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Service Delivery Success Manager

Location:
Laguna Niguel, CA, 92677
Posted:
October 24, 2022

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Resume:

Duo Cui

** *******, ****** ******, ********** ***77

(0086) 136-****-**** ads59j@r.postjobfree.com

Skills/achievements

Well-rounded, in-depth leadership and management experience in various functions driving service delivery, engagement & revenue growth

Innovative and creative leader with strong business experience in identifying potential revenue streams and building demand generation engines, commercializing business ideas & transforming cost centers into revenue centers

Excellent track record in managing large-scale ERP & applications for Fortune 500 companies, providing consultancy, supporting c-level decisions, optimizing business investments, managing projects across matrixed organizations & exceeding client expectations

Skilled at establishing deep relationships quickly, earning credibility and trust from clients, maintaining high contract renewal rates & driving mutual success

Sophisticated leader of cutting-edge technology projects: cloud omnichannel marketing application project for ABI, SAP cloud finance project for Zespri, AI+digital employee project for CIB, etc.

Master’s degrees of ADMIS and Software technology, SME of ITSM/ITIL methodology

Experience

Cyclone Information Technology (Shanghai) Co., Ltd.

Director of technical support & service quality

Sep 2021 – present

Executive leadership of service delivery at China’s largest digital product RPA provider

Role & responsibilities:

Build Digital Solution Service function and organization from concept to maturity

Support for the entire client life cycle in partnership with Pre-sales, Sales, Delivery, Product & Development Teams

Service contract design & deployment, exception escalation and management

SOWs & SLAs for RPA products & support services: Design and monitoring

Collaborate with regional & industry partners on service delivery co-operation model creation & RPA service ecosystem implementation

Key Accomplishments:

Transformed the Service Department from a cost center to revenue center; 60%+ YoY revenue growth

Supported 300+ diverse clients and partners through varies channels (IM, website, onsite, etc.), including State Grid, China Southern Airline, Wanda group, CIB Bank, etc.

Build digital products & solutions’ client service function and capability roadmap

Service Delivery Team growth from internal resource module to hybrid + total outsourcing module

Finastra Technology (Beijing) Co., Ltd.

Customer Success Manager, China

Dec 2018 – Sep 2021

Lead customer success management for South/East China & Taiwan

Role & responsibilities:

Managed service contracts: ensured flawless operations, up-selling services & capital investment contracts

High risk client management: leveraged cross-function resources to resolve client complaints & reduce churn

Client service system integration: coordinated with Support, Product, Solution & Consulting departments to enhance service

Key Accomplishments:

Exceeded contract renewal goals: improved standard service contract renewal rates from 80% to 100% for all key clients

Premium service solution design, promotion & fulfillment for Finastra’s largest client in China

Successful standard service contract renewal for a series of at-risk clients

Exceed contract renewal goals, upgrade & sign Finastra’s first premium-service client in China

Anheuser-Busch InBev (China) Co., Ltd.

North Asia IT Operation Associate Director, Application

Jan 2017 – Dec 2018

Software system operation management of ABI North Asia (China, Japan, Korea)

Roles & responsibilities:

Budget management: planning & execution of regional budgets, evaluating & prioritizing system improvement proposals

Project management: project initiation, implementation & acceptance, coordination of global, local & partner resources

Team management: structure, recruitment, and training

Key Accomplishments:

Archived stable operations of major IT systems (SAP ERP and other 90+ applications) meeting tight IT budget targets

Rearchitected IT system governance co-operating module in collaboration with all internal stakeholders

Successful deployment of core business system upgrade projects with global+local+partner module

SAP Software Systems Co., Ltd.

Senior Client Partner

Mar 2015 – Jan 2017

SAP implementation & consulting service business development in Central & East China BU

Role & responsibilities:

Identifying opportunities for new implementation & consulting delivery services

Managing relationships between SAP One Service and clients across all SAP product lines

Competitor analysis & market research to prioritize development of new SAP service solutions

Delivery Team reorganization to coordinate resources and better serve clients

Key Accomplishments:

Successful delivery of ERP re-implementation for Thyssen Krupp China auto parts business line

Successful delivery of ERP deployment for the world’s leading kiwi supplier Zespri China region

Kingdee Software (China)Co., Ltd.

Northeast Region Operation & Maintenance Service Director

Dec 2010 – Mar 2015

Regional leadership team member of China’s second largest ERP provider, manage Operations & Maintenance Service Team for Northeast China BU

Role & responsibilities:

Northeast Region’s annual service business plan; monitoring and maintaining performance

Market research to support the design & promotion of customized service solutions

Monitor, support and drive affiliates’ key service projects

Rebuild and manage Kingdee Northeast region headquarter & 6 affiliates’ service teams

Key Accomplishments:

Exceeded growth targets for regional service business lines: averaged 50%+ annually

Exceeded growth targets for average contract value: from ¥000,000s to ¥0,000,000s

Reorganized service team: established a new SME group to lead proposal design & delivery

Standardization of the sale & delivery procedure for high value-added services solution package

Oracle (China) Software Systems Co., Ltd,

Service Delivery Manager

Sep 2007 – Jun 2010

Oracle client service planning and management to identify & develop new business

Role & responsibilities:

Act as the service delivery owner for the clients in East China within Oracle Service

Ensure Oracle’s service meet SLA with clients, Improve contract execution efficiency

Building strong relationships with client senior managers, ensuring satisfaction level & contract renewal

Partnered with other Oracle business lines to resolve client issues, build X-LOB team to generate new business opportunities

Key Accomplishments:

Delivered Oracle China’s largest service contract; exceeded client’s expectations

Won back from competitor phase-2 implementation contract of Oracle Retail’s first client in China

Oracle APAC’s first premium level service solution delivery and contract renewal

Service territory expansion into Western China

Project team growth from Oracle local resource to local+global+partners+clients hybrid module

Microsoft MSN Media Network,

MSN Service Manager

Sep 2002 – Aug 2007

Enterprise client project management for Europe & China websites

Role & responsibilities:

Offshore support process management: team structure, training plans, performance monitoring system

Project management for new services & products; requirements gathering, coordinating resources & communicating with stakeholders

Development of new business channels, engaging new business partners, customizing project plans

Key Accomplishments:

Single project contract revenue growth from $0,000s to $000,000s

Project complexity upgrade from page, channel to entire domain design, development & maintenance

Grow client base from Europe area to North America and China

Coordinated MSN’s first continuous 24-hour international live project

Led team expansion: to 30+ members

Education

MSc Analysis, Design and Management of Information Systems

London School of Economics and Political Science, London, UK

MSc Software Technology

University of Applied Science, Stuttgart, Germany,

Bachelor of Economics

Shenyang Polytechnic University, Shenyang, China



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