Leon Rajasingam
Shah Alam
Summary
Dynamic Senior Customer Success Leader and Account Strategist with over 20 years of experience in driving business growth, enhancing client retention, and achieving operational excellence within multinational organizations. Expertise includes Customer Success, Account Leadership, Professional Services, and Strategic Planning & Operations, complemented by 8 years of hands-on technical proficiency in information systems to deliver scalable solutions that maximize client lifetime value. A collaborative leader committed to fostering an engaged and empowering work culture while building strong relationships with diverse stakeholders. Proven track record in implementing strategic programs that enhance customer satisfaction and loyalty, alongside demonstrated skills in conflict resolution and team leadership.
Overview
31
31
years of professional experience
1
1
Certification
Work History
Head of Customer Success Manager
HP
Malaysia, Indonesia, Philippines
11.2022 - 10.2025
- Directed solution implementation and ongoing service management, focusing on maximizing client retention and revenue growth.
- Oversaw service quality management and optimized customer relationship resources, including manpower and vendor partnerships.
- Oversaw customer success strategies to enhance existing total contract value (TCV) through effective upsell and cross-sell efforts, achieving $1 million in TCV from upsells in 2023-2024 and $600,000 in 2025.
- Achieved consistent top line and bottom line performance, meeting annual targets. Delivered 10% year on year growth through effective management of enterprise contractual P&L.
- Oversaw operations of a team of dedicated customer success managers to drive performance and support client retention.
- Led coaching, development, and management of Customer Success Managers and delivery teams.
- Reviewed and interpreted customer feedback to uncover insights for improving service quality and total customer experience.
- Managed processes for land adoption, expansion, and renewal to enhance operational efficiency.
- Assisted in managing KWSP, PERKESO, and UOB media initiatives. Supported teams in achieving project goals and maintaining timelines. Contributed to effective communication across departments.
- Guided team members in customer relations best practices, promoting a culture of excellence and accountability.
- Coordinated efforts with cross-functional teams to ensure customer strategies support overarching organizational goals.
- Coordinated escalations as needed, working closely with stakeholders to expedite resolution of intricate challenges.
- Executed vendor contract negotiations to enhance resource optimization and budget management.
- Promoted a collaborative work environment by facilitating effective communication between team members and senior management, ensuring all voices were acknowledged.
- Spearheaded recruitment, interviewing, and hiring processes while establishing a mentoring program to enhance employee engagement.
- Managed cost control measures to ensure business operations remained within budget.
- Developed and implemented customer feedback programs to enhance service quality.
- Led cross-functional teams to resolve complex customer issues efficiently.
Customer Success Manager Lead Malaysia - MPS
HP
Malaysia
08.2017 - 11.2022
- Oversaw strategic planning and operations to drive growth in managed services and improve customer satisfaction.
- Managed end-to-end operations of printer service delivery (MPS), focusing on optimizing service solutions and operational efficiency within the country.
- Spearheaded managed services operations in Malaysia to achieve customer satisfaction and meet revenue and P&L targets.
- Directed account management strategies for key clients, ensuring exceptional service delivery and high satisfaction levels.
- Analyzed customer feedback and executed targeted improvements, resulting in a rise in satisfaction rates from 60% in 2017 to 76% in 2022.
- Achieved substantial revenue growth through successful contract negotiations, securing $8.6 million from CIMB Regional and $4.1 million from Public Bank. Drove contract renewals resulting in $800,000 from RSDH, $500,000 from KPJ Healthcare, and $600,000 from B. Braun Medical Industries. Delivered impactful results that strengthened market position and client partnerships.
- Analyzed customer feedback and developed innovative approaches to boost retention and foster engagement.
- Engaged with cross-functional teams to analyze customer feedback and implement improvements in service delivery.
- Interpreted customer data to detect trends, facilitating the implementation of proactive support initiatives.
- Guided junior team members in implementing best practices for customer success management.
- Developed tailored strategies to enhance customer engagement and retention across diverse accounts.
- Led customer onboarding initiatives to ensure seamless product adoption and satisfaction.
Account Delivery Manager
HP
Malaysia
05.2014 - 07.2017
- Cultivated and strengthened customer relationships to enhance overall satisfaction and experience.
- Facilitated successful contract renewal process for 7-Eleven Malaysia SDN BHD, achieving a $1.2 million deal in October 2016.
- Drove customer satisfaction initiatives, resulting in a 60% CSAT score and an 81% loyalty score, both above established targets for FY 2016.
- Analyzed printer performance and delivered optimization recommendations to customers.
- Exhibited leadership in managing customer escalations to ensure effective problem resolution.
- Orchestrated negotiations of client contracts, balancing favorable terms with the maintenance of strong professional relationships.
- Oversaw strategic planning for multiple accounts, ensuring optimal performance and exploring avenues for growth.
- Directed cross-functional teams to streamline account delivery processes.
- Analyzed service delivery processes and implemented targeted strategies to improve efficiency across various accounts.
- Developed and maintained key client relationships, ensuring adherence to business objectives and client expectations.
- Evaluated performance metrics to pinpoint opportunities for enhancing service quality and operational efficiency.
- Directed resource allocation to align team capabilities with client requirements for successful project execution.
- Managed adherence to service level agreements to enhance client satisfaction and operational efficiency.
- Analyzed current account delivery workflows and executed enhancements to streamline operations.
- Coordinated vendor partnerships to schedule daily pickups and weekly deliveries.
- Managed client handoffs from sales processing to delivery team, ensuring clarity in roles and responsibilities while leading kick-off activities.
- Analyzed data trends and insights to guide decisions aimed at optimizing business operations.
- Engaged with key client stakeholders to build trust and develop enduring partnerships that drive mutual success.
- Oversaw project management for cross-functional teams, guaranteeing adherence to deadlines and maintenance of superior quality in deliverables.
- Led cross-functional teams to enhance account delivery processes and customer satisfaction.
- Developed strategic initiatives to streamline operations, improving service efficiency and responsiveness.
Service Delivery Manager
HP Enterprise Services
Malaysia
10.2010 - 04.2014
- Ensured SLA for call answer time, first call resolution and customer satisfaction are met with a team of 200 staff handling 60,000 calls/interactions per month for Level 1, Level 2 and Specialized Service Desk based in Cyberjaya, Manila and Bangalore.
- Achieved ISO9001:2008 Certification for HP Service Desk Cyberjaya by ensuring all processes and documentations are compliant with the ISO standard for 3 consecutive years (2011 – 2013).
- Awarded 2nd place in Best Outsourced Inbound Contact Centre (above 100 seats) by Contact Center Association Malaysia (CCAM) in 2014.
- Set up a new service desk support site in Manila, Philippines, for Shell Account 2012-2014.
- Successfully transitioned service desk jobs and responsibilities to HP Bangalore, India, as part of the location strategies.
- Annual savings of USD1mil with the productivity improvement.
- Managed cross-functional teams to enhance service quality and operational efficiency.
- Led service delivery operations, ensuring alignment with client requirements and organizational standards.
- Fostered strong relationships with clients, addressing concerns and driving satisfaction initiatives.
- Coordinated new hire recruitment, training and development.
- Attended staff and client meetings and served as liaison to manage operations for account.
- Supervised operations of 24-hour customer service desk staffed by 25 team members.
- Implemented innovative programs to increase employee loyalty and reduce turnover.
Service Desk Operation Manager
EDS, an HP Company
Malaysia
07.2008 - 09.2010
- Ensured SLA for call answer time, first call resolution and customer satisfaction are met with a team of 150 staff handling 40,000 calls/interactions per month based in Cyberjaya, Malaysia.
- Coordinated the transition of jobs from Shell to EDS and then to HP during the Shell Infrastructure Service Provider outsourcing program.
- Set up of a new specialized service desk for VIP customers in Shell with a team of 40 staff supporting 24x7.
- Set up a specialized team in the service desk to handle the Mobile Connect service for Shell with a team of 20 staff supporting 24x7.
- Developed strategic plans to improve client satisfaction and operational efficiency.
- Led cross-functional teams to streamline operations and enhance service delivery.
- Mentored junior managers, fostering leadership skills and promoting a collaborative work environment.
- Analyzed performance metrics to identify trends and inform decision-making strategies.
- Resolved staff member conflicts, actively listening to concerns and finding appropriate middle ground.
- Maximized performance by monitoring daily activities and mentoring team members.
- Built high-performing teams through effective recruitment, onboarding, and talent development initiatives.
- Mentored junior team members for career advancement, fostering a pipeline of future leaders within the organization.
Global Shell Service Desk Team Lead
Shell Information Technology International Sdn Bhd
Cyberjaya
11.2006 - 06.2008
- Analyzed data and generated comprehensive reports to support performance tracking and trend evaluation.
- Led service desk operations to ensure timely resolution of technical issues.
- Managed operations in Cyberjaya, Malaysia, ensuring that service level agreements for call answer time and first call resolution were consistently met while addressing 20,000 login credentials-related calls monthly.
- Exceeded established SLA benchmarks for central admin helpdesk, demonstrating sustained performance over two years.
- Facilitated relocation of helpdesk functions to Cyberjaya to streamline global support services.
- Oversaw service desk functions to maintain high standards of IT support and effective problem-solving.
- Provided coaching and support to team members, promoting professional growth and improving performance metrics.
- Analyzed existing processes and introduced enhancements to improve response times and boost customer satisfaction metrics.
- Developed structured training initiatives for new hires, ensuring a smooth onboarding experience and effective integration into the team.
- Evaluated service desk metrics to uncover trends and drive strategic initiatives.
- Managed user inquiries and provided solutions through telephone, chat, and email platforms, ensuring effective communication.
- Enhanced service desk efficiency to improve response times and customer satisfaction through process optimization.
- Orchestrated deployment of knowledge base system, significantly reducing research time for technicians addressing frequent problems.
- Monitored service desk performance metrics to enhance service quality and drive continuous improvement initiatives.
- Mentored team members, fostering skill development and enhancing overall performance.
Incident Coordinator (IMG)
Shell Information Technology International Sdn Bhd
Cyberjaya
06.2004 - 10.2006
- Integrated Management Group (IMG) Incident Coordinator.
- Coordinated the end-to-end ticket escalation to ensure incident and problem tickets are resolved within SLA.
- Acted as a focal point for ticket escalations between Level 1 Helpdesk and Level 2 Support.
- Identified recurring incidents which could lead to potential service at risk/situation, which helped the level 1 helpdesk to manage call volumes.
- Analyzed incident trends to identify root causes and recommend preventive measures.
- Coordinated incident response efforts to ensure rapid resolution of technical issues.
- Facilitated communication between IT teams and stakeholders during major incidents.
- Developed and maintained incident management documentation for process consistency.
- Led post-incident reviews to assess performance and implement improvements.
Service Desk Analyst
Shell Information Technology International
Cyberjaya
03.2001 - 05.2004
- Conducted logging, monitoring and reporting tasks related to Helpdesk operations and provide end to end problem resolution of IT-related issues to all the Shell users globally.
- Conducted Service Desk Training & onboarding to Shell Indonesia IT.
- Developed knowledge base articles to support user self-service initiatives.
- Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
- Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Created user accounts and assigned permissions.
IT Executive
Hong Leong Bank Berhad
Kuala Lumpur
04.1995 - 02.2001
- Provided IT-related technical expertise and support in user requirements gathering, system analysis and design, feasibility study, various types of testing, system implementation and support.
- Involved in all new IT Projects within the bank nationwide and provide advisory on System requirements of COMPAQ systems.
- Conducted research & development on new IT products and Operating Systems (Windows 95 to Windows NT4).
- Conducted training on new IT Products to the end user (Clerical, Executive & Managers) post system migration and new system setup at Bank branches.
- Introduced comprehensive training programs for end-users on new systems or software updates.
- Mentored junior IT staff, fostering a culture of continuous learning and professional development.
- Built, repaired and installed computer-related hardware based on deployment procedures.
Education
International Diploma of Computer Studies - Information Technology And Computer Science
NCC Education & Training UK
Malaysia01.1995
Primary/Secondary School - "O" Level
Seaport Secondary High School
Petaling Jaya01.1993
Skills
- Proven leadership skills
- Operational efficiency enhancement
- Managed service delivery
- Client relationship management
- Value-based sales strategy
- Service Delivery Management
- Supplier relationship management
- Change management expertise
- Data analysis
- Client account management
- Critical thinking skills
- Staff development
- Customer service excellence
- Customer satisfaction
- CRM software
- Sales management
Certification
- Trailblazer Leadership Development Program, HP, 12/01/21
- Communicating with Impact, ExecOnline, 05/01/21
- Mastering Management Essentials, ExecOnline, 12/01/20
- ITIL v3 Foundation Certificate in IT Service Management, AXELOS Global Best Practice, 11/01/17
- ISO 9001:2015 internal auditor training, BSI, 06/01/11
- Certified Practitioner of Neuro-Linguistic Programming (NLP), Leading Performance Ptd Ltd/ American Board of Neuro-Linguistic Programming, 01/01/07
- IT Service Management Practitioner: Incident Management / Service Desk (based on ITIL), EXIN, 05/01/06
- Certified Contact Center Manager Program, ATCEN Sdn Bhd, 01/01/06
- Management Problem Solving and Decision-Making Programme, KEPNER TREGOE, 03/01/06
- IT Service Management Foundation (based on ITIL), EXIN, 08/01/03
Languages
English
Bahasa Malaysia
Chinese - Cantonese
Timeline
Head of Customer Success Manager
HP
11.2022 - 10.2025
Customer Success Manager Lead Malaysia - MPS
HP
08.2017 - 11.2022
Account Delivery Manager
HP
05.2014 - 07.2017
Service Delivery Manager
HP Enterprise Services
10.2010 - 04.2014
Service Desk Operation Manager
EDS, an HP Company
07.2008 - 09.2010
Global Shell Service Desk Team Lead
Shell Information Technology International Sdn Bhd
11.2006 - 06.2008
Incident Coordinator (IMG)
Shell Information Technology International Sdn Bhd
06.2004 - 10.2006
Service Desk Analyst
Shell Information Technology International
03.2001 - 05.2004
IT Executive
Hong Leong Bank Berhad
04.1995 - 02.2001
International Diploma of Computer Studies - Information Technology And Computer Science
NCC Education & Training UK
Primary/Secondary School - "O" Level
Seaport Secondary High School