MENGXIN WEI
London
Summary
Results-oriented Customer Success Manager with a strategic mindset and strong analytical capabilities, showcasing excellence in cross-functional coordination and project management. Proven success in streamlined onboarding, adept negotiation of contracts, boosting customer retention, and implementing strategic business plans for sustainable growth. Proficient in conflict resolution and adept at leveraging data management tools for informed decision-making. Actively pursuing opportunities to apply refined skills in enhancing customer satisfaction and contributing to overall business success.
Overview
4
4
years of professional experience
Work History
Customer Success Manager
Stealth Start-Up
01.2023 - Current
- Effectively oversaw aportfolio of 60+ key accounts and 10 enterprise accounts, proactively nurturing client relationships through regular communication, resulting in a 15% improvement in quarterly client satisfaction review.
- Facilitated seamless collaboration with internal teams, overseeing the onboarding process for over 10 new accounts monthly; utilized comprehensive product knowledge to proactively address potential ambiguities.
- Preserved over 10 key accounts at risk of departure by employing a data-driven approach to discern and address specific business needs, resulting in a remarkable 10% increase in average client retention rate.
- Implemented inventive marketing solutions for clients, driving an average of 10% increase in sales growth through a strategic and creative approach, resulting in enhanced market presence and client satisfaction.
- Leveraged data management tools to systematically generate sales data and provide regular reports to key accounts, ensuring a timely and comprehensive overview.
Business Development Coordinator
HungryPanda
09.2021 - 12.2022
- Forged and sustained relationships with 70+ restaurant merchants and 10+ key merchants through strategic multi-channel approaches, resulting in a 20% increase in partnership engagement and a 15% boost in revenue from key accounts.
- Implemented a dynamic combination of online and offline prospecting strategies, consistently cultivating partnerships with an average of 10+ new restaurant entities each month.
- Negotiated contracts and exclusivity agreements with merchants, introducing mutually beneficial solutions that resulted in a 15% increase in quarterly net promoting scores reviews.
- Managed and resolved conflicts between the business, the operational department and merchants by identifying the root of issues.
- Delivered professional sales presentations, creatively communicating product quality and market comparisons to prospective clients.
Intern Associate
Hongta Securities Co Ltd
10.2020 - 01.2021
- Collaborated with a team of 6 to meticulously research and analyze financial reports of 13 designated companies, successfully identifying hidden risks within one company and reporting findings to senior management, contributing to enhanced risk management and informed decision-making.
- Led a team of 3 interns in providing instrumental support to managers, contributing to the preparation of information memoranda and data rooms, ensuring a seamless and efficient process for information dissemination and organizational efficiency.
- Enhanced overall work efficiency by implementing strategic file separation, classification, naming, and organization techniques, resulting in a 20% reduction in time spent on document retrieval and an optimized workflow for increased productivity.
- Kept abreast of daily financial news, monitored announcements from selected companies, and prepared concise daily reports, ensuring a comprehensive understanding of market trends and contributing to informed decision-making processes.
Stylist
Harrods
09.2019 - 09.2020
- Cultivated successful client partnerships by consistently delivering outstanding levels of service, thereby promoting enduring customer loyalty and contributing to a sustained and robust client base.
- Sustained both friendly and professional customer interactions, fostering a positive rapport and contributing to a customer-centric service approach.
- Acted as a consultant, providing guidance to over 40 customers daily to ensure informed and appropriate selections, contributing to a personalized customer experience and heightened satisfaction.
- Consistently met monthly targets and achieved a complaint-free record, demonstrating a commitment to excellence in performance and customer satisfaction.
Education
Master of Science - Investment Banking
Queen Mary University of London
London09.2022
Master of Science - Entrepreneurship, Finance and Innovation Master
Loughborough University
London09.2018
Bachelor of Science - Business Management with Marketing
Royal Holloway University of London
London07.2017
Skills
- Salesforce/Zendesk
- Customer Account Management
- Contract Negotiation/Renewal
- Business Analysis and Reporting
- Customer Retention
- Project Management
- Customer Onboarding
- Cross-functional Coordination
- Strategic Business planning
- Full UK driving license
- Client Relationship Management
Timeline
Customer Success Manager
Stealth Start-Up
01.2023 - Current
Business Development Coordinator
HungryPanda
09.2021 - 12.2022
Intern Associate
Hongta Securities Co Ltd
10.2020 - 01.2021
Stylist
Harrods
09.2019 - 09.2020
Master of Science - Investment Banking
Queen Mary University of London
Master of Science - Entrepreneurship, Finance and Innovation Master
Loughborough University
Bachelor of Science - Business Management with Marketing
Royal Holloway University of London
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