MD NURUL AMIN
Leader, Customer Success
Singapore
Summary
Leading a new customer success team across APJC in a fast-paced environment and mentoring them to help drive adoption with the customers and ensure the customer is getting the best possible outcome for their investment. Having worked across Japan and Singapore, I am incredibly passionate about building long-term relationships and delivering an exceptional outcome. Managed and guided a top-tier partner to develop its collaboration business in the APJC regions and achieve its customer's goals through effective collaboration. 2.5 years of experience in global IoT project management in the telecommunications industry enabled a giant automobile corporation to provide networks and solutions for its connected car service globally. Led the project with multiple stakeholders (automobile carriers, device suppliers). Strengthen communication skills to get the technical team aligned with the business team in order to achieve target milestones. 5 years in global sales and negotiations with major international carriers and the top cloud and Internet (OTT/hyperscaler) players in the world. Awarded as a Best Employee in 2014 for recovering 3.2 million USD in disputed amounts from international carriers. Recruited, trained, and developed project coordinators in North America and Europe. Excellent public-speaking and presentation skills; outstanding communication and interpersonal skills. An enthusiastic personality, a never-give-up mindset with a positive attitude, and an aggressive approach to achieving goals within the targeted schedule.
To contribute to the digital transformation of corporations through a business development role that allows me to combine my experience and skills to achieve the digital transformation of corporations together with the latest technology.
Overview
12
12
years of professional experience
Work History
Manager, Customer Success - APAC
Cisco Systems (USA) Pte. Ltd. (Singapore)
12.2021 - Current
- Promoted to Customer Success APAC Manager and moved from Japan to Singapore (APAC HQ) to lead a team of 9 members across APAC region
- Established a CS practice for the High Growth (Scale) market segment across APJC
- Working with data analytics, digital, and marketing teams to orchestrate scale CS motion
- Building bespoke approaches for culturally and geographically diverse market segments
- Working with the leadership team to create a strategy around the expansion of portfolio coverage under CS
- Working directly with product managers to communicate customer feedback and sentiment for continuous product development
- Fostering company-wide culture of customer success by building relationships and partnering with key stakeholders in sales and engineering
- Managing a diverse set of individuals across the APAC region
- Conducting performance reviews and building development plans for the team members.
Manager, Customer Success Team
Cisco Systems G.K. (Japan)
01.2020 - 12.2021
- Promoted to the Manager for the Customer Success team in Japan as a result of the my achievements in to the Partner Success role
- As a Collaboration Customer Success Manager, the taskmy mission is to lead a CSM team to help them drive adoption to the Enterprise and SMB accounts in Japan
- Built a Customer Success team of 113 members within one & a half years
- Guided & enabled the team to be an Ideal Customer Success Manager (CSM) for Enterprise accounts to SMB accounts moving from a reactive customer support model to a proactive customer success engagement model
- Played a “Game Cchanger” role by bringing CSM to work directly with customers and acting as a trusted advisor
- Contributed to huge Revenue (New, Upsell & Cross-sell) increase from $17M to $31M within a year & a half through proactive CSM engagement along with the account team
- Supporting the team morally by joining/engaging with the top customers and stakeholdersstakeholder’s meetings
- This has been a great boost for the team, and they feel encouraged and confident as a result
- Love to work as a Negotiator & resolved a Localization localization support issue by providing feedback and ideas forof a solution to the respective team
- Awarded the “Amazing Lleader” for leading and mentoring an unskilled & young team who contributed to some huge upsell deals and earned trust from customers.
Partner Business Development Manager
Cisco Systems G.K. (Japan)
07.2019 - 12.2019
- Managed a renowned partner in the APJC regions and enabled them to proactively drive adoption with our mutual customers building trust and alignment globally with our cross-functional stakeholders
- Proactive engagement with Partner to develop their Collaboration business across the APJC regions resulting to bein becoming the number one partner in APJC
- Enabled Partner to provide a consistent Customer Experience to our mutual customers, ensure customers received value, and droive profitable growth for partner and Cisco
- Droive the modernization of the partner base and ensured the retention goals were is achieved
- Identifiedy customers that are at risk of not renewing and ensured an action plan is was developed and executed to retain and grow business
- Finished Completed Cisco Adoption Master Class Training and guided partner to drive adoption in a way that helps the customers to achieve their goal.
Project Business Coordinator
KDDI CORPORATION CORPORATION (Japan)
10.2016 - 07.2019
- Leading Led a global IoT project as a Project Business Coordinator for the Connected Car solution for one of the world's top automobile companies (Toyota Motor Corporation)
- Experienced with knowledge and skills in global IoT connected car solutions; direct interface with customer personnel in the USA, Europe & Australia
- Achieved target milestones of the project within their due dates by coordinating with the technical team and other major stakeholders
- Successfully created a strong bond between Japan and the customer’s overseas (U.S, Europe & Australia) locations to enhance smooth negotiations
- Created the business service description of a complex new product within 6 months; integrating it with the business side and technical PMO and delivering to customers
- Contributed to the Contract negotiations and successfully achieved the milestones to sign contracts in each region
- 30% price reduction achieved from the carriers in each region through negotiation and building better relationships with those carriers.
Business Development Manager
KDDI CORPORATION CORPORATION (Japan)
04.2015 - 09.2016
- Closely worked with Business Planning team and Marketing team to develop new markets for Data Center and Global Network primarily outside Japan
- Achieved target revenue for Data Center and Global Networks with a 20% increase
- Successful lead generation and contracting with world-class companies like Amazon, Netflix, and Facebook
- Network sales profit increased by 25% by reducing cost (terminating unused networks, analyzing and improving P/L statements).
Sales Account Manager
KDDI CORPORATION CORPORATION (Japan)
04.2012 - 03.2015
- Sales Account Manager for Global Wholesale (Voice) business with the leading international carriers
- Challenged with improving the revenue from South Asian and South American Carriers which were in the bottom of the list in terms of revenue at that time
- Successfully placed 2 South Asian carriers and 1 South American carrier in the Top 10 of revenue-earning c-20arriers within 1.5 years
- Increased revenue overall by 15% through creating new markets, interconnecting with OTT players and new telecommunication companies
- Recovered 3.2 Million USD in disputed money from carriers through strong relationships with the personnel concerned and win-win tactics
- Awarded as the Best Employee for successful sales and negotiation.
Education
Master of Business Administration (MBA) - Business Administration and Management
Murdoch University
05.2023 -
Bachelor of Business Administration (BBA) - Marketing Business Management and Finance
Ritsumeikan Asia Pacific University
Higher Secondary Certificate (HSC) - Business Studies (Marketing, Management, Marketing)
Notre Dame College
Skills
Customer Success
Accomplishments
- Cisco Leadership Training (2021)
- Obtained Japanese Driving License (2018)
- Japanese national by Naturalization (2019)
- JASSO Scholarship (2008-2009)
- Beppu City scholarship (2009-2010)
- SATO Yo International Scholarship (2011-2012)
- Japanese Language Proficiency (Speaking: Native level; Writing: Professional Level)
Timeline
Master of Business Administration (MBA) - Business Administration and Management
Murdoch University
05.2023 -
Manager, Customer Success - APAC
Cisco Systems (USA) Pte. Ltd. (Singapore)
12.2021 - Current
Manager, Customer Success Team
Cisco Systems G.K. (Japan)
01.2020 - 12.2021
Partner Business Development Manager
Cisco Systems G.K. (Japan)
07.2019 - 12.2019
Project Business Coordinator
KDDI CORPORATION CORPORATION (Japan)
10.2016 - 07.2019
Business Development Manager
KDDI CORPORATION CORPORATION (Japan)
04.2015 - 09.2016
Sales Account Manager
KDDI CORPORATION CORPORATION (Japan)
04.2012 - 03.2015
Bachelor of Business Administration (BBA) - Marketing Business Management and Finance
Ritsumeikan Asia Pacific University
Higher Secondary Certificate (HSC) - Business Studies (Marketing, Management, Marketing)
Notre Dame College
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