VINCENT NG
SF Bay Area
Summary
Motivated and adaptable Customer Success Professional with over 10 years of a proven track record building strong client relationships and driving customer satisfaction. Seeking to leverage skills in communications, problem-solving, and client management to transition into a rewarding career in Customer Support Engineering.
Overview
11
11
years of professional experience
Work History
CCaaS Customer Success Manager
RingCentral
08.2022 - 03.2024
- Managed a portfolio of 15 Enterprise customers totaling over $10M ARR
- Established strong relationships with stakeholders, resulting in increased customer loyalty and improved NPS by 30%
- Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
- Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
- Analyzed customer feedback to identify areas for improvement, leading to enhanced product offerings.
- Collaborated with cross functional departments to drive and deliver on customer's business objectives which resulted in 150% ROI
- Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
Senior Customer Success Manager
Helpshift
12.2019 - 08.2022
- Primary CSM for APAC and North America strategic accounts with book of business >2M ARR
- Continuously exceeded retention goals of >90% and achieved 150% growth in book of business
- Lead cross functional projects to strategize, scope, and implement client objectives
- Developed and delivered various trainings for CS team and client onboarding
- Conduct regular executive reviews with external/internal stakeholders
- Developed and successfully implemented processes for Managed Services program; acting as project manager for several of Helpshift’s top accounts
Technical Customer Support Specialist
Google
10.2012 - 04.2013
- Increased first-call resolution rates with thorough troubleshooting and problem-solving skills.
- Collaborated with cross-functional teams to address complex technical problems, ensuring timely resolutions for customers.
- Demonstrated excellent multitasking abilities while juggling multiple support requests without compromising quality or efficiency.
- To track progress on open cases and ensure timely follow-ups, diligently documented all interactions with customers in CRM system.
- Reduced call wait times by effectively managing incoming support requests.
- Maintained in-depth knowledge of products, staying up-to-date on new features, updates, and bug fixes to better assist customers.
- Used ticketing systems to manage and process support actions and requests.
Education
Bachelor of Science - Information Systems
San Francisco State University
Certificate - Security+
CompTIA
09.2024
Certificate - Cyber Security
UC Berkeley Extension
09.2024
Skills
- Linux Administration
- Network Administration
- MS Windows Server/Client
- Azure Active Directory
- PowerShell Scripting
- Cloud Security
Timeline
CCaaS Customer Success Manager
RingCentral
08.2022 - 03.2024
Senior Customer Success Manager
Helpshift
12.2019 - 08.2022
Technical Customer Support Specialist
Google
10.2012 - 04.2013
Bachelor of Science - Information Systems
San Francisco State University
Certificate - Security+
CompTIA
Certificate - Cyber Security
UC Berkeley Extension
Similar Profiles
Christopher AbdullaChristopher Abdulla
Solutions Engineer at RingCentralSolutions Engineer at RingCentral
Rakesh KondaRakesh Konda
Engineering Team Lead at RingCentralEngineering Team Lead at RingCentral
MAX SCHOSIDMAX SCHOSID
Director - Channel Content Marketing & Communications at RingCentralDirector - Channel Content Marketing & Communications at RingCentral
Michael LandryMichael Landry
Senior Solution Architect at RingCentralSenior Solution Architect at RingCentral
Celeste CamachoCeleste Camacho
Principal Deal Desk Strategist at LinkedInPrincipal Deal Desk Strategist at LinkedIn