Jeffrey Lu

Experience

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  Digital China

  Jun 2001 - May 2003

  Consultant Engineer
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  Cisco Systems

  May 2003 - Dec 2009

  Team leader of High Touch Engineering, Advance Services

  -Delivered the first Cisco High Touch Engineering service in China market, taking care of Cisco top 20 strategic customers in China. - Being the technical escalation point for both customer and partners and drive the resolution for customer emergency problem and recover their business with highest priority. - Being the contact point of Cisco to customer IT management, will also collect all of customer’s business requirement and opportunity during the engagement, and then bring them back to Cisco internal cross function teams to supply the demand. - Holding regular QBR meetings with customer’s management team to present the recent network operation status and analyze the problem root cause. - Working under high pressure with demanding customers, having good communication skills and customer facing experience to build trust with end user and partner. Show less

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  F5 Networks

  Dec 2009 - May 2014

  Manager, Global Support

  -Managing F5 technical support team in APAC region, (Beijing, Shanghai, and Singapore) and support F5 global customers in APAC time zone. Driving high customer satisfaction and taking care of support escalations from both internal and external customers. -Managing China local service delivery including Technical Account Management, Field Services Onsite and Consulting services. - Overseen top tier major account customers and worked as F5 support escalation point for PRC region. - Regularly communication with sales team for those critical support issues, develop account support plans and activities to improve customer experience and build more sales opportunity. Show less

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  Citrix

  Jun 2014 - Mar 2023

  Senior Manager - APJ Field Services team, Customer Success

  -Built and managed a team across APJ responsible for the customer and sales Technical Support escalations in the areas. Created programs to manage escalations, protect revenue, and increase services attach. - APJ responsibility for the delivery of Critical Situation Management to premium customers and managing the response to executive escalations. That often means building and managing cross functional Customer Success teams to deliver desired business outcomes. - Focused on driving Cloud Adoption by coordinating the Customer Success organization to remove blockers to customer adoption of Citrix technology. - Reduced executive escalations by over 70% by developing earlier, proactive intervention and engagement across APJ. Show less

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  Snowflake

  Dec 2023 - now

  Senior Manager of Technical Support

  The first employee of Snowflake in China to build the team and start the business in the region.