Rachel Neo
Customer Success Manager
Singapore
Summary
Bilingual and Results-Driven Senior Customer Success Specialist with 9 years of experience in sales support, customer relationship management, and project management. Dedicated to helping clients succeed, leveraging a customer-focused mindset, analytical skills, and proficiency in CRM platforms to drive customer outcomes and adoption. Committed to contributing to revenue growth through a passion for delivering exceptional service and fostering strong client relationships.
Overview
9
9
years of professional experience
5
5
years of post-secondary education
1
1
Certification
2
2
Languages
Work History
Senior Customer Success Specialist
Forrester Singapore Pte. Ltd.
10.2019 - Current
- Customer Retention & Engagement: Managed a portfolio of over 120 enterprise and mid-market accounts across Southeast Asia and China, driving customer retention and adoption strategies, resulting in a 30% improvement in CSAT score
- Problem-Solving: Managed complex customer issues effectively, navigating multiple internal resources to identify and implement the best possible solutions.
- Strategic Account Management: Analyzed customer health data and engagement reports to identify expansion opportunities, contributing to Quarterly Business Reviews discussion and leading to increase in renewal rates
- Project Management: Led end-to-end project delivery for 1.5 years, managing scope requests, stakeholder alignment, and on-time execution of multiple projects
- Process & Efficiency Improvements: Designed and implemented efficiency initiatives, reducing case resolution times by 15% and enhancing overall team productivity
- Cross-Functional Collaboration: Partnered with Sales, Product, and Research teams to advocate for customer feedback, influencing product improvements and adoption strategies
- Customer Onboarding: Led onboarding sessions for new clients and was also part of the CSM Shadow Program
- Technology & Innovation: Conducted UAT testing for Salesforce (SFDC) and Generative AI integrations, identified fixes and errors to ensure seamless system functionality
- Presentation & Training Skills: Recognized as a Global Subject Matter Expert (SME) on Customer Success best practices, leading international training sessions and knowledge-sharing initiatives
Sales Support Coordinator
John Wiley & Sons Singapore Pte. Ltd.
12.2015 - 10.2019
- Organizational Skills: Handles the day-to-day operations and processing of Sales orders for the portfolio of Germany, Switzerland & Austria accounts
- Communication and time management: Manage customer renewals through good communication and organizational skills by working closely with Account Managers and ensuring accurate and timely customer holding reports, quotes and invoices
- System Migration: Provide support in the successful migration of the legacy systems and work processes to SAP
- Training & Mentorship: Acted as SAP Subject Matter Expert (SME), conducting internal refresher training programs
- Compliance: Work with internal departments for SOX compliance audit
Education
Bachelor of Science (Honours) - Business Management
Singapore Institute of Management (SIM), University of Birmingham
07.2013 - 06.2015
Diploma in Business Management - Human Resource
Nanyang Polytechnic
04.2010 - 04.2013
Skills
Salesforce
Certification
Forrester Customer Experience CX Champ Certification
Timeline
Forrester Customer Experience CX Champ Certification
02-2020
Senior Customer Success Specialist
Forrester Singapore Pte. Ltd.
10.2019 - Current
Sales Support Coordinator
John Wiley & Sons Singapore Pte. Ltd.
12.2015 - 10.2019
Bachelor of Science (Honours) - Business Management
Singapore Institute of Management (SIM), University of Birmingham
07.2013 - 06.2015
Diploma in Business Management - Human Resource
Nanyang Polytechnic
04.2010 - 04.2013
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