Wai Au

Operations Associate

Atlanta, Georgia, United States12 yrs 1 mo experience

Highly StableAI Enabled

Key Highlights

Transformed customer success organizations across multiple companies.
Achieved significant NPS improvements and client onboarding success.
Led global teams to enhance customer experience and retention.

Stackforce AI infers this person is a Customer Success Executive specializing in SaaS and Fintech industries.

Contact

Skills

Core Skills

Customer SuccessCustomer Experience

Other Skills

Product AdoptionArtificial Intelligence (AI)New Client AcquisitionsProduct SegmentationCustomer RetentionCross-SellingUpsellingLeadershipMarketingProduct MarketingEntertainmentDatabase MarketingWeb MarketingMarketing StrategyProduct Development

About

As a customer success & experience executive, I make it easy for employers to build and scale their teams and processes so they can retain their customers & grow their revenue. To do this, I leverage people & culture, customer data & AI, scalable processes, and automation technology. In the future, I’d love to use my skills to help companies with no customer success & experience teams or teams stuck in a rut. Specialties: 👉 AI powered Voice of the Customer 👉 Maniacal drive to grow GRR, NRR 👉 Upsell & Cross-sell Playbooks 👉 Customer Success Maturity Assessment & Scaling 👉 Customer Onboarding Processes 👉 Product Adoption Methodologies 👉 Retention Frameworks 👉 Customer Segmentation 👉 Customer Success Metrics 👉 Customer Health Score 👉 Net Promoter Score Guru 👉 Customer Lifecycle & Journey Mapping 👉 Customer Support Operation Improvements 👉 Customer Experience Strategy & Execution 👉 Global Team Leadership (50+) 👉 Leader of Leaders 👉 Start-ups & Enterprises 👉 B2B SaaS & Technology

Experience

12 yrs 1 mo

Total Experience

4 yrs

Average Tenure

Current Experience

Advancingcx llc

Customer Experience & Customer Success Consultant

Feb 2023 – Present · 3 yrs 3 mos · Atlanta, Georgia, United States

Guide clients on how to advance their customer experience & success operations to the next level whether they are just starting out, been at it for awhile or have mastered it.
Specialties: Customer Experience, Customer Success & Customer Support Operations.
https://www.advancingcx.com/

Product AdoptionCustomer SuccessCustomer Experience

Dwolla

Vice President of Customer Excellence

Feb 2022 – Jan 2023 · 11 mos · Atlanta Metropolitan Area · Remote

Transformed Dwolla into a world class Customer Excellence organization. Direct accountability for customer success, customer service/support and customer experience teams.
Onboarded record number of new clients at +55% versus prior year.

Product AdoptionCustomer SuccessCustomer Experience

Benefitfocus

Vice President, Consumer Experience & Innovation | CX Consultant

Jan 2020 – Dec 2021 · 1 yr 11 mos · Greater Atlanta Area · Remote

Championed for consumer experience within customer success team of >100. Created improvement plans for customer success & grew consumer NPS by +20 pts.
Role impacted by COVID-19 but continued as CX/CS Consultant in year 2.

Product AdoptionCustomer SuccessCustomer Experience

Sage

2 roles

Global Customer Experience & Success / Project Mgt

Promoted

Mar 2015 – Jan 2020 · 4 yrs 10 mos

Promoted to global role after team in North America won numerous awards for customer experience and customer success innovation.
Scaled a global matrix team spanning 24 countries with complex product portfolio and annual recurring revenue (ARR) over $2 Billion growing by double digits.

Product AdoptionCustomer SuccessCustomer Experience

Director of Customer Experience & Success / Project Mgt

Oct 2010 – Mar 2015 · 4 yrs 5 mos

Handpicked by executive team to transform the North America division from product to customer experience and customer success driven.
Built and scaled team to identify and improve the customer journey and customer outcomes. Grew team from zero to fifteen focusing on retention and customer escalations.
Closed loop NPS system resulted in +13 pts gain in customer renewals by addressing detractor cohorts.

Product AdoptionCustomer SuccessCustomer Experience