Patrick Chang

Experience

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  AXA Financial

  Jun 2008 - Aug 2008

  Financial Advisor Intern

  • Analyzed client financial data insights to craft personalized strategies and promote customized experiences for clientele while implementing financial planning recommendations in alignment with expectations.

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  Guardian Trust Company

  Jun 2010 - Dec 2010

  Operations/Research Intern

  • Drafted corrective action plans, processes, and procedures while coordinating documentation and administration, along with assisting researchers by leveraging industry best practices.

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  Gourmet Spotting

  Jun 2011 - Jan 2012

  Business Development Intern

  • Researched and analyzed market trends to identify business development opportunities while supporting the creation and presentation of new ideas to add value to products, thus increasing sales and company revenue.

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  Macro Vision Research

  Jun 2012 - Aug 2012

  Research Analyst Intern

  • Gathered data using informational sources to meet specific project objectives as well as planned research methodologies while determining impactful trends and discrepancies.• Effectively managed data using statistical analysis processes and project management techniques.

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  AIQ

  Jan 2013 - Jan 2016

  Key Account Executive/Research Analyst

  CLIENT ONBOARDING | ACCOUNT MANAGEMENT | LEAD GENERATION | REVENUE GROWTHTRAINING & DEVELOPMENT | CUSTOMIZED REPORT DEVELOPMENT | USER INTERFACE• Delivered customer-centered services, overseeing (300+) accounts and (2000+) contacts via Salesforce while generating leads for the sales team and yielding an additional ($100K) in sales revenue.• Administered product training for (30+) clients per week; handled (40+) inquiries per day; drafted customized reports; and assisted software engineers in upgrading software to improve user interface (UI).• Enhanced and optimized data collection from state and private sources, thus acquiring an (80%) validity increase in email addresses and phone numbers for database.• Earned increased responsibilities and promotion based on performance excellence and a strong work ethic.• Analyzed market needs and devised account strategies while effectively proposing new products to clients by utilizing data sources, along with identifying new business opportunities.• Resolved clients’ issues and improved growth prospects; managed key accounts; organized regular client meetings to discuss requirements; and identified potential customers.• Remained updated on new features and product launches while reporting on sales performance analytics, coupled with suggesting innovative concepts to improve the overall customer experience.• Compiled and analyzed data to identify customer trends while building long-lasting and mutually beneficial relationships with external contacts and internal departments to optimize customer engagement. Show less

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  Hanover Research

  Jan 2016 - Jan 2017

  Business Development Associate

  OUTREACH CAMPAIGN DEVELOPMENT | NEW BUSINESS DEVELOPMENT | LOGISTICSSALES CYCLE MANAGEMENT | PARTNERSHIP DEVELOPMENT | VALUE OPTIMIZATION• Exhibited innovative mindset in designing, implementing, and evaluating captivating outreach campaigns.• Promoted new business development and coordinated logistics for the entire sales life cycle.• Led diverse engagements with CXOs and VPs of client companies regarding strategic research partnerships.• Optimized product value to fulfill existing market demand across multiple B2C and retail industries.• Nurtured mutually beneficial relationships with cross-cultural clientele, executing effective sales strategies while positively influencing prospects by utilizing sales best practices.• Steered and directed client engagement and outreach, building partnerships with CXOs and VPs of various firms, including mid-sized and Fortune 100 organizations.• Streamlined communications between leadership, marketing, business development, strategy, and product development personnel.• Achieved target business objectives while conducting market research and identifying potential clients.• Cultivated strong relationships with new clients while maintaining existing client relationships.• Collaborated across departments to implement growth strategies as well as developing and implementing sales strategies, client service and retention plans, and analyzing sales data to update marketing strategies.• Analytically drafted business plans, sales pitches, presentations, and reference materials. Show less

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  FUEL CYCLE

  Jan 2017 - Jan 2020

  Senior Associate/Senior Client Success Associate

  ACCOUNT MANAGEMENT | CLIENT RELATIONSHIP DEVELOPMENT | BUSINESS DEVELOPMENTCONTRACT NEGOTIATIONS | RESEARCH & ANALYSIS | DIGITAL OUTREACH | ISSUE RESOLUTION• Acquired and retained new business, on-boarding Fortune 500 organization accounts, along with identifying client business objectives and project goals to formulate customized solutions in alignment with specifications.• Retained long-term relations with Fortune 500 clientele, including Georgia Pacific, Ralph Lauren, Enterprise, and Vanguard while managing ($3.5M+) in combined contracts.• Enhanced sales via up-selling and cross-selling ($300K+) involving multiple products and services. • Served as a main account lead for delivering client consultations, securing (95%) client retention and year-over-year success through achieving win-win agreements.• Developed long-lasting customer relationships, offering after-sales support, handling renewals, and following-up with clients to identify new potential business, thus securing multi-year contracts.• Drove year-over-year account growth via attaining new accounts, retaining relationships with existing clients, performing contract renewals, facilitating value-added services, and achieving overall customer success.• Employed research and analysis best practices, conducting quantitative/qualitative research projects for client communities, supporting digital outreach messaging, creating survey capture data, and running analytics.• Cultivated and executed financial growth strategies and utilized innovative technologies, including the SaaS software platform to proactively identify and resolve technical issues and launch value-added initiatives.• Addressed client issues to achieve overall client satisfaction; defined client standards and processes for new product deliveries; and provided input to client forecasting for revenue/resource planning.• Turned around cancellations, negotiated new deals, and resolved complexities to retain client services. Show less

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  The Medici Group

  Jan 2020 - Jan 2021

  Customer Success Manager

  CLIENT ACQUISITION & RETENTION | BUSINESS DEVELOPMENT | ACCOUNT MANAGEMENT HIGH NET-WORTH CUSTOMER MANAGEMENT | VENDOR MANAGEMENT• Assume a highly-visible customer experience and client success management position, aligning customer needs with business requirements, thus achieving mutual-beneficial outcomes.• Implement account management best practices while managing the largest Fortune 500 organization accounts, including McCormick, AMD, and MetLife as well as various government entities.• Serve as an active member of the business development team, leveraging advanced sales expertise across multiple departments while maintaining a large business book in an efficient manner.• Oversee all aspects of inbound/outbound client engagement, acquisition, and retention while managing high net-worth customers, thus improving the overall client experience.• Liaise with the director and project team, analyzing existing processes and providing experience-based insights to develop program strategy in alignment with stakeholder requirements.• Orchestrate insightful presentations and reports for valued clientele, communicating complex concepts in a simplified manner while enhancing audience engagement to support decision-making.• Exhibit advanced analytical acumen, evaluating customer experience survey results to identify potential opportunities while aligning services with clients’ requirements.• Manage customer license renewals, informing on policy updates and providing fact-based recommendations to support decision-making through capturing customer insights and feedback.• Ensure overall customer success and long-term client engagement/retention while interacting with third-party vendors to upsell new services and coordinate client-centered deliverables.• Collect and analyze data from multiple systems and sources to improve customer-focused processes.• Elevate customer experience and engagement while focusing on increasing customer success factors. Show less

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  Qualtrics

  Oct 2021 - now

  Principal Customer Success Consultant

  PROJECT MANAGEMENT | CUSTOMER SUCCESS MANAGEMENT | CONSULTATIVE SELLINGCONSULTING SERVICES | SALES MANAGEMENT LIFECYCLE | STAKEHOLDER ENGAGEMENT• Lead the creation and execution of tailored customer success strategies to ensure high-level client satisfaction and long-term retention for strategic accounts worth $6M+ each.• Manage $15M book of business with a 97%+ renewal rate, consistently exceeding yearly quotas by approximately 325%.• Support Fortune 500 clients, including Verizon, Liberty Mutual, Accenture, Mastercard, and LL Bean, with proactive guidance and support to maximize the value of organization products and services.• Established and globally expanded a robust staff onboarding program across the USA, Mexico, and EMEA.• Serve as a long-term customer relationship manager and product expert, driving renewal and expansion of XM programs.• Collaborate with customers to translate business requirements into value-based solutions and drive program maturity.• Develop and implement standard XM methodologies across various use cases and industry verticals, enhancing platform adoption.• Partner with account executives to create robust account strategies, propelling growth and XM maturation.• Launch cross-functional initiatives to improve overall customer experience, satisfaction, and loyalty.• Execute renewal strategies through informal account management and formal RFP responses, planning and negotiating effectively.• Analyze customer health metrics and create action plans to mitigate risks and capitalize on opportunities.• Orchestrate insightful content to educate users on platform utilization and product roadmap. Show less