TEOFILO RUFIN, Ph.D.

**** ******** **** #*** • Concord, CA 94520 408-***-**** ac0goc@r.postjobfree.com https://www.linkedin.com/in/philrufin

SUMMARY

Customer Success, Customer Experience, and Customer Reference leader (NPS, customer for life advocate) with strong technical capabilities & proven customer acumen in managing CX programs and managing overall relationship with different global clients of all sizes (SMB, Enterprise, VLE; Fortune 50-500) to ensure customer success, higher adoption, retention, CSAT, & consistently serving as trusted advisor and VOC to drive value of products & services. Extensive experience in people management and managing programs related to Customer Reference, customer advocacy, training & talent development, event management, sales/partner enablement, business development, customer acquisition/retention, adoption, & customer intelligence. Proven record of success in launching high performance quality new products, building KPI & best practices, solving complex problems, streamlining business processes, advocating customer feedback, insights & CX best practices. Highly effective in collaborating & executing programs with cross-functional teams globally in a fast-paced environment with solid program management foundation & great people skills. Expertise includes:

• Account management

• Knowledge management, trainer

• Digital marketing

• Agile, Waterfall, Scrum

• Customer loyalty & customer advocacy

• CEM and CRM

• Process owner

• UX and CX

• Beta Programs

• Customer & partner centric marketing

• Strategic planning

• KPI, BI & data analysis

• Adoption program

• Saas, cloud computing

• Support & call center

• VOC & VOE

• Product management

• Risk, change management

• Marketing research

• Customer Health

• Customer Reference Program (CRP)

• PDLC, SDLC, NPI

• Customer Insight

• Customer marketing

• Business development

• Big data

• Trilingual

• Project management

• People management

• Partner program

• Technical writer

• E-Commerce

• Customer Engagement

• Great travel work experience (local & international: 60%-75% per year) with diverse cultural understanding.

• Self Starter /High Energy /Multi-tasker /Positive Attitude /Customer Focused /Detailed Oriented /Strong problem solving skills /Great Negotiator /Well-organized /Ultimate Team Player /Great empathy skills, high EQ.

EDUCATION

Ph.D. and M.S., Civil Engineering, Nagoya University, Nagoya, Japan.

B.S., Civil Engineering & B.S., Environmental & Sanitary Engineering, Mapua Institute of Technology, Philippines

EXPERIENCE

Malwarebytes, Santa Clara, CA Sr. Manager – Customer Acquisition, Marketing 2016 – 2017

• Performed PMM & program management duties (MRD, messaging, go-to-market plans, digital marketing, web content & design, competitive analysis, SEM, SEO, CRP, customer success, customer marketing, sales TOI).

• Delivered successful product release by ensuring all deliverables completed (including KB & training materials); tracked and resolved top call drivers that affect acquisition, retention, customer loyalty and CSAT.

• Designed strategy to increase conversion rate by improving the check-out cart and e-commerce website CX.

• Lead the development of customer acquisition & retention programs thru monetizing freemium models.

• Introduced formalized beta programs and enhanced processes for all product development operations.

• Managed e-Commerce check-out cart, optimization, and product localization including UI enhancements.

• Provided key guidance for optimization efforts, KPI analysis, best practice, buyer persona & journey.

Trend Micro, Inc., Cupertino, CA Sr. Global Program Manager - Customer Success 2011 – 2016

• Managed customer success programs for customers with low adoption by increasing upsell & cross sell rate by 30% (YoY). Added $300k quarterly upsell on Beta onsite, early adopter programs, & POC. Defined KPI (upsell & cross sell rate, adoption rate, ave. revenue per customer, churn rate, NPS, CES, CSAT) to measure success.

• Improved CSAT (>90%) by improving CX thru customer needs & requirements at all touch-points.

• Increased number of Resellers by 25% through effective Partner program & global collaboration on training, customer engagement, adoption, best practice, feature requests & support; includes Partner loyalty programs.

• Improved resolution rate to >85% for all open feature requests and open issues with customers (managed 10-12 CSE). Managed CX programs and Customer Reference Program on testimonials, case studies & stories.

• Delivered successful beta & product validation programs (300% increase of customers, YoY); created user-friendly web portal (25 projects per year), website contents, data analysis & customer reference activities.

• Published 110 (200% increase, YoY) field marketing reports (beta, Early Adopter, POC) on customer on critical issues, adoption, feature requests, best practices, requirements, insights, case studies, & customer stories.

Trend Micro, Inc., Cupertino, CA Product Manager 2009 – 2011

• Improved product life cycle processes with 100% buy-in to make sure product team adheres to standards & milestones; customer success, adoption program, sales & partner training, digital marketing, feature request, competitive studies, CRP, beta, messaging, data analysis, upsell/cross-sell, & customer health programs.

• Achieved successful product launch by producing readiness & go-to-market plans of all product releases schedules, scopes, requirements, risks, challenges, localization planning, best practices & demand generation. Served as trusted advisor with key global clients (including Fortune 100) under Customer Success programs.

• Resolved 100% of open critical issues for successful customer success & CRP prior to launch by collaboration with DevOps, Mktg., Sales, Support, partners, distributors & key customers (global including Fortune 100).

• Increased feature implementation rate >85% for all major feature requests and fixes (based on top support call driver, existing customers & Partners feedback & feature requests from customer success program).

Trend Micro, Inc., Cupertino, CA Sr. Global Program Manager - Customer Success 2005 – 2009

• Decreased support calls by 20% & increased CSAT (>90%) by advocating NPS, customer success program (on-boarding, support, health check, training, business relations) & understanding end-to-end CX & requirements.

• Decreased Average Resolution Time by 25% by improving the training modules for Support and Channel.

• Decreased support calls by 20% by managing the FCS program that simulated real customer environment, conduct product end-to-end testing & fixed all issues prior to RTM (includes key clients under CS program).

• Improved support performance through the creation support forum, streamlined processes, effective beta programs, support website, best practices docs, knowledge base portal, NPS integration, Customer for Life strategy, support and Partner training. Managed tech. account members on key clients to ensure customer success (onboarding, training, support, CS management, renewals, identify up-sell and cross-sell opportunities and advocacy) by close collaboration with global stakeholders, then, measure success from the defined KPIs.

Trend Micro, Inc., Cupertino, CA Licensing Program Manager 2004 - 2005

• Saved & tracked worth of $5M loss annual revenue by introducing a process of global code generation system & licensing, improved CX registration, e-commerce purchasing work flow & Partner licensing training.

• Introduced global licensing readiness program and creation of the License Management Portal (with l10n).

• Reduced support calls related to product registration & licensing by 40% by streamlining the licensing & registration process & improving the look and feel of the code generation system & e-commerce websites.

• Introduced licensing training to sales, Marketing, support, CS key customers & newly acquired companies.

Trend Micro, Inc., Cupertino, CA Technical Writer-Usability Engineer 2000 – 2004

• Decreased support calls by 30% by introducing documentation/UI QA process & creation of Usability Testing Lab to improve documentation, website & product UI prior to RTM. Introduced NPS for customer advocacy.

• Increased CSAT (>90%) by conducting study on different personas, buyers journey, customer loyalty programs, CX validation, usability testing, product validation with customers & best practices documentation.

Successfully conducted training on customer loyalty, customer success, CRP & customer advocacy programs.

ADDITIONAL EXPERIENCE

United Nations Center for Regional Development (UNCRD), Nagoya, Japan Sr. Program Manager

Increased CSAT (>90%) by designing programs on training, customer success, customer reference & customer-centric web sites, event management, streamlined collaboration process with global stakeholders, programs on CX, case studies, security best practices, data analysis, post program analysis, support escalation, research & KPI identification to measure success.

Contact this candidate