Karen Wong

Client & Partner Success Manager at Praxonomy
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Contact Information
us****@****om
(386) 825-5501
Location
UK

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Credentials

  • Cert Prep: Scrum Master
    LinkedIn
    Nov, 2022
    - Nov, 2024
  • Project Management Professional (PMP)
    Project Management Institute
    Dec, 2020
    - Nov, 2024
  • ITIL Foundation Certificate in IT Service Management
    AXELOS Global Best Practice
    Jun, 2018
    - Nov, 2024

Experience

  • Praxonomy
    • United Kingdom
    • Software Development
    • 1 - 100 Employee
    • Client & Partner Success Manager
      • Dec 2022 - Present

      • As a result of high customer satisfaction and ‘likeliness to recommend’ scores, the software is awarded as High Performer in the Board Management Category in G2’s Summer, Fall and Winter 2022 Reports.

    • Client Services Manager
      • Feb 2020 - Present

      Praxonomy provides a secure cloud-based platform for company secretaries and board of directors to streamline board meeting process and improve corporate governance. I am in charge of the CS function to ensure a productive environment on the service team and foster customer centricity across the organisation for long-term success.Responsibilities:• Maintain and optimise end-to-end support processes and workflows to enable the team to reach or exceed Client Services SLAs. Ensure processes are documented, maintained and adhered to the ISO9001 and ISO27001 QMS framework.• Design and refine product implementation process, onboarding programmes and client success programmes that drive client adoption• Manage the full suite of Praxonomy’s client support channels including case management system (Freshworks), self-service knowledge base and 24/7 hotline (VoIP)• Team up cross-functionally between Engineering and Sales to address customer feedback and decide product roadmap using JIRA• Participate in sales activities e.g. renewal/upselling, sales demo and product trial• Work with sales partners to train their staff on how to deliver local support to their clients, and providing second-level technical support to the partners’ support teams• Act as the primary escalation point for critical client issues or complaints, and provide coordinated communications and timely resolutions.• Establish KPI metrics and perform regular analysis to make informed decisions about team productivity, case resolutions and changes to the team• Localization and translation (Chinese) for product UI and external communication• Design and coordinate QA programmes on new product release

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