Yibo Huang

(B2B SaaS startup, backed by Sequoia)

Customer Success

• Built and maintained merchants lifecycle processes, from onboarding to product adoption to retention and upsell opportunities.
• Optimised onboarding and training duration from 14 days to 1 day via the implementation of training material & targeted training agenda.
• Developed best practice playbook by creating knowledge base resources and pre-loading customised solutions to increase product adoption.
• Worked cross-functionally with product, engineering, and business teams to escalate bugs and shape product roadmap based on voice of customers.

Operations

• Built go-to-market strategies and materials to push new feature adoption via webinars, EDM, in-product tours, messaging and meetings across all markets, such as 50% merchant adoption of mobile app.
• Implemented software and built processes to streamline customer support experience, reducing resolution SLA time to within 24 hours.
• Owned and optimised business processes, including sales funnel management within CRM system to transition accounts from sales to customer success and finance teams.

• Created new supply funnel to scale up freelance partners onboarded from 1-2 monthly to 15 monthly and set up capacity for 22 monthly onboarding over next quarter.
• Built a plan to secure working commitment from 65% of freelancers, increasing freelancer job delivery from 1% to 15% in 3 months.
• Worked with 2 interns to build up playbook to optimise onboarding and partner management levers, such as deposit collections and incentives to improve funnel conversion.

• Engaged key restaurant partners to invest in scaling sales on Deliveroo, top marketing contribution portfolio in Deliveroo Singapore.
• Provided data-driven insights to create mutually beneficial methods to grow GMV, such as creating in-demand set meals or broadening coverage in best-fit locations.
• Established framework and educational material for restaurant operations excellence project, creating semi-automatic engagement process to remind restaurant partners.

• Established and streamlined processes and objectives for incubator function within Account Management team, overseeing and managing more than 1000 restaurant sites.
• Increased team's restaurant marketing commitment by at least 50% quarter on quarter.
• Led commercial projects e.g. zonal launch, restaurant support tracking and involved in many other projects e.g. marketing campaign planning, customer conversion.
• Managed and groomed team of 3 to achieve business and personal targets, holding weekly 1on1 sessions, quarterly performance reviews.
• Developed tracking and analysis dashboards and trackers using Looker and spreadsheets

• Improved customer experience by monitoring and reducing top restaurant operational problems like opening rate and acceptance rate
• Reduced sales loss to restaurant partners and Deliveroo by 20% through introduction of auto-acceptance for key partners