Andy Wang

Customer Success Manager @Leap Tools

Toronto, ON, CA

Customer relationship management: Manage the entire customer lifecycle of over 30 enterprise customers in over 20 countries across 5 continents, from onboarding to renewals. Actively engage with customers to assess their needs and priorities to ensure the full potential of service is realized.•Project management: Own more than 40 customers’ projects including Onboarding, Products update and Issues assistance simultaneously at peak time and keep projects on time and in scope.•Process improvement: Take the initiative to make continuous improvement of the workflow across departments. Came up with 8 process improvement proposals with an over 87% adoption rate in the initial 6 months, contributing to the management system that strongly supports the rapid growth of the company.• Product management: Play the role of customer advocate within the organization, documenting requests and issues as well as identifying areas of product improvement.• Training and development: Provided training to 5 new hires so far at the Customer Success team and mentoring them continuously along their journey.

Florida State University

Exchange Program, Hospitality Administration/Management

Macau University of Science and Technology

Honours Bachelor Of International Tourism Management, Hotel & MICE Management

Schulich School of Business - York University

International Master of Business Administration (IMBA), Operations Management / Organization Studies