Lisa Hou

- Lead the post-sales lifecycle for APAC customers, managing onboarding, deployment, and long-term adoption of LightSource’s procurement platform. - Help analyze customer health metrics to ensure retention, identify upsell opportunities, and contribute to process optimization and CS operations to enhance efficiency and customer impact.

- Cross-Functional Collaboration & Product Enablement Acted as a key connector between Customer Success, Product, Marketing, and Sales teams to align on customer needs and business goals. Partnered with product teams to integrate user feedback into roadmap planning and feature development. Contributed to internal playbooks and help center resources to support scalable growth and reduce support friction. Collaborated with marketing to improve messaging using frontline insights and supported sales with technical input during presales. - Team Leadership & Customer Experience Strategy Led the Customer Success team in managing all incoming inquiries from marketing and sales activities. Built efficient workflows to triage, prioritize, and resolve requests while ensuring a consistent customer experience. Fostered a team culture focused on learning and service excellence through training, product deep-dives, and regular knowledge sharing. Standardized onboarding and support processes to deliver high-impact customer outcomes. - Customer Insights & Scalable Support Gathered insights via interviews, surveys, and support trends to identify user pain points and inform product decisions. Supported feature launches with enablement content and ensured customer-facing teams were equipped to guide adoption. Focused on helping users realize long-term value through targeted guidance and education.

- Experienced Merchant Consultation Expert skilled in resolving merchant issues, collecting feedback, and optimizing products. - A proficient communicator bridging the gap between merchants and internal teams, ensuring comprehensive support and customer satisfaction. - Proficient in data analysis, driving business growth, and providing reports based on market activities. - Expertise in user lifecycle management, improving registration and retention rates. - Accomplished System Administrator, establishing management protocols, training employees, and automating workflows to enhance productivity. Successfully built and managed Global merchant operations, achieving significant operational efficiency through automation.

- Marketing Research: Conducted thorough analysis of foreign markets to inform key company decisions. This involved collecting and analyzing reports on each market, gathering data on competitor products such as quantity, sales, and influence in the industry, and presenting a comprehensive market feasibility report. - Social Media Marketing: Developed strategic partnerships with relevant KOLs in the North American market to promote our products effectively on social media platforms. Collaborated with influencers to increase product visibility and drive consumer engagement.

As an intern, the main responsibilities include: - Assisting the global marketing team in implementing marketing strategies for the NA region and enhancing the brand image. - Supporting the establishment and management of social media accounts by contributing creative ideas and content, and ensuring scheduled posts are published. - Planning, preparing, and providing support for regional events. - Generating reports, analyzing data, and summarizing information and trends. - Utilizing and overseeing the CRM system for product distribution and addressing customer complaints.