Feb 2022 – Mar 2024 · 2 yrs 1 mo

• Responsible for Adobe Digital Experience’s Elite Support in APAC and Japan, including all levels of service delivery across the full DX solution stack; Technical Account Management, Premier Support, Critical Incident Management, Site Reliability, Managed Services and Technical Advisory.
• Developed and operationalized the strategic vision of the Elite Support program as well as standardizing global operations practises for a consistent Customer Experience for our top 20% ARR customers.
• Sponsored initiatives aligned to the Customer Engineering vision on improving people experience, customer experience, process enhancement and overall service delivery.
• Improved Technical Health of the portfolio by 15% which led to highest retention number of 92% by focusing on Operational Efficiency and Quality improvement programs.
• Delivered exceptional customer experiences across the region and across the DX solution stack, consistently achieving highest regional results in terms of Customer Satisfaction (over 94%), Agent Satisfaction (over 95%) and Employee Engagement (over 85 Glint score).

Sep 2019 – Feb 2022 · 2 yrs 5 mos

• Accountable for Adobe Digital Experience’s Premier Support business, consisting of Technical Account Management, Support Delivery and Field Services, to provide a holistic Customer Experience to Adobe’s top tier & strategic customers.
• Introduced the Premier support model to the Adobe Customer Success operations, adopted (and expanded) Marketo’s best-practices to transform the Adobe DX Support go-to-market model.
• Responsible for Pipeline Management, Customer Satisfaction, Retention and Expansion of our Premier Services.
• Owned the Americas Support book of business worth USD 70M, created the Technical Account Director program and managed retention of 90%.
• Stepped in as acting lead of the Global Services Operations team, and implemented Workfront as the Program Management tool, increasing efficiency of the PM function, improved insights and analytics, and reducing Time to Market of our global initiatives by 18%.

Mar 2019 – Sep 2019 · 6 mos

• Continued leading the global support group for Marketo, an Adobe company, post-acquisition.
• Focused on delivering Exceptional Customer Experiences for our customers and partners, and best-in-class work experiences for our staff.
• Responsible for integration of Marketo's people, processes and technology into the larger Adobe DX Support eco-system.
• Championed adoption of Marketo best-practises into Adobe Support Operations, including Service Level Target management, People Development and the foundation of the Premier Support program.

Sep 2018 – Mar 2019 · 6 mos · Sydney, Australia

• Led the global support team for Marketo, as well as managed global vendor delivery resources in India.
• Sponsored various strategic and operational initiatives to continually improve our service delivery, and specifically driving Premium Support adoption as well as People engagement.
• Drove a cost reduction of 20% through the BPO initiative, whilst maintaining average CSAT scores of over 90% for global support.
• Marketo was acquired by Adobe.

Oct 2015 – Sep 2018 · 2 yrs 11 mos · Sydney, Australia

• Led a multi-regional support team across Asia Pacific, Japan, and Europe, as well as managed global vendor delivery resources in India.
• Focused on delivering world-class support experiences for our customers and partners, and best-in-class work experiences for our staff.
• Drove various strategic and operational initiatives at a global level to continuously improve the level of service our customers can expect from Marketo.
• Aligned support practices with the regional businesses aimed at customer acquisition and retention.
• Consistently maintained above target Customer Satisfaction KPI (90%+) for my customer regions, often exceeding global averages.

Aug 2012 – Jun 2015 · 2 yrs 10 mos

• Accountable for the service delivery results across Asia Pacific, Greater China and Japan for Dynamics CRM (Online and On Premise) and Dynamics ERP (AX, NAV, GP). Lead a diverse team of full-time, contingent and vendor service delivery staff across the region. Represent the Asia Time Zone to executive stakeholders both globally and regionally. Rolling out new service capabilities and offerings based on product roadmaps. Drive service improvement initiatives aimed at increasing market share and license revenue. Lead organization restructure exercise to build centres of excellence in regional locations with the right cost and talent attributes.

Aug 2009 – Aug 2012 · 3 yrs

• Manage the P&L for Dynamics Support in Asia, including quarterly and annual forecasting. Lead initiatives aimed at improving operational excellence, performance and revenue. Own the Rhythm of Business, from operational reviews with the delivery managers to executive business reviews with the senior leaders of the business.

Feb 2005 – Aug 2009 · 4 yrs 6 mos

• People manager responsibilities for Dynamics CRM Support in Asia, with direct reports located in 5 countries (Australia, Singapore, Korea, Japan and China), as well as vendor staff in the Philippines. Responsible for Dynamics CRM delivery in Asia. Manage high visibility escalations where executive sponsorship or global cross-group collaboration is required.

Mar 2004 – Feb 2005 · 11 mos

• Provide advanced technical support for Microsoft CRM for Microsoft Premier Partners and Customers. Collaborate with the Support and Development teams around the world to resolve customer issues and drive hotfix resolution. Engage with partners and customers in pre-sales calls and product demonstrations.

Jan 2000 – Jan 2003 · 3 yrs · Singapore

Jan 1999 – Jan 2000 · 1 yr · Singapore

Jan 1998 – Jan 1999 · 1 yr · Singapore

Jan 1996 – Jan 1997 · 1 yr

Jan 1995 – Jan 1996 · 1 yr

Jan 1995 – Jan 1995 · 0 mo · Utrecht Area, Netherlands

Jan 1994 – Jan 1995 · 1 yr · Utrecht Area, Netherlands

Jan 1993 – Jan 1993 · 0 mo · Nieuwegein, The Netherlands