Client Success Manager

• Jan 2021 - Present

Client Success Manager

• Apr 2019 - Dec 2020

Business strategy and analytics:• Analyze client usage & behavior to better understand how our clients use our platform• Define and monitor our client segments to determine profitability and product suitability• Develop, implement, and refine target user engagement models to ensure our company is focused on client successClient Relations:• Work closely with private banks, HNWIs, Family Offices and EAMs in Singapore and Hong Kong• Manage day-to-day client communication and address ad hoc client queries and requests• Manage Canopy community, the exclusive, by invite only social platform for HNWI• Buildup and maintain relevant post-sales marketing materials, leaflets, and websitesCross-functions:• Provide input into the product development cycle and feature prioritization• Conduct User Acceptance Testing ("UAT") for new product releases to ensure they are ready for our clients• Assist with marketing functions as required

Business Management Executive

• Apr 2018 - Apr 2019

• Vendor Management Skill - Primary point of contact in distributing The Alchemist Code on the Razer Gold store, from negotiation to integration and marketing plan to live launch.• App Monetisation Strategy - Analysed in-game data to propose improvement on current in-game ad monetisation methods.• Competitive and Market Analysis - Conducted competitor and market analysis to determine the viability of a global launch for Brave Frontier 2.• Qualitative Analysis - Conducted a survey to understand players' lifestyle habits for marketing purposes.

Data Analyst Intern

• 2018 - Apr 2018

Data Science Student

• Aug 2017 - Nov 2017

My experience analysing sales and customer data has developed my interest to impact business and sales through analytics. I decided to equip myself with some of the necessary skills by completing the full time Data Science Immersive Course. It was an overwhelming yet rewarding experience as I worked on various datasets using tools such as Python programming, data wrangling techniques, exploratory data analysis, statistical analysis, feature engineering and machine learning models. Capstone Project: Customer Analytics• Performed customer analytics on a transactional dataset• Used K-means clustering for RFM based customer segmentation, association rules for market basket analysis and Python Lifeimes package to predict Customer Lifetime Value

Senior Business Development Dealer

• Aug 2016 - Aug 2017

After 5 years of retail sales, I took up a new position as business development dealer, primarily to open up B2B business for Contract For Difference (CFD) and also provide account management services for existing B2B partners. As this was a new position, more time was spent on conducting market research on pricing, possible markets for expansion and also analysing sales and trading volume of existing B2B partners to understand profitability of our product offerings. There was some success in revenue growth by introducing OTC bond investment to one existing partner, however, a few advanced negotiations failed to follow through due to regulatory concerns.Roles and Responsibilities- Provided account management services and client retention for existing B2B partners- Used advanced Excel functions such as pivot table and VLOOKUP to analyzed commission data of B2B partners- Prepared and executed presentation/ demos, and provide solutions to customer inquiries (travelling as needed)- Assist with individual partner's sales forecasting, planning and budgeting process- Liaised with internal sales channels to promote Contract For Difference (CFD)- Conducted market research to identify possible markets for expansion

Equity Dealing Manager

• Jul 2011 - Jul 2016

My 5 years of experience as an equity dealer and subsequently as dealing manager have been successful and rewarding. Not only have I built a strong understanding of the financial markets and the ability to manage investment portfolios, I have also gained extensive experience in handling situations with irate clients and deliver quality services based on clients’ needs. This has translated into consistent strong revenue for the team and retained two crucial accounts which resulted in additional $30K commission per month. During my time as dealing manager, I also had the pleasure of sharing my financial knowledge in talk shows on Channel 8 and Radio 958 as well as mentoring junior dealers to improve on their skills. This is extremely fulfilling as I have created a network of like-minded traders to be involved in the financial market.Roles and Responsibilities- Managed accounts and revenue growth for 2000+ active accounts in the team- Expanded client base through seminars, road shows and talk shows on Channel 8 and Radio 958- Marketed private placement of IPO such as Fraser HTrust and Phillip SGX APAC Div REIT ETF- Retained two crucial accounts which resulted in additional $30K commission per month- Reduced the percentage of dormant accounts by creating a customer journey for timely engagement with clients- Managed financial objectives for clients through investment in different products (Stocks, Bonds, CFDs, Futures) with different trading strategies and market insights- Performed risk assessment of clients by tracking their trade size, frequency and P&L data- Conducted weekly reports on commission, call volume and sales idea to look for areas of improvement- Trained and on boarded team of 3 junior dealers to turn around low revenue accounts- Trade execution- Acquired licensing in CMFAS module 1A, 5, 6 and 6A

Intern

• Dec 2010 - Feb 2011

Assisting the team with Assurance assignments, including:- Drafting standard letters and organising all necessary documents for despatch to the client- Reviewing financial statements - Simple internal and external audit procedures Assisting the team with Assurance assignments, including:- Drafting standard letters and organising all necessary documents for despatch to the client- Reviewing financial statements - Simple internal and external audit procedures

Intern

• Nov 2009 - Feb 2010

- Assisting with research, data entry, and recording accurate and complete financial records- Working with bookkeeping software - Assisting with research, data entry, and recording accurate and complete financial records- Working with bookkeeping software