Winnie Hoe

• Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
• Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
• Proven track record on leading successful Zoom AI companion implementation and adoption to top 3 accounts within portfolio ( including Financial , Education and Retail verticals)
• Led process improvement and problem-solving efforts to support customers on their AI implementation and drive adoption to achieve maximum utilization and business value.
• Act as Project Manager to ensure AI implementation meets the targeted timeline and minimize showstopper during the process
• Act as trusted advisor and create Success plans accordingly for expanded functional usage, provide use case examples

• Responsible for developing and maintaining long term relationship with Stakeholder within assigned accounts and ensure successful deployment of Zoom line of products and services
• Develop and conduct onboarding and training / product demos for new customers (primarily large Enterprise customers, including Mandarin-speaking accounts in Greater China Region)
• Identify business opportunities through customer engagements and provide ad-hoc support issues
• Strong collaboration with multiple key internal stakeholder (Sales, Renewals, TAMs and support team etc ) and demonstrated ability to lead customer success conversation
• Analyze customer usage trends to ensure customer maximize utilization and its investment with Zoom Products
• Overachieve 150% on identifying potential opportunities for 3 consecutive quarters
• Lead and represent Zoom in customer annual conference program in Japan

• Consistently achieved improvements in customer adoption, growth and renewal resulting in customer satisfaction and revenue gains
• Progressively promoted to manage larger customer accounts and high-level engagement with program ownership responsibilities
• Demonstrated hands-on business proficiency and technical expertise, worked closely with sales and renewal teams
• Spearheaded C-level client engagements; trusted advisor for Sales Cloud
• Delivered one of the highest CSAT scores via active customer engagement, incident management, and customised expert coaching session
• Recognition award 'CSG APAC MVP' as Top Success Manager
• Experience managing high volume customer engagements
• Strong partnership with Account Executives/ Renewals to identify upsell and cross-sell opportunity / support with add-on growth
• Grew contract renewals within APAC (including GCR market) and improved customer adoption rates via trainings session with recommendations on user engagement journey- primarily managing large enterprise accounts
• Uncover opportunity through analysis, inquisitiveness and deep understanding of customer’s business goals- including initiative and alignment of solutions

• Deliver Salesforce Accelerators which are targeted engagements designed to increase product awareness, drive industry best practices, and provide transformational recommendations to improve product adoption and overall business value.
• Provide 1:1 hands on technical guidance to customers on specific sales cloud product
• Lead C-level engagements for adoption best practices
• Strong involvement in translating usage data and health indicators into strategies for success
• Inspire Customer owners, both tactical and strategic decision-makers, to deploy our recommendations to achieve short-term success and long-term organisational goals
• Measured by adoption / value realisation and customer NPS

• Served as the primary point-of-contact for strategic clients, ensuring timely resolution of issues and effective communication.
• Streamlined internal workflows through cross-functional collaboration, improving overall efficiency within the customer success department.
• Managed escalations effectively, resolving complex issues and preventing future occurrences.
• Increased customer engagement by designing targeted outreach campaigns tailored to individual user profiles.( prioritizing annual order value and potential opportunities)
• Assisted customers with onboarding and product setup to foster successful adoption and usage.
• Leveraged data and analytics to make informed decisions and drive business improvements.

•Lead onboarding engagements such as webinars for new customers and create great customer experience throughout their Salesforce journey
•Responsible for providing an ultimate onboarding customer experience with Premier Solution Plans and drive enablement for Premier features.
•Manage customer engagements at scale and create onboarding journeys programs
•Responsible for handling day to day incoming requests of customers’ usage and adoption needs

• Provided robust sales operations support on SAP platform(Quote-to-cash) to internal Sales end users, regional key users and Sales Channel Partners, from new customer onboarding, opportunity creation and Contract Management to change requests and deal management process coordination
• Supported compliant, business-aligned revenue recognition priorities by optimising quotation submission processes, worked with sales, legal and revenue recognition teams on contract negotiations
• Delivered periodical sales trainings and application demonstrations to regional and local sales teams/new hires (conducted in English and Mandarin);
• Managed pilot roll-out for channel partners’ sales distribution process for partners
• Supported management decision-making by generating statistical reports on deal quotas and statuses, sales planning, territory management, quotations and pricing reports
• Work closely with Rev Rec / Legal / Sales / IT Support team on application/business process-related issues to ensure timely issue resolution and problem-management
• Actively supported feature enhancement releases; involved in UATs and project- managed go-lives

• Oversaw entire project rollout (timeline, budget control, local communication) for Microsoft CRM Dynamics 4.0
• Actively involved in full sales cycle implementation and testing with pilot countries
• Supported user requirement gathering from sales and marketing teams, data migration, UATs and prepared strategy for system integration testing (SIT)
• Coordinated user training, subsequent system enhancements and liaised with offshore vendors
• Provided on-site system support and assistance
• Managed business users, local and offshore IT support team (for application issues); also identified gaps and facilitated greater adoption of CRM business processes
• Led implementation of Level 1 support
• Directly involved in pre set-up activities, assisted with overall process redesign, implementation and continuous improvement to drive customer conversions
• Helped attain BS7799 certification for internal department, improved company credibility with clients
• Established and managed good working relationships with database administrator, Oracle consultant, system analyst and business application managers (CRM/ERP, SCM & BIS)

• Acted as Project Facilitator for J-SOX (Japan Sarbanes Oxley Certification); planned, organized and executed meetings with regional corporations (Australia, China, Korea, Hong Kong)
• Supported full cycle of J-SOX from defining business processes to documentation, walk-through, effectiveness assessment, audit, testing, remediation and others
• Managed overseas projects and provide assistance to Audit Manager to perform onsite audit for Shanghai and Shenzhen manufacturing companies
• Ensured proper documentation of internal policies / procedures locally and operating companies overseas
• Bridged relations and fostered collaboration between consultants and senior managers
• Earlier projects included project-managing development of asset management system built on MS ACCESS
• Set project timelines, oversaw requirement gathering to testing and go-live
• Helped design database and relationship between tables and attributes
• Liaised with local and offshore users on inventory control, procurement and other business processes