Serene ZHANG

Customer industries: apparel, ecommerce, retail, manufacturing, pharmaceutical, automotive. Work with partners, customers, and all related subsidiaries from all regions of assigned Global Key Accounts, ensure customer satisfaction level and track-ability of timelines through all projects lifecycle to post-sales phases: 1- Onboard with customer projects since SIT & UAT phases, help with resources allocation, ensure track-ability of all incidents/requests/inquiries while respecting project KPI and SLAs; 2- Keep sync-up cadence with customers during post go-live phases to ensure good customer experience through all lifecycle, understand customer's strategic changes and pain points, find appropriate solutions proactively; 3- As an extension of customer experience, work on winning customer endorsement. Internal Responsibilities: 1- Contribute to global key account team strategy build-up; 2- Deliver core values of global key account team as voice of the customer, win recognition and get more support from multiple departments in different regions.

Customer industries: Government and Public Affairs, Power and Automation Maintain and develop long-term consultant business for customers: 1- Discuss with customer on consultant requirements, propose the framework to launch the project with certain deliverables and finish the bidding process; 2- Design analysis models; 3- Manage the investigation including cold call, data collection, field research; 4- Compile the consultant report and collect payment; 5- Customer relationship managment. Internal Responsibilities: 1- Focus on new business framework design 2- Take care of research project

Risk review for a full-picture understanding of complex project(more than 100MUSD): 1- Project management assessment on scope, technology R&D requirements, schedule, resource plan; 2- SCM assessment on lead-time, cost, cooperation experience, single source management, transportation risk; 3- Customer credit, culture risk, local regulation; 4- Full cost model, cash flow; 5- T&Cs, IP, tax and insurance; 6- Lessons learnt integration. Internal Responsibilities: 1- Sales operation 2- Bidding responsible in Capture team 3- Marketing forecast and annual review 4- NPS