
- Create proactive, repeatable processes and playbooks to drive consistently-strong Customer Experience
- Champion cross-functional initiatives to maximize Gross Revenue Retention and Net Revenue Retention
- Leverage technology to create digital capabilities and automation where possible
- Build strong alignment with peers in Sales, Product, Marketing, Finance and other areas
- Partner with Sales leader to maximize Net Revenue Retention
- Partner with Product leader to drive product adoption
- Define model for scaling functions cost-effectively and monetize services where possible
- Own Gross Revenue Retention target
- Create comprehensive partner strategy including identification, onboarding and measurement of partners
- Engage directly with high-value clients
- Act as learning engine of business to infuse customers' voice into all aspects of business
- Have strong understanding of the complexity and nuances of different market segments (PLG and SLG) and ability to develop customer journey lifecycle that is strategically tailored
- Demonstrates Operational Excellence with affinity for metrics-driven, results-driven approach
- Used critical thinking to break down problems, evaluate solutions and make decisions.
- Demonstrated leadership skills in managing projects from concept to completion.
- Proven ability to develop and implement creative solutions to complex problems.
- Demonstrated strong organizational and time management skills while managing multiple projects.
Head of Section, Maritime Software APAC
DNV
11.2012 - 01.2020
- Responsible for technical quality, project financial, resources, schedules and progress for projects in APAC for Digital Solutions Consulting scope of work. Scope covers all phases of the project – Initiation, Execution, Planning, Monitoring & Control and Closure.
- Manage financial performance of projects to meet project budget. Identify, initiation and management of change orders throughout phases of project to increase sales by 5%.
- Scheduled weekly section meetings to review emerging challenges, identify opportunities and recognize high-performing employees.
- Identified KPIs and created measurement mechanism to track operations efficiency.
- Improved customer service quality to promote customer loyalty and enhance operations efficiency.
- Conducted annual employee performance reviews to recognize achievements and identify areas needing improvement
- Resolved customer service escalations to promote mutually beneficial outcomes.
- Assigned employees to ongoing and special projects to realize adequate staffing and meet production schedule parameters.
- Delivered weekly project updates to management to enhance program visibility and promote improved project performance.
- Observed each employee's individual strengths and initiated mentoring program to improve areas of weakness.
- Trained new employees on proper protocols and customer service standards.
- Trained and guided team members to maintain high productivity and performance metrics.
- Cultivated and strengthened lasting client relationships using strong issue resolution and dynamic communication skills.
- Interacted well with customers to build connections and nurture relationships.
Group Quality Assurance Manager
Tai Chong Cheang Steamship
11.2011 - 11.2012
- Contributing information and analysis to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, and customer-service standards; identifying and resolving problems; completing audits; determining system improvements; implementing change
- Ensuring business processes are incorporating enabling technology and promoting use of technology as business enabler
- Support Crew Management and Competency & Training functions
- Proven ability to learn quickly and adapt to new situations.
- Developed and maintained courteous and effective working relationships
Deputy IT Manager
Tai Chong Cheang Steamship
05.2006 - 10.2011
- Ensuring business processes are incorporating enabling technology and promoting use of ICT as business enabler
- Full cycle project management of company-wide Fleet Management System implementation covering Accounting, Procurement, Planned Maintenance, Inventory, Document Management, Quality and Safety Management.
- Maintains and supports office and vessels’ applications eg: BASSnet (PMS, Procurement, Document Manager), BASS Accounting, SAFIR, marine navigational (ChartCo), etc.
- Designed and managede implementation of modern, highly reliable corporate IT infrastructure and data center integrating voice, video and data networks, enterprise servers, WAN, VPN and security
- Designed and implemented remote access services for site offices (Hong Kong, Shanghai & Manila) and mobile users in conjunction with Business Continuity plans
- Supports fleet-wide email (Rydex), Inmarsat (B, F77, FleetBroadband) & Iridium satellite communication systems
- Design and develop customizations for in-house BASSnet system users’ requirements.
- Oversaw IT department operations and training.
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
- Oversaw daily performance of computer systems and immediately responded to IT issues to keep services up and running.
Education
Bachelor of Science - Computing (Internet Technologies)
Staffordshire University
UK 01.1998 - 12.2000
Skills
Client relationships management
undefinedAccomplishments
- Achieved APAC Gross Revenue Retention rate of 100% between 2019 to Q1 2023 with an average Revenue Growth of 20% YoY despite COVID-19 impact globally through effectively customer success management and growth strategy execution
- Achieved new solution sales over USD 6 million, between 2020 and Q1 2023.
- Successful market expansion into Taiwan in 2022 with the largest global contract in DNV Digital Solutions maritime segment history.
- Successfully retained and drive upselling for clients in APAC (Singapore, Hong Kong, Indonesia, Australia, China and Thailand)
- Continuously drive innovations by leveraging new technologies / market opportunities for enhancing digital capabilities and delivery processes which contributed to 5% revenue growth in 2022.
- Managing APAC regional consulting revenue of USD 3 million with up to 25 staff members and 15 subcontractors across APAC in Singapore, Malaysia, Shanghai, Korea and India.
- Managed projects over USD 6 million, spanning several functional areas, geographies, and company BU’s.
Affiliations
- Society of Naval Architects and Marine Engineers (SNAMES)
- Project Management Institute
- Volunteering for charity organization Singapore Hokkien Association
Software
Microsoft Project
Salesforce (CRM)
Qliksense
Power BI
Azure
Visual Studio
SQL
CData (Data Connectivity Platform)
Certification
Leading Digital Transformation Programme
Interests
Emerging Technology Trends
Customer Centricity
Traveling and Food
Timeline
Head of APAC, Ship Product Line
DNV
01.2020 - Current
Leading Digital Transformation Programme
05-2019
Head of Section, Maritime Software APAC
DNV
11.2012 - 01.2020
Group Quality Assurance Manager
Tai Chong Cheang Steamship
11.2011 - 11.2012
Deputy IT Manager
Tai Chong Cheang Steamship
05.2006 - 10.2011
ISO 9001:200 Internal Quality Audit
10-2003
Bachelor of Science - Computing (Internet Technologies)
Staffordshire University
01.1998 - 12.2000
Similar Profiles
Michael GoekeMichael Goeke
Senior Software Engineer at DNVSenior Software Engineer at DNV
George ButlerGeorge Butler
Inspector Energy Systems at DNVInspector Energy Systems at DNV
Manish Kumar MishraManish Kumar Mishra
Data & Operational Analytics Engineer at DNVData & Operational Analytics Engineer at DNV