Melissa Chong

WORK HISTORY

EDUCATION

SKILLS

ABOUT MELISSA CHONG

I’m a Customer Success professional in software technology and SaaS. I have 10+ years management and leadership experience, which include building a Customer Success team from ground up. I\'ve supported customers globally, with most of my experience in North America and Asia Pacific (including Australia). I\'m a Founding Member of Breakout CS, and write an article series called Customer Success Bites to contribute my learnings with customer success professionals, and anyone interested in the field.My Customer Success experience has seen me involved in the entire customer lifecycle from pre-sales through post acquisition customer success responsibilities, renewals and upsells, including developing Customer Marketing programmes, strategizing GTM for low touch-high tech customer segments and synchronizing customer success with product management for better business outcomes.As a result, I spearheaded a key project to operationalize the acquisition of emerging customers which was planned in three phases encompassing acquisition, adoption and nurturing. The project doubled revenues for this segment in 6 months, post launch. I earned my CCSP (Certified Customer Success Professional – Level 4) in 2020 and an MSc in Global Marketing and Strategic Management in 2015. My MSc thesis was an analysis of B2B sales processes and their efficiency in today\'s market demands in niche industries, taken in context in Australia. Tech stack familiarity includes Salesforce, 6Sense, Strikedeck, Gainsight, Salesloft, Outreach, LeanData, Zendesk, Hubspot and a variety of ESP systems.I also have over 12 years’ Marketing Management experience in B2C and B2B sectors namely in cutting-edge medical technology, enterprise software, management consulting, F&B management, and luxury automotive. My regional work experience includes Asia Pacific (including Australia), working with global operations in Europe for regional strategy development. I am proficient in lifecycle marketing strategies, key account management, customer growth, and retention. I love technology, nerd out on strategy and processes and am infinitely curious about people and their experiences.