Kirk W.

About Kirk W.

CX & Product Lead with expertise in customer success, product management, product operations, program and risk management, and compliance and governance. Recognized for successfully leading, strategizing, and executing large engagements with Fortune 500 companies worldwide. Skills I bring to each team/engagement: Managing cross-functional international teams (engineering, design, marketing, legal/compliance, data scientist).\'Listening\' and understanding customer pain points, breaking down complex data sets and system architecture, prioritizing meaningful requirements, and aligning with business partners on vision, roadmap, and execution. End-user empathy. Always lean in on your customers and tie the problem statement, business challenges, and key data metrics back to the \'WHY\' of our strategy and solution.🤝 To me, every part of the customer experience matters: from ideation to conception, from execution to the first customer\'s interaction, it\'s all about the details that no one notices that make the most impact and the most seamless experience that the end-user will enjoy. In my personal time, I love to travel (mainly eating), create cooking videos, and volunteer my time teaching and mentoring high school / college graduates on preparing for the professional world.

Experience

1. Scaled Customer Success Manager

   Teamsense

   Oct 2023 — Present · Bellevue, WA, US

   2nd CSM hire that scaled and managed SOP creation and standardization to grow the CSM org, improve customer health score, and increase our NRR y/y that contributed to us going from Seed Stage -> Series A. Own the customer experience for a designated set of accounts, including onboarding, training, and providing ongoing consultation to help customers achieve their desired outcomes. Foster strong relationships with customers, acting as a trusted advisor and advocate. Proactively identify risks and opportunities within assigned accounts, collaborating with the Sales team to drive customer growth and retention. Collaborate with cross-functional teams to ensure a seamless customer journey and deliver a cohesive experience across onboarding, support, and product enhancements. Develop a deep understanding of our product, its applications, and best practices, and share this knowledge with customers to drive their success. Engage customers at critical lifecycle stages to drive adoption, value realization, and overall satisfaction. Gather customer feedback and insights and effectively communicate them to the Product team.

Education

• University of Hawai‘i - Shidler College of Business

  Bachelor’s Degree, Major: Management Information Systems (MIS) and Marketing; Minor: Economics

  2013 — 2017

• National University of Singapore

  Bachelor's Degree, Marketing and Economics

  2015 — 2015

• National University of Singapore

  Marketing

Skills

• Hardware – Pc/Mac, Mobile Electronics, Wireless Connectivity
• Presentations
• Written & Oral Presentation Skills
• Video Production
• Event Planning
• Teamwork
• Social Media
• Customer Service
• Presentation
• Social Networking
• Social Media Marketing
• Public Speaking
• Research
• Time Management
• Leadership
• Team Building
• Microsoft Word
• Software- Microsoft Office
• Proficient in Mandarin/Cantonese Chinese