Dylan Wong Customer Success Manager

Customer Success Specialist

Dialpad

Nov 2024 - Current (1 year 6 months)

• Managing 75 Mid-Market level client portfolio, leading all post-sales activities for Dialpad's customers through strong relationship-building, product knowledge, planning, and execution. • Drive business growth through creation of expansion campaign and regular cadence for exploring opportunities. • Oversee the customer's adoption and development of best practices to continually drive incremental value and return on the customer's investment. • Maintain a deep understanding of our solutions and speak with customers about the most meaningful AI features/functionality for their specific business needs. • Manage customer escalations by documenting open issues, facilitating regular status meetings, and working cross-functionally to resol

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Customer Success Manager

AIRudder

Apr 2023 - Jan 2024 (10 months)

• Managing between 15-25 existing client portfolios strategically to ensure satisfaction and foster long-term partnerships • Onboarding and training new clients, managing adoption by guiding the service's features and functionality • Led multiple client-facing projects by collaborating with cross-functional teams (engineering, product, and support) to customize AI solutions, ensuring on-time delivery and alignment with client goals. • Oversaw project timelines, resource allocation, and risk management to meet key milestones and maintain high service standards. • Provided ongoing project support through continuous enhancement, customization, and data analysis, driving business growth and profitability • Maximize the value of Voice Arti

Sr. Customer Success Manager

Infobip

Jan 2020 - Feb 2023 (3 years 2 months)

• Managing 30 plus existing enterprise clients, focusing on growth and expansion • Align the customer journey to ensure mutual success for both customers and internal stakeholders. • Maximize the value of the service for business growth by leveraging customer experience through quarterly webinars, monthly product training, weekly newsletter trends, and promotions • Directed project management for onboarding and training initiatives, ensuring seamless adoption of SaaS solutions within set deadlines. • Coordinated with internal departments to align on project goals, timelines, and resource management, facilitating successful client deployments. • Led strategic project planning for quarterly business reviews, assessing client needs, iden

Customer Success Manager

Infobip

Jun 2019 - Dec 2019 (7 months)

• Managing 70 existing mid-market clients, focusing on growth and expansion • Align the customer journey to ensure mutual success for both customers and internal stakeholders. • Directed project management for onboarding and training initiatives, ensuring seamless adoption of SaaS solutions within set deadlines. • Coordinated with internal departments to align on project goals, timelines, and resource management, facilitating successful client deployments. • Led strategic project planning for quarterly business reviews, assessing client needs, identifying solutions, and driving usage expansion through upselling and cross-selling efforts. • Achieve KPI with 15% increase in target usage through upsell and cross-sell of SaaS solution •

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Account Manager

Infobip Philippines

Jun 2017 - May 2019 (2 years)

• Managing between 150 existing SME client portfolios strategically to ensure satisfaction and foster long-term partnerships • Maintain regular contact with key players in the assigned market and establish strong relationships, serving as the face of the company • Deeply understand clients' businesses and identify which of our products can help them grow, leading to a 30% boost in upsell opportunities • Keep a comprehensive overview of the business, staying up-to-date with the latest industry trends and competition (SMS, Email, Voice, Push, OTT) • Onboard and training new customers, guiding them to effectively use our services until they can manage independently, with regular check-ins to monitor progress • Collaborate with clients an

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Presales Manager

Nanuka Digital Solutions

Jul 2016 - Jan 2017 (7 months)

• Planning strategies with sales on positioning in contrast to the competitors and the demonstration of product • Preparation of presentations about the products with all their values for the usage of the sales department • Coordination and organization of demand generating activities like demonstration, company events or customer workshops • Engagement with the customers and interpretation of their needs and derivation of advice for prospective products that are aligned with the customers' demands

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Account Executive

Aarki Inc

Mar 2014 - Mar 2016 (2 years 1 month)

• Generate new potential accounts, increasing the client base by 25% annually through targeted lead generation campaigns • Monitor and update new and existing accounts, ensuring a 95% account accuracy rate by conducting monthly audits and updates. • Plan and develop marketing strategies for process improvements for new and existing customers, resulting in a 20% increase in customer satisfaction scores by implementing quarterly strategy reviews. • Deliver product presentations to clients, conducting at least 15 product demos per month. • Execute communication plans focused on media activity and consumer insights, boosting engagement rates through monthly analysis and adjustment of communication strategies. • Update forecast reports bi-

Dylan Wong

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