MoEngage Inc.

•	Manage a portfolio or 10+ clients with top brands in the Banking & Finance (CAKE Digital Bank, Dragon Capital, Smartpay), Retail & E-Commerce (Fahasa, Lixibox), Delivery & Logistics (Ahamove)… 
•	Maintain good connection with client PICs from Digital marketing, Growth or CRM team & provide them consultancy with practical case study to utilize the platform effectively & achieve their objective in engagement, customer retention and conversion rate improvement
•	Monitor customer health, satisfaction as well as risks, and escalations. 
•	Work with internal account teams to identify and resolve renewal risk, churn risk, identify expansion & upsell opportunities, come up with strategies to drive further customer adoption
•	Proactively coordinate with internal team (Product, Engineer Team) to come up with the appropriate solution & provide timely support for client technical queries. 
•	Keep up to date and establish deep knowledge of MoEngage’s solutions and products which new features and improvement keep being release frequently. Understand the practical use cases for each feature and provide proper advice to keep benefiting platform user.

Customer Success Manager

AKA DIGITAL VIETNAM

•	Pre-sale consultant (30%): Conducting discovery section to understand clients’ business objective, pain points, building & presenting partnership proposals and handling possible objections.  
•	Customer Success Manager (70%): Helping clients utilize the value of the technology solution by: 
o	Onboarding new client: setting Client Success OKR, giving advice on data analysis, user segmentation, use case suggestion, providing hands-on guidance on campaign set-up, etc. 
o	Handling clients’ daily requests and issues, working across internal teams to identify the problems and find the solutions. 
o	Giving advice on campaign optimization and technology adoption strategies aligning with client’s business direction 
o	Building long-term relationship with client’s execution team and managers to maintain, renew contracts and handle potential churn risks.

Enterprise Martech Consultant

Epsilo

•	Manage account of Reckitt Benckiser (Durex, Enfagrow, Dettol) in SEA regional & Local level including 6 sub-accounts.
•	Act as a “bridge” between Client & Performance team, ensure internal team understand client’s requirement & conduct effective Ads campaign. 
•	Keep in touch with client’s champions, prioritizing and driving resolution on escalated customer issues. 
•	Onboard new clients & support sales team in demo panel.

Buzzmetrics

•	Manage a business unit of 15 employees with client portfolio of Handphone, Electronics, E-C Retailer & F&B top brands (Samsung, Sony, Panasonic, Electrolux, Tiki, Lazada, Sendo, The Coffee House, Pernod Ricard…)  with total annual revenue of ~10 Bil VND. 
•	Participate in the sale cycle: gather requirement, prepare & present pitching deck, structure the solution packages.  
•	Establish a trusted advisor relationship decision-maker level manager by understanding their marketing strategy, being clear about the role of social media on it and giving promptly advices & head-up potentially escalated issues/crisis. 
•	Keep in touch with clients & consistently promote value of company’s solutions throughout their service experience to secure the chances for retention as well as seek to up-sale opportunities.   
•	Actively “listen” to the emerging needs from clients and proactively come up with new solutions idea. Be the pioneers at Buzzmetrics for the foundation of Customer Social Portrait solutions.
•	Be responsible of recruiting, coaching and supervising team. Allocate & optimize team’s resource to maximize the capacity & be able to work on 7-10 project at the same time smoothly. 

Achievement: 150% revenue KPI handled in 3 consecutive years; Success in big account retention: Samsung, LG, Panasonic, remain team operation cost at 20% (40% is company benchmark); be awarded as Team of The Years & The Excellent Individual

Customer Success/Account Team Leader 

•	Get trusted to be project manager of company’s key accounts (recurring revenue of ~1 Bil VND in total).
•	Deliver reports, give consultation, & maintain exceptional customer services to win client satisfaction & trust. 
•	Conduct syndicated social research of consumer behavior & competitive landscape on social media to support client & agency in planning & pitching. 
•	Provide the first line technical support when needed. 
•	Collect client’s feedback, understand the need & work with product team for product improvement.

Customer Success/Account Snr Executive

YouNet Media

•	Onboard new client: join kick-off meeting, collect info to setup on system, support client to understand how-to-use the system; align on timeline & what to deliver on report.
•	Deliver report & give consultation for client to improve or optimize online marketing campaign/activities performance using findings from brand/campaign tracking reports. 
•	Conduct scoring guideline for data team & QC data output.
•	Work closely with product team to troubleshoot system’s technical issues.

Customer Success Executive

Vietnam Silicon Valley Project

TASK
-	Support accelerated start up from the program’s batch in connecting and working with potential investor

-	Support in networking with sophisticated individuals for angel investments in early-stage start up

Project Specialist

Training Center For Elected Representatives - Board of the Deputy Affair

-Translate academic Vietnamese article of the above website to English

http://ttbd.gov.vn/Home/Default.aspx

Freelancer Translator

articlesatwork.com

- Writing short articles in English about different topics in demands

Freelance Writer

thegioirubik.com

I  was one of the first members of rubikvn,  a forum of rubik cube player community in Vietnam. At the beginning phase of the 4rum, it was not easy to get a rubik cube so that I cooperated with my friends in Hcm city to buide thegioirubik.com. Our purpose is to import cubes from Taiwan and sell them online through the website . We also did promotion on rubikvn forum and had distributors in Hn, Hcm city and Da Nang city.

Distributor

A 7.5-years-experienced professional with experience in B2B  Business Consultant & Customer Success/ Customer Services for leading SaaS & Technology solution provider, working as a partner of top brands’ Marketing, Growth, CRM team. A person with customer centric mindset and high passion in consulting role with the desire to drive long-term value to clients.  RMIT Alumni & Graduates with distinction

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