Razali Abdul Rahim
Customer Success Relationship Manager
Singapore
Summary
Seasoned professional with over a decade of experience in Engineering, Project Management, Operations, and Sales. Proven track record of leading top-performing teams, driving strategic projects, and delivering significant results. Skilled in leveraging technical innovations to meet business goals, managing client relationships, and optimising operational processes. Recognised for exceptional leadership, promoting teamwork, and continuously improving performance.
Overview
16
16
years of professional experience
12
12
years of post-secondary education
2
2
Languages
Work History
Customer Success Relationship Manager
Industrial Scientific Corporation Pte Ltd
02.2022 - Current
- Spearhead customer relations across the ANZAC region (Australia & New Zealand), serving as the primary point of contact and subject matter expert for Industrial Scientific Corporation (ISC) products.
- Established ISC Fulfilment Centres in Perth and Malaysia, significantly enhancing regional service capabilities and reducing response times to meet customer needs.
- Conducted successful commissioning work for ISC products across multiple sites in Australia, ensuring seamless integration and operational readiness.
- Delivered comprehensive training programs for customers and channel partners in the ANZAC region, empowering them with knowledge to maximise the value of ISC solutions.
- Executed detailed audits of ISC Fulfilment Centres in Australia and New Zealand, ensuring compliance with best practices and maintaining high service standards.
- Proactively manage post-sales relationships, addressing technical inquiries and fostering strong client satisfaction to drive retention.
- Develop and implement tailored account strategies, maximising customer value and ensuring alignment with organisational objectives.
- Analyse customer data to identify trends, generate actionable insights, and support informed decision-making that enhances account performance.
- Build and sustain strategic partnerships with customers, driving subscription renewals and increasing product adoption through consistent engagement.
- Collaborate with the Sales Team to align customer objectives with ISC solutions, effectively serving as the single point of contact for all products and services.
- Lead cross-selling and up-selling initiatives by providing expert guidance on ISC products and services, resulting in expanded customer portfolios.
- Orchestrate seamless onboarding experiences for new customers, delivering training and ongoing support to optimise ISC solution adoption.
- Identify and recover lost assets from customers, implementing strategies to maximise utilisation and reduce losses.
- Conduct performance reviews for iNet Tech Support activities across ISC Fulfilment Centres, driving improvements and ensuring alignment with ISC standards.
- Provide targeted training on ISC’s iNet Exchange process, service protocols, and best practices to channel partners, enhancing their technical support capabilities.
- Establish and nurture long-term relationships with channel partners, implementing robust support processes to ensure consistent, high-quality service delivery.
- Successfully led two Kaizen projects and a Total Process Improvement (TPI) initiative in 2024, streamlining company operations and enhancing efficiency.
- Built and maintained relationships with new and existing clients while providing high level of expertise.
- Provided exceptional customer service, resolving issues promptly and maintaining client trust throughout the resolution process.
- Participated in staff meetings to discuss innovative strategies to improve services.
Service Manager and Planner
EDA Industries (Asia Pacific) Pte Ltd
05.2016 - 02.2022
- Developed and implemented advanced solutions to enhance product reliability, achieving a significant improvement in customer satisfaction and feedback.
- Reduced poor quality ratings by 10% (from 35% to 25%) through the introduction of Predictive Maintenance and Zero Hour Maintenance initiatives.
- Established clear performance benchmarks, driving high productivity and service quality across production, service, and R&D teams.
- Successfully led and managed a 10-member team overseeing all production, service, and R&D operations while ensuring compliance with company standards and policies.
- Spearheaded service campaigns focused on Predictive Maintenance and Zero Hour Maintenance, extending product longevity and minimising service disruptions.
- Optimised departmental budgets by managing expenditures, materials, labour, and spare parts, leading to increased resource efficiency.
- Collaborated with the R&D team to monitor and enhance product quality through continuous improvement initiatives.
- Provided technical guidance and mentorship, training technicians in automotive repair, tool usage, and equipment operation, enhancing team expertise and capabilities.
- Directed ongoing training programs for service professionals, ensuring continuous skill development and adaptation to evolving customer needs.
- Engaged with key customers to assess service requirements, develop tailored solutions, and secure client approvals for detailed service plans.
- Cultivated a loyal client base by fostering strong business relationships, driving repeat business and long-term account growth.
- Improved operational efficiency through strategic staffing, targeted training, and streamlined processes, contributing to overall productivity.
- Analysed profitability metrics to identify improvement areas, boosting profitability and attracting new clients.
- Managed spare parts inventory effectively, ensuring optimal availability and reducing downtime to maximise customer satisfaction.
- Maintained project quality through a hands-on management approach, consistently delivering high standards.
- Streamlined documentation and project tracking by developing robust organisational systems for managing reports, agendas, contracts, and records.
- Conducted comprehensive supplier evaluations, ensuring timely, compliant deliveries while maintaining strict cost controls and enhancing operational efficiency.
- Improved customer satisfaction by implementing streamlined service processes and staff training programs.
- Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
- Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
- Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
Mechanical Engineer
Azen Manufacturing
09.2013 - 04.2016
- Collaborated on a $1.5M Energy from Waste Power Plant project, managing schedules and budgets.
- Conducted feasibility analyses for mechanical and electrical requirements.
- Provided technical guidance and mentoring for junior engineers, ensuring high-quality outcomes.
Support Engineer
Open Access
09.2009 - 09.2012
- Streamlined repair processes and implemented consistent support procedures.
- Trained junior IT staff on network security and troubleshooting techniques.
- Documented processes for start-up, troubleshooting, and system maintenance.
- Developed strong relationships with key clients, acting as their primary point of contact for all technical concerns.
- Collaborated with cross-functional teams to resolve complex problems, ensuring seamless system operations.
Education
Bachelor of Engineering - Mechanical Engineering
University of Technology Sydney
Australia 01.2006 - 06.2010
Bachelor of Science - Aerospace
University of Technology Sydney
Australia 01.2006 - 06.2010
Diploma - Electrical Engineering
Singapore Polytechnic
Singapore 01.1995 - 06.1998
Skills
- Service Protocols (Predictive Maintenance, Kaizen)
- CRM Tools (Salesforce, HubSpot, Power BI)
Customer relationships
Relationship building and management
Service support
Customer portfolio management
Team leadership
Account management
Customer relationship management
Accomplishments
- Industrial Scientific Compact Award (2024): Recognised for exceptional contributions to ISC’s mission, selected from over 70 global nominations.
- Led multiple process improvement initiatives, delivering significant efficiency gains.
Hobbies
Martial Arts, Rock Climbing and Football
Timeline
Customer Success Relationship Manager
Industrial Scientific Corporation Pte Ltd
02.2022 - Current
Service Manager and Planner
EDA Industries (Asia Pacific) Pte Ltd
05.2016 - 02.2022
Mechanical Engineer
Azen Manufacturing
09.2013 - 04.2016
Support Engineer
Open Access
09.2009 - 09.2012
Bachelor of Engineering - Mechanical Engineering
University of Technology Sydney
01.2006 - 06.2010
Bachelor of Science - Aerospace
University of Technology Sydney
01.2006 - 06.2010
Diploma - Electrical Engineering
Singapore Polytechnic
01.1995 - 06.1998
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