Mandy Chi

- Act as Point of Escalation for over 30 Premium Enterprise customers in Greater China region from commercial to public sectors - Manage post-sales customers’ experience from onboarding to on-going technical troubleshooting of Cloudflare’s security & performance products by aligning resource with solution engineering, technical support, network, infrastructure and product teams. - Drive customer retention and identify expansion opportunities through developing customer relationship via day-to-day contact and QBR strategic reviews.

- Act as primary contact point on all partner communications to ensure loyalty and satisfaction - Provide support on on-boarding with our SaaS product, product integration with client's system of record, education on best practice, success planning on how our platform can strategically support end client’s business needs - Manage internally on partner relationship program to increase efficiencies, identify cross-sell and upsell opportunities with sales team - Manage a portfolio of 50+ enterprise accounts ranging from Aviation, Telecommunications, Banking & Financial to CPG sectors via re-sellers - Manage financial elements of relationships in terms of payment schedule and contract renewal

Customer On-boarding and Engagement - Building online customized insight communities for B2C & B2B clients ranging from retails, insurance, banking, FMCG sectors in APAC regions from website creation, recruitment and ongoing management. Community management - Advising client on the best practice in utilizing insight communities to execute customer-centric insight activities and engagement activities to make right business decisions, enhance brand image and increase ROI. - Monitor community growth to ensure engagement of customers

- Managing high complexity and multi-country full service projects in APAC regions from questionnaire set up, analysis, scripting, fieldwork recruitment till data delivery. - Assisting training of new joiners and be mentor of the junior project management team. - Taking role of Acting Team Leader to assist in connecting Client Service team with other departments and monitoring project execution.

Project management: - Handling complex online quantitative research studies including mobile research and medical studies; offline qualitative studies including offline focus group, central location test, food taste test, in-depth interview Sales management: - Handling inbound quotation control for both quantitative and qualitative research studies - Responsible for regular outbound client visit, attending conference and new client development

Project management: - Handled online quantitative research projects mainly in Asian countries for both B2C and B2B areas - Managed complex qualitative projects including home-use product test, online focus groups and bulletin board studies - Responsible for localization check on questionnaire, consultation to client with local knowledge, sampling and fieldwork management and vendor control. - Acted as trainer and mentor for junior staff, planner for workload in sampling team Inbound sales management: - Handled quotations and follow up with clients - Responsible for preparing pricing, estimating feasibility and timing for quotation. - Assisted in new product planning, managed product roadmap, pilot test, profit and loss control, released operation and pricing schemes of new products. Products include home-usage test, customized panel building, incidence check service, omnibus studies and online focus group/ bulletin board studies

- Responsible for preparing graphic presentation and site meeting documents for interior design projects, coordinating with clients and contractors from earlier design stage to on-site matters