JASON TAN
Senior Customer Success Account Manager
Kuala Lumpur
Summary
Results-driven professional with extensive experience in account management. Specializing in cultivating strong client relationships and driving business growth. Skilled in negotiating contracts, resolving client issues, and aligning services with client needs. Demonstrated success in promoting team collaboration and thriving in fast-paced environments. Exceptional communication and problem-solving abilities.
Overview
22
22
years of professional experience
8057
8057
years of post-secondary education
Work History
Senior Customer Success Account Manager
Microsoft Tech for Social Impact - ANZ Region
07.2023 - Current
- Customer Success Leadership – Strategy and Growth:
Actively participate in customer conversations to understand business objectives and begin aligning them with Microsoft’s current portfolio. Help identify strategic opportunities that support long-term customer growth and success. - Customer Success Planning:
Work closely with the account team to connect Customer Success Plans (CSPs) with broader account priorities. Assist in shaping bookable programs of work that directly contribute to customer value realization. - Delivery and Program Management:
Support program planning and execution by coordinating customer-facing program reviews, engagement prioritization, and stakeholder alignment. Help ensure delivery of key outcomes tied to customer success and strategic account goals.
Sr. Customer Success Manager
Microsoft Enterprise APAC Region
11.2022 - 06.2023
- Regional Team: Part of the APAC Customer Success Unit, managing the Malaysia Enterprise & Private Sectors.
- Driving Business Value Realization: Using a data-driven approach, guides customers on measuring adoption activities against Key Performance Indicators (KPIs), as appropriate, leveraging Microsoft value maps and aligning customer needs with tools and processes. Drives innovation in customer success plans to optimize customer value and stay aligned with strategic vision.
- Driving Consumption: Works with business development managers (BDMs), information technology decision makers (ITDMs), and key stakeholders to execute actions outlined in the Customer Success Plan. Guides customers in managing change initiatives by applying knowledge of change management principles, influencing decision makers to implement and scale change, and identifying and communicating alignment between customer culture and digital transformation.
- Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
- Implemented client feedback loops to inform product enhancements and better meet customer needs.
- Guiding Customer Success Strategy: Acts as a strategic partner to executive-level business and technical decision makers (e.g., Director level, Vice President) to support customers in defining and realizing their digital and business transformational targets. Leverages customer success engagement frameworks to guide customer success strategy, create a customer journey map, and produce customer success plan (e.g., dynamic journey to success). Provides feedback to Microsoft on customer development needs.
- Partner Engagement: Proactively builds and/or leverages relationships with relevant partners to develop partner networks and support business outcomes. Collaborates with senior partners (e.g., Chief Experience Officers [CxOs]) to leverage strategic and updated offerings when running plays. Engages internal stakeholders and the customer to remove blockers for partners' success in the account. Recommends partnerships with high strategic value, and cultivates their support. Develops and lands cross-solution consumption motions with partners.
FVP, Head of Workplace Technology
United Overseas Bank (Malaysia)
07.2021 - 10.2022
- Company Overview: United Overseas Bank (Malaysia) was incorporated in 1993 but has had a presence in Malaysia since 1951. UOB Malaysia is rated among the top banks in Malaysia with a long-term ‘AAA’ rating from Rating Agency Malaysia. It has 45 branches across the country and has the largest branch network of any foreign bank operating in Malaysia.
- Lead, grow, coach and develop our mighty workplace technology team.
- Deliver a world-class workplace experience to our employees in our UOBM offices while keeping our remote team members front of mind.
- Oversee our transition to a hybrid in-person & remote working environment as we emerge from the pandemic.
- Lead the digitization of our workplaces to improve people experience and improve data-informed decision making.
- Notable Achievements: (1) Implement Microsoft365 suites to bank wide which covers 5000 end users. Including hardware/software upgrade, exchange server migration and user training. (2) Introduce and implement IP Telephony solutions to 6 main offices, which covers 3000 end users. (3) Take care of new office workplace technology design. This includes promoting hot-desking, deploy 103 Microsoft Teams meeting rooms, workspace booking system, etc. (4) Migrate the IDM system from PeopleSoft to Workday.
- United Overseas Bank (Malaysia) was incorporated in 1993 but has had a presence in Malaysia since 1951. UOB Malaysia is rated among the top banks in Malaysia with a long-term ‘AAA’ rating from Rating Agency Malaysia. It has 45 branches across the country and has the largest branch network of any foreign bank operating in Malaysia.
Associate Director, Project Management
Prudential Services Asia Sdn Bhd
02.2021 - 07.2021
- Company Overview: Prudential Services Asia is the regional IT development and shared services hub for the Prudential Group of Life Companies in the Asia Pacific region.
- Led the project delivery with support of relevant technical experts across the regional LBUs (Local Business Units) for both Asia & Africa.
- Manage the project governance with all stakeholders.
- Manage projects concurrently as identified and prioritized on IT project roadmap with strict adherence to project delivery methodology.
- Develop and cascade best practice project processes, procedures, and toolkits to LBUs in order to improve the standardization, efficiency, and effectiveness of project executions.
- Notable Achievements: (1) Recruited and formed regional COE project team to both Asia & Africa regions for SAP commission system. (2) Conducted technical workshops for Philippines, Myanmar, Cambodia, Uganda, Ghana, Kenya & Cameroon.
- Prudential Services Asia is the regional IT development and shared services hub for the Prudential Group of Life Companies in the Asia Pacific region.
Senior Manager, Group Digital Workplace
DKSH CSSC Sdn Bhd
11.2018 - 01.2021
- Company Overview: DKSH is the leading Market Expansion Services Group with a focus on Asia. As the term 'Market Expansion Services' suggests, DKSH helps other companies and brands to grow their business in new or existing markets.
- Define Group Digital Workplace Roadmap & cascade down to Country ITs globally.
- Define group level policies and best practice in the space of Digital Workplace initiatives.
- Lead the global IT team and responsible for global technology governance and implementation.
- Manage a team of global administrators on cloud technologies such as Azure, Office365 & AWS.
- Being the focal point to Lenovo & HP for DKSH global contract & negotiations.
- Oversee global IT programs which involve 29 markets.
- Notable Achievements: (1) Successfully deployed staff mobile apps, which monitor staff clock-in & clock-out hours, timesheet & Skype room reservation. (2) Define the blue-prints for Cloud IT Infrastructure to Europe countries, which minimize the number of on-site IT workers. (3) Implemented Multi-Factor authentication on top of O365 globally (4) Implemented BitLocker on all Windows 10 machines globally as a data loss protection initiative. (5) Implemented IT security technologies not limited to EMS, ATP, AIP & Symantec at global scale. (6) Successfully completed at least 5 M&A initiatives which proved great partnering with business stakeholders to address key technology-related M&A challenges. (7) Implemented Microsoft Auto-pilot to the DKSH population to enhance digital user experience on the onboarding process with zero-touch from IT. (8) Deployed Group Endpoint Management solution globally to close the gaps on endpoint compliance, security & management.
- DKSH is the leading Market Expansion Services Group with a focus on Asia. As the term 'Market Expansion Services' suggests, DKSH helps other companies and brands to grow their business in new or existing markets.
Project Manager
Tech Mahindra ICT Services (M) Sdn Bhd
03.2015 - 10.2018
- Company Overview: Tech Mahindra is a specialist in digital transformation, consulting and business re-engineering solutions. Tech Mahindra provides services to 674 global customers including Fortune 500 companies.
- Governance & Control: Implement governance standards across the portfolio, including tracking, monitoring and updating the status of programme deliverables.
- Manage programme level Lessons Learned repository; attend Post Project Review meetings to identify key areas of improvement to be captured into the Lessons Learnt repository.
- Manage the programme level risks and issues register.
- Liaise with Amway employees & contractors and make sure that standards are implemented consistently across the Amway APAC region.
- Planning, Reporting & Control: Work with the COE PMO to develop the IT Project Standards guide, seeking contributions from Regional Project Managers, Functional Team Managers, QA Team, Development Team and Deployment Lead to ensure that the Standards meet best practice.
- Manage repository of project templates both technical and functional team members.
- Continue to evolve the processes and templates throughout the project lifecycle.
- Implement project standards across all projects in the portfolio.
- Update and administer the programme plan as required using reports from management and the outcomes of project and board level meetings and workshops.
- Prepare consolidated material from project reports for weekly review JIRA, SharePoint, Clarity, etc.
- Complete and distribute weekly & monthly programme level reports.
- Project Management: Manage the programme-level benefits register, ensuring that all benefits are planned, monitored and benefits realisation is tracked.
- Support implementation of the quality strategy, including any processes and templates, across all projects within APAC region.
- Implement the change control process across all projects and portfolios.
- Notable Achievements: (1) Govern & manage the comprehensive project management standards and methodologies for ATLAS based on PMI approach for project management. (2) Successfully deployed ATLAS solution to Amway Philippines in April 2017 and certified by Philippines Bureau of Internal Revenue authority. (3) Successfully deployed ATLAS solution to Korea (2nd Largest market in Amway) and Indonesia in November 2017.
- Tech Mahindra is a specialist in digital transformation, consulting and business re-engineering solutions. Tech Mahindra provides services to 674 global customers including Fortune 500 companies.
IT Manager
GroupM Sdn Bhd
06.2013 - 03.2015
- Company Overview: GroupM is the world's leading media investment management operation, serving as the parent company to Wire and Plastic Products (WPP's) media agencies.
- Managed project managers, overseeing IT projects, providing guidance and support to the regional applications development and project management teams on all aspects of application design, development and deployment.
- Managed deployment of ERP-based media & finance systems which run on Oracle 11g and MS SQL 2008R2 databases.
- Excellent experience with requirements gathering, stakeholder relationship management, IT project portfolio management, enterprise change management and IT vendor management.
- Provided support on all aspects of the IT technical infrastructure and operations regionally and globally.
- Ensured that the WPP Sarbanes-Oxley (SOX)and other compliance activities are fully implemented to fulfil internal & external IT audits requirements annually.
- Provided the finance team with technical advice on billing reconciliation automation via SAP financial system integration project.
- Actively participated in management planning/strategy meetings and provided input on the most appropriate and effective use of latest technology.
- Prepared annual detailed IT budget projections worth MYR $7.6 million, and quarterly budget updates in conjunction with the Finance Director to cater IT expenses growth.
- Ensured that IT spending is consistent with the worldwide IT direction, and that the Malaysia office stays within the approved Capex and Opex budgets.
- Frequently met up with business directors on their IT needs and enablement of new business streams through big data analysis.
- Reviewed client contracts on IT security compliance and requirements.
- Notable Achievements: (1) Initiated Digital Transformation efforts via enforcing usage of unified communication tools such as Cisco Jabber & WebEx to improve efficient over conventional way of communications. (2) Implemented IP Telephony system to provide long term flexibility and cost saving solution to company’s expanding needs. (3) Improved overall IT audit ratings from 73% to 98%, which included setting up Disaster Recover site, implementing email archiving & portable drive encryptions. (4) Successfully setup IT infrastructure & equipment in new offices for agencies.
- GroupM is the world's leading media investment management operation, serving as the parent company to Wire and Plastic Products (WPP's) media agencies.
Project Manager
Silverlake Sprints Sdn Bhd
05.2012 - 06.2013
- Company Overview: Silverlake Sprint is a global leader in technology investment with approximately $20 billion on Financial Solutions to Banking, Stocking broking & Aviation sectors.
- Managed a team of 31 multidisciplinary members including business analysts, business consultants, QC testers, RPG and Java programmers, across 35 concurrent projects which worth more than RM 3 million.
- Managed the P&L for concurrent deployment projects with 3 different clients - Maybank Investment Bank Berhad, Kenanga Investment Bank Berhad & OSK Thailand.
- Provided project lifecycle leadership from project initiation, planning, executing, monitoring and controlling, and closing to deliver projects within scope, cost, and quality.
- Created project road maps, plans, schedules, and work breakdown structure.
- Provided IT solutions for Maybank stock broking system, namely Equity Online, including in-house and third-party enterprise software, hardware and system implementation, within a 1500 user organization.
- Provided best quotation for proposed IT solutions using cost-benefit analysis and ROI assessments.
- Developed, introduced and managed service management best practices, while communicating with organization's internal departments and Maybank to uphold service level agreements (SLA).
- Resolved numerous issues including resource limitation, technical problems, and team conflicts.
- Led team for growth by listening inputs from team members, creating a knowledge sharing environment, and harnessing individual and team strengths.
- Fostered excellent business relationship with clients.
- Notable Achievements: (1) Reprioritized and redistributed tasks to solve 22 critical production issues in 2 weeks, securing Silverlake a contract extension with Maybank. (2) Deployed 35 new critical enhancements into the live system within 5 months. (3) Successfully mentored junior project managers to support the project delivery to clients.
- Silverlake Sprint is a global leader in technology investment with approximately $20 billion on Financial Solutions to Banking, Stocking broking & Aviation sectors.
MIS Manager
Neway Karaoke Box Sdn Bhd
08.2009 - 04.2012
Senior Consultant
Deloitte Enterprise Risk Services Sdn Bhd
12.2007 - 07.2009
Quality Engineer
F-Secure Corporation Sdn Bhd
01.2007 - 11.2007
Senior Software Developer
Quadria Technology Sdn Bhd
01.2006 - 12.2006
Senior Programmer
Inter-Pacific Securities Sdn Bhd
10.2004 - 12.2005
Analyst Programmer
Bass Consulting Sdn Bhd
05.2003 - 09.2004
Education
Certified Scrum Master -
Scrum Alliance
12-2022
Master’s in business administration -
Cardiff Metropolitan University
12-2015
Project Management Professional (PMP) -
Project Management Institute
12-2012
Bachelor of Science - Computer Science
Campbell University
12-2003
Skills
Customer engagement strategies
Customer account management
Strategic planning
Revenue growth
Training and mentoring
Team building
Pipeline development
Teamwork and collaboration
Characteristics
- Empathy: Have a deep understanding of the customer's needs and goals.
- Communication skills: Can effectively communicate with customers and articulate solutions to their challenges.
- Problem-solving skills: Have the ability to identify and resolve customer issues in a timely and efficient manner.
- Organizational skills: Able to prioritize tasks and manage multiple customer accounts effectively.
- Strategic thinking: Have a strong understanding of the customer's business and can develop tailored solutions to meet their needs.
- Collaboration skills: Work closely with cross-functional teams to resolve customer issues and drive success.
Professional Highlights
- Over 2 decades of work experience in the IT industry and 14 years in leadership roles.
- Largest team size led is 30 multicultural workforce including remote resources.
- Experience in managing a global team who support 20,000 digital users.
- Highest yearly IT budget is MYR 12 million for both CAPEX & OPEX.
- Highest project budget for a single client is worth USD 12.9 million for ERP deployment projects across the APAC region.
Timeline
Senior Customer Success Account Manager
Microsoft Tech for Social Impact - ANZ Region
07.2023 - Current
Sr. Customer Success Manager
Microsoft Enterprise APAC Region
11.2022 - 06.2023
FVP, Head of Workplace Technology
United Overseas Bank (Malaysia)
07.2021 - 10.2022
Associate Director, Project Management
Prudential Services Asia Sdn Bhd
02.2021 - 07.2021
Senior Manager, Group Digital Workplace
DKSH CSSC Sdn Bhd
11.2018 - 01.2021
Project Manager
Tech Mahindra ICT Services (M) Sdn Bhd
03.2015 - 10.2018
IT Manager
GroupM Sdn Bhd
06.2013 - 03.2015
Project Manager
Silverlake Sprints Sdn Bhd
05.2012 - 06.2013
MIS Manager
Neway Karaoke Box Sdn Bhd
08.2009 - 04.2012
Senior Consultant
Deloitte Enterprise Risk Services Sdn Bhd
12.2007 - 07.2009
Quality Engineer
F-Secure Corporation Sdn Bhd
01.2007 - 11.2007
Senior Software Developer
Quadria Technology Sdn Bhd
01.2006 - 12.2006
Senior Programmer
Inter-Pacific Securities Sdn Bhd
10.2004 - 12.2005
Analyst Programmer
Bass Consulting Sdn Bhd
05.2003 - 09.2004
Certified Scrum Master -
Scrum Alliance
Master’s in business administration -
Cardiff Metropolitan University
Project Management Professional (PMP) -
Project Management Institute
Bachelor of Science - Computer Science
Campbell University
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