Chok Yuan Kang

Professional Achievements

Revenue Growth & Expansion

• Delivered 200% NDR: Scaled a $700K ARR global portfolio by executing targeted upsell/cross-sell campaigns, yielding $300K+ in expansion revenue.

• 150% Revenue Growth (90 Days): Accelerated growth across 25+ SMB accounts using AI-driven journey analytics to unlock untapped expansion pathways.

• Strategic Upsell Conversion: Drove a 35% increase in upsell conversion rates by implementing AI-triggered intervention plays for high-value Mandarin-speaking clients.

Retention & Loyalty

• 30% Churn Reduction (YoY): Developed and deployed a Predictive Health Scoring Model that identified at-risk accounts, achieving a 12-month win-back success rate.

• Retention Recovery (25% → 60%): Transformed at-risk segments within 12 months by re-engineering onboarding workflows and establishing a consistent EBR cadence.

• 95% CSAT & Excellence: Maintained a 95%+ CSAT score across global portfolios; honored as "2022 Customer Success Manager of the Year" (APAC).

Leadership & Technical Impact

• 20% Productivity Gain: Led and standardized processes for a remote team of 8 across 3 countries, integrating AI tools to streamline cross-functional workflows.

• 40% Faster Issue Resolution: Optimized technical triage for API/server escalations via Jira, reducing resolution time for critical issues to under 48 hours.

• 60% Efficient Decision-Making: Automated competitive market analysis using Looker dashboards and LLM workflows (Claude/GPT), saving 20+ hours of manual reporting weekly.