Robin Tan
Customer Success Manager
Summary
Proactive and meticulous Customer Success Manager with over 16+ years of experience in Data vendor industry. Proficiencies in account retention, sales, staff training and development. Customer-oriented team player with expertise generating optimal satisfaction levels while building profits and client generation.
Overview
17
17
years of professional experience
3
3
years of post-secondary education
Work History
Customer Success Manager
S&P Global Market Intelligence
01.2021 - Current
- Managed a portfolio of Non Financial Corporate accounts, maintaining strong relationships and ensuring high levels of satisfaction. Achieved over 98% of Customer's retention rate and active users growth of 15% in Year 2021.
- Collaborated with sales/account team to ensure seamless handoffs, resulting in smoother customer transitions.
- Champion usage/enhancements campaigns and clients' events to increase adoption rate and active users growth. Run 8 to 10 campaigns on annually to build up users' adoption.
Regional Relationship Manager
S&P Global Market Intelligence
01.2017 - 12.2020
- Provided comprehensive support to sales representatives, assisting in closing deals and increasing overall sales performance. Handled the book of business of over 50 millions across Asia Pacific and Oceania.
- Coordinated client onboarding processes, ensuring smooth transitions and minimizing disruptions.
- Conducted regular client meetings (15~20 client meetings per month) to review performance, discuss strategies, and provide valuable market insights.
Product Expert/Account Manager
SNL Financial
08.2013 - 12.2016
- Established strong relationships with clients, providing prompt support and guidance on any product-related concerns or inquiries. Did over 20 product demos with different type of prospects and travelled extensively across Asia Pacific/Oceania on a monthly basis.
- Championed new initiatives from ideation through implementation resulting in expansion into untapped markets and increased sales figures. Asia Pacific and Oceania region revenue was by over 30% in Year 2014 and 2016.
- Boosted sales growth by proactively identifying opportunities for upselling and cross-selling within existing accounts. Customer's Renewal rate of over 95% in the Year 2014 to 2016.
Client Account Specialist
Refinitiv (Former Thomson Reuters)
07.2009 - 06.2013
- Assisted in onboarding of new clients, providing comprehensive orientation sessions to familiarize them with company policies and procedures. Managed over 50 customers call per day and increased new sales in my managed accounts/territories by 12%.
- Developed strong relationships with clients, fostering loyalty and trust through consistent communication and personalized attention. Proactively involved in a Global Displacement Project to replace research service in one US Global Bank Global Research Division and was able to fully displace competitor service.
- Actively participated in weekly status meetings, sharing insights on account performance and recommending adjustments as needed.
Client Specialist
Thomson Financial
07.2007 - 06.2009
- Provided comprehensive support to sales representatives, assisting in closing deals and increasing overall sales performance.
- Trained new team members on best practices for managing client accounts, fostering a culture of continuous learning within the department.
- Conducted regular follow-ups with clients to maintain communication and ensure their needs were met.
Education
High School Diploma -
Temasek Polytechnics
Singapore 06.1999 - 05.2002
Skills
Customer Account Management
undefinedReading and cycling
Participated in OCBC Annual Cycling event and completed 24km race
Timeline
Customer Success Manager
S&P Global Market Intelligence
01.2021 - Current
Regional Relationship Manager
S&P Global Market Intelligence
01.2017 - 12.2020
Product Expert/Account Manager
SNL Financial
08.2013 - 12.2016
Client Account Specialist
Refinitiv (Former Thomson Reuters)
07.2009 - 06.2013
Client Specialist
Thomson Financial
07.2007 - 06.2009
High School Diploma -
Temasek Polytechnics
06.1999 - 05.2002
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