Christopher Chan
Foster City,USA
Summary
Dynamic Customer Success and Operations Executive with two decades of experience scaling organizations and enhancing customer retention. Increased customer base by 58% through standardized processes and operational improvements, while reducing churn by 32% through proactive engagement strategies and robust analytics.
Overview
32
32
years of professional experience
Work History
CHIEF CUSTOMER OFFICER
Olivia Technologies
01.2019 - Current
- Lead company-wide Customer Success strategy across Account Management, Deployments, Onboarding, Training, Support, Analytics, and Reporting functions.
- Operationalized customer success strategy across teams, enhancing service delivery and alignment with business objectives.
- Increased customer base by 58% through process standardization, scalable onboarding programs, and operational improvements.
- Reduced customer churn and improved ARR/MRR by 32% through proactive customer engagement and data-driven retention strategies.
- Oversee all customer facing activities including, Strategy, Account Management, Deployment, Training, Onboarding, Customer Support, Data Analytics and Reporting.
- Implemented standard operating procedures to ensure consistent service levels across order processing, shipping, billing, and customer care.
- Developed comprehensive customer feedback mechanisms to identify trends and improve service delivery.
- Developed and presented comprehensive strategy to secure Series A funding, aligning investor interests with growth vision.
Executive Vice President
HiFu Services
Mountain View, USA
01.2014 - 01.2018
- Negotiated 8 multi-year contracts with major retail customers, securing long-term partnerships.
- Negotiated contracts and agreements to secure favorable terms and maximize profits.
- Identified business development opportunities to grow organization and increase revenue.
- Led strategic initiatives to enhance operational efficiency and drive organizational growth.
- Managed operations, customer success, and account management across departments to ensure alignment and efficiency.
- Reduced churn by 15% through customer communications and analytics.
- Oversaw cross-functional teams to ensure deliverables met quality standards and deadlines.
HEAD OF OPERATIONS & CUSTOMER SUCCESS
WESTERN UNION
01.2012 - 01.2013
- Managed customer satisfaction and improved NPS, CSAT & VOC by 22%.
- Hired and led global team of over 100 support staff, fostering a culture of high performance and accountability.
- Increased customer digital usage by 15% through customer retention plans.
- Directed operations across 5 departments: Customer Success, Analytics and Reporting, Customer Operations, Regional Support, & UAT to enhance overall service delivery.
- Cultivated strategic partnerships with internal teams and 3rd party vendors to optimize operational efficiency and service offerings.
- Implemented process improvements that reduced operational costs while maintaining quality standards.
- Conducted onboarding and training sessions to enhance employee knowledge and skills.
DIRECTOR – GLOBAL ACCOUNT MANAGEMENT
AMERICAN EXPRESS
01.2010 - 01.2012
- Led global strategy and partnerships for AMEX's Merchant Operations group, aligning objectives across regions.
- Overall responsibility for global partnerships & implementation for Serve's platform operations.
- Collaborated with executive team to create comprehensive global expansion plan covering the US, Asia, EMEA, and LAC.
- Effectively analyzed global processors to support Serve's global expansion plans.
- Designed & developed early-stage digital wallet payment strategy for integration with AMEX.
- Developed integration strategy for Revolution Money into AMEX's system, facilitating seamless operational alignment.
- Led strategic initiatives to enhance customer engagement and loyalty programs.
DIRECTOR – OPERATIONS/ CLIENT SERVICES
BLING NATION
01.2008 - 01.2010
- Directed all aspects of strategy, design, and deployment for NFC payment service.
- Spearheaded innovative resource allocation and strategic planning approaches to optimize operational efficiency.
- Increased customer usage by 23% through increasing efficiencies and process improvements.
- Reduced churn by 40% while significantly improving customer satisfaction.
- Coordinated setup, onboarding, training, customer success, and ongoing education to enhance client experience.
- Established implementation process for Bling Nation's service across 12+ merchants and institutions.
- Developed strategies and implemented acceptance methods for 26 Merchants.
- Developed operational processes for product support, inventory management, and delivery.
DIRECTOR – PROFESSIONAL SERVICES & SUPPORT
YODLEE INC.
01.2005 - 01.2008
- Led design, delivery, and customer success initiatives for Yodlee's global payment service, enhancing client satisfaction and service quality.
- Executed over 100 successful implementations for global customers, utilizing AGILE methodology to ensure timely and efficient project delivery.
- Oversaw ASP and SDK payment solutions across US, Europe, and Asia/Pacific markets, driving consistent service alignment and operational effectiveness.
- Directed the onboarding, training, and ongoing education for Yodlee products.
- Oversaw a team of 12 staff members across functional areas in India and Europe.
DIRECTOR – EMERGING TECHNOLOGIES
VISA USA
01.1995 - 01.2003
- Identified innovative methods for member banks to validate and authenticate users during registration, streamlining the onboarding process.
- Designed web portal strategy for merchants and member banks, improving the user experience and facilitating transactions.
- Developed and executed rollout strategy for Verified by Visa authentication services, enhancing security for users and merchants.
- Developed strategies for diverse payment options on the web.
Education
MBA - Global Business Management
St. Mary's College
Moraga, CABA - Political Science
Cal State University
San Luis Obispo, CASkills
- Customer success management
- Customer success metrics
- Customer engagement
- Account management
- Data analytics
- Operational efficiency
- Change management
Executive Level Competencies
- Revenue Growth Retention
- Customer Success Leadership
- Operational Excellence
- Strategic Planning
- Global Team Leadership
- Business Operations Optimization
Timeline
CHIEF CUSTOMER OFFICER
Olivia Technologies
01.2019 - Current
Executive Vice President
HiFu Services
01.2014 - 01.2018
HEAD OF OPERATIONS & CUSTOMER SUCCESS
WESTERN UNION
01.2012 - 01.2013
DIRECTOR – GLOBAL ACCOUNT MANAGEMENT
AMERICAN EXPRESS
01.2010 - 01.2012
DIRECTOR – OPERATIONS/ CLIENT SERVICES
BLING NATION
01.2008 - 01.2010
DIRECTOR – PROFESSIONAL SERVICES & SUPPORT
YODLEE INC.
01.2005 - 01.2008
DIRECTOR – EMERGING TECHNOLOGIES
VISA USA
01.1995 - 01.2003
MBA - Global Business Management
St. Mary's College
BA - Political Science
Cal State University