Keith Lu JunHui
Summary
Experienced Senior Customer Success Manager with a proven track record in building and nurturing strong client relationships to drive customer satisfaction. Skilled in developing customer-centric strategies and solutions in a fast-paced, client-facing environment. Proficient in managing client and partners relationships, resolving complex issues, and ensuring overall satisfaction. Seeking an opportunity to leverage these transferable skills in a new field to create value and foster growth.
Overview
16
16
years of professional experience
Work History
Senior Account Manager, Customer Success (APAC)
FreedomPay Inc
10.2022 - Current
- Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
- Served as the primary point-of-contact for strategic clients in the lodging/hospitality and F&B field, ensuring timely resolution of issues and effective communication.
- Enhanced customer satisfaction by implementing personalized success strategies for key accounts and through regular updates on progress towards key milestones in the company''s expansion journey.
- Collaborated closely with cross-functional teams by providing insights gained from working with global key accounts, driving continuous improvement in product and service offerings.
- Developed comprehensive implementation plans for complex projects, ensuring all stakeholders were engaged and informed throughout the process.
- Expanded company reach into new markets through strategic targeting of potential global key accounts in various industries.
Account Manager, Customer Success & Growth (APAC)
Nium Pte Ltd
01.2021 - 10.2022
- Achieved multi-year renewals, growth by identifying opportunities and establishing partnerships within the portfolio of accounts as well as external partners to scale expansion and innovation.
- Increased client satisfaction by building strong relationships and addressing their needs promptly.
- Managed a diverse portfolio of over 50 clients in the financial services, social media, and other SaaS companies, which adopted single or multiple products (Issuing, Remittance, Banking-As-A-Service and etc) within APAC.
- Drive innovative thinking to ensure ongoing improvisation of products, processes, and system whilst tapping into latent customer needs.
- Train and manage service managers and interns.
- Oversee client on-boarding and complete project implementations.
- Participated in industry events and conferences to network and promote company offerings to potential clients.
Account Manager, Financial Institutions (APAC)
Wirecard Asia Holding Pte Ltd
04.2018 - 01.2021
- Managed a portfolio of travel, digital asset and financial services companies maintaining strong relationships and ensuring high levels of satisfaction.
- Performed effectively in self-directed work environment, managing day-to-day operations and decisions. Coordinating with various internal and external stakeholders like the schemes and 3rd party vendors to meet objectives.
- Successfully resolved escalated issues, preventing potential loss of valuable clients while maintaining positive relationships with all parties involved.
- Training new staff, sharing knowledge, expertise and information to assist in colleagues work efficiency
- Work with sales to facilitated smooth onboarding, implementation and successful program launch for new clients, guiding them through product setup and training procedures.
- Participated in industry events and conferences to network and promote company offerings to potential clients.
Client Relationship Manager
Pure Commerce (A Euronet Worldwide Company)
11.2017 - 03.2018
- Coverage and relationship management of a designated portfolio of lodging/hospitality clients in APAC
- New merchant acquisition and business development for existing merchants
- Conduct trainings for merchants on Pure commerce product
- Delivered presentations showcasing company offerings, effectively communicating value propositions to prospective and existing clients.
Sales Manager (Team Lead)
Global Payments Asia Pacific (HK Holding) Ltd
01.2016 - 11.2017
- Analyzed market trends to identify new business opportunities as well as converting inbound leads in multiple short sales cycles, ensure a high conversion rate and outperform sales targets.
- Increased sales revenue by developing and implementing effective sales strategies.
- Provided ongoing training and mentorship for junior sales staff, fostering professional development and career growth.
- Secured lucrative contracts with major accounts, leveraging strong negotiation skills and deep industry knowledge.
- Assisting and go to person for sales colleagues on closing deals and various issues
- Built long-lasting client relationships through excellent customer service and consistent followups.
Assistant Sales Manager
Global Payments Asia Pacific (HK Holding) Ltd
12.2011 - 12.2015
- Resolved customer issues promptly, maintaining high levels of customer satisfaction and trust in the brand.
- Achieved sales targets consistently by driving daily sales activities and managing the sales pipeline effectively.
- Increased customer satisfaction, ensuring prompt and accurate response to inquiries.
- Drove sales growth by identifying and targeting underserved markets.
- Conducted detailed market analysis to identify new sales opportunities, enhancing market penetration.
Merchant Service Assistant
Global Payments Asia Pacific (HK Holding) Ltd
09.2010 - 11.2011
- Support sales on merchant onboarding, terminal deployment, chargeback, technical issues and invoicing.
- Facilitated smooth onboarding experiences for new clients, guiding them through product setup and training procedures.
- Assisted team members in improving workflow efficiency by sharing best practices.
- Ensured compliance with company policies and industry regulations, protecting both clients'' interests and the organization''s reputation.
Credit Card Processing Officer (Contract)
HSBC Singapore
08.2009 - 08.2010
Education
Diploma - Marketing Management
Kaplan Higher Education Institute
01.2010
GCE ‘N’ & ‘O’ Levels -
New Town Secondary School
01.2005
Primary School Leaving Certificate -
Clementi North Primary School
12-1999
Skills
- Client relationship management
- Cross-functional collaboration
- Project management and Implementation
- Account and Business development
- Client acquisition
- Operations
Accomplishments
- 07/2016, Sales Negotiation Training & Workshop.
- 12/2015, Global Payments Inc – Singapore Office Top Salesperson.
- 12/2014, Global Payments Inc – Singapore Office Top Salesperson.
- 09/2014, Global Payments Inc – Winner of “President’s Club”, representing Singapore office for the company’s most prestigious award.
- 12/2013, Global Payments Inc – Singapore Office Top Salesperson.
Languages
English
Bilingual or Proficient (C2)
Chinese (Mandarin)
Bilingual or Proficient (C2)
Timeline
Senior Account Manager, Customer Success (APAC)
FreedomPay Inc
10.2022 - Current
Account Manager, Customer Success & Growth (APAC)
Nium Pte Ltd
01.2021 - 10.2022
Account Manager, Financial Institutions (APAC)
Wirecard Asia Holding Pte Ltd
04.2018 - 01.2021
Client Relationship Manager
Pure Commerce (A Euronet Worldwide Company)
11.2017 - 03.2018
Sales Manager (Team Lead)
Global Payments Asia Pacific (HK Holding) Ltd
01.2016 - 11.2017
Assistant Sales Manager
Global Payments Asia Pacific (HK Holding) Ltd
12.2011 - 12.2015
Merchant Service Assistant
Global Payments Asia Pacific (HK Holding) Ltd
09.2010 - 11.2011
Credit Card Processing Officer (Contract)
HSBC Singapore
08.2009 - 08.2010
Diploma - Marketing Management
Kaplan Higher Education Institute
GCE ‘N’ & ‘O’ Levels -
New Town Secondary School
Primary School Leaving Certificate -
Clementi North Primary School
Hobbies and Interests
- Sports
- Travel and cultural experiences
- Investing
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