Customer Success Technical Lead with 5+ speciality in SaaS Onboarding, Enablement, and Pre-Sales Engagement

Work experience 👨‍💻

Lead Implementation Engineer, Strategic Initiatives Tealium

(February 2024 - Current)

Oversee the development of strategic initiatives for Customer Success, Professional Services, and Pre-Sales, resulting in the launch of new services like Expert Services and Strategic Services, aiming to differentiate Tealium’s customer service offerings.
Contribute to newly closed business with the NBA and an expansion/cross-sell deal for Dollar Tree by consulting Pre-Sales on scoping professional services, evaluating use case viability, and addressing technical considerations vital for the customers’ long-term success.
Directly collaborate with the VP of Customer Success of APJ on key initiatives:
- Develop Partner-Led “MVP” Onboarding packages to expand Tealium’s “Partner First” delivery model and partner ecosystem, and improve customer capability.
- Consolidate the Project Manager and Engagement Manager roles into Customer Success Manager by updating the GTM Revenue Operating Model, reallocating accounts, and revamping team loading and quality metrics.
Participate in GTM initiatives for new products by acting as a subject matter expert and developing sales & technical enablement content for topics like the CDW Ecosystem and Tealium Moments.
Act as a customer advocate by contributing to and maintaining the existing knowledge base, advising on implementation best practices, and managing customer escalations.

(Jan 2023 - January 2024)

Successfully accelerated customer go-live times by 70% by optimizing the customer onboarding process, including the development of a new customer onboarding guide, creation of a "Time to First Value" blueprint, and enhancement of internal handover procedures.
Collaborated with Pre-Sales on accounts such as DBS Bank and Charles & Keith, acting as a solutions architect and leading technical demonstrations for POCs, which contributed to closing the region’s largest new business of 2023 at over $750k CARR.
Developed POCs, workshops, and use case discovery for new product experimentation tailored for National Australia Bank, increasing their first-page personalization speeds from over 250 ms to under 100 ms and contributing to the official launch of Tealium Moments.
Achieved a 10% increase in the team’s billable utilization (exceeding 65%) by developing reports that analyze project hours and finding efficiencies in how we assessed team capacity.
Managed a team of five Implementation engineers while regularly maintaining a personal allocation of over five assigned accounts and projects.

Tealium (Jun 2019 - Dec 2022)

Oversaw the deployment of new customer projects by gathering technical requirements, designing solution guides and action plans, implementing configurations, leading project demonstrations, and documenting new learnings in order to achieve the customer’s best path to value while onboarding Tealium.
Promoted to Senior Implementation Engineer and relocated to Singapore to support the Asia Pacific customer base.
Assigned as the dedicated engineer to Gap Inc., delivering ongoing solution architecture and platform assitance, most notably contributing to the successful delivery of mobile data sources for all of Gap’s major brands, including Gap, Banana Republic, Athleta, and Gap Factory.
Developed a new analytics implementation model for a large cloud security customer, ensuring compliance with data regulations (GDPR and CCPA) and preventing data loss from opted-out users, resulting in a 20% increase in trackable page-views.
Resolved customer support issues by troubleshooting JavaScript, APIs, and SDKs, analyzing data discrepancies, and querying SQL databases to swiftly identify solutions.

Brandmuscle (2018 - 2019)

Brandmuscle (2016 - 2018)

🤳 +65 9134 7368

✉️ [j](mailto:[email protected]?subject=Proposition%20de%20poste)[email protected]

B2B SaaS Products (5+ years), Account Management (2+ years), API Testing (Postman), Excel (Advanced), Google Analytics, Adobe Analytics

HTML/CSS, Javascript, REST APIs, Node.js, C#/.NET, Python, SQL

🇨🇳 functional

Chicago, IL (2010 - 2015)

Bachelor of Arts

Jiu Jitsu 🥋 / Instruments 🎸 🥁 🎹