Ying Hui

About Ying Hui

Dynamic and results-driven Customer Success Director with over 8 years of experience in enhancing customer experiences and driving retention in the social media and technology sectors. Specialized in leading cross-functional teams and building strong relationships with clients in diverse markets, with a proven track record of achieving high retention rates and fostering organic growth. Adept at leveraging data-driven insights to optimize customer engagement and ensure successful product adoption, all while collaborating with technical and business leadership to deliver measurable value. Passionate about improving customer journeys and facilitating innovation through strategic planning and execution. Skills: Customer Success Management-Familiar with Customer Success and Product Experience software including Gainsight and Zendesk. Team Leadership-Led global teams in different time zones, achieving a 95% retention rate. Project Management-Familiar with management tools including Jira, Microsoft Project, and Smart Sheets. Experienced in managing projects across multiple geographies and channels. Data Analysis-Familiar with Data Analysis tools including Excel, and Power BI. Proficient in analyzing product usage data to mitigate risks and enhance customer outcomes. Stakeholder Engagement-Skilled in partnering with sales, product, and engineering teams to accelerate customer success. Social Media Content and Advertising Management-Expertise in implementing best practices on both SSP and DSP to improve user engagement and drive advertising performance. With a focus on driving expansion and reducing churn, I am dedicated to enabling clients to achieve their business objectives and maximize their investment in our solutions.

Experience

1. Director of Customer Success

   Proximity Lab

   Jan 2021 — Present · SG

   Led a global team and became a subject expert in the North America, Europe, and JAPAC markets, providing the best-customized solutions to improve customer experience. • Giving support to clients from prospects to active users with a focus on generating customer loyalty.• Facilitated and educated 300+ SME customers in the use of business applications to realize their full value, delivering a US$1M portfolio success rate of 90%.• Successfully closed strategic partnerships and enabled exclusive 3-year agreements with industry-leading companies such as Oracle and Microsoft in 2021, resulting in a 40% increase in revenue.• Conducted negotiations and managed the end-to-end sales process, including contract development, pricing, and legal agreements.• Collaborated with internal teams to ensure seamless project implementation and customer satisfaction.• Analyzed market trends, customer feedback, and competitor activities to identify opportunities for product improvement and business expansion.• Collaborated with Microsoft Advertising to road map the product amassing 90 DSP and SSP within 3 months• Created a business review template to work closely with high-risk but high-expansion accounts, betterunderstanding their business model, product engagement, and identifying gaps resulted in 90% customer retention.

Education

• UC San Diego

  English

• Hult International Business School

  Master of Business Administration - MBA, Business/Commerce, General

  2021 — 2022