Na Ren

Experience

• 

  Lightinthebox

  Jul 2011 - Jul 2017

  1. Manage the whole customer service team: Set up strategies, Recruitment, Training, Quality Control.2. Analyze customers' demands to drive decision making and implement effective resolutions.3. Work with CRM to build the Auto-email system & Rewards system.4. Work with Logistics Team to screen logistics companies based on clients' feedback and marketing research.5. Work with R&D Team to optimize website shopping system based on clients’ behavior analysis.6. Work with R&D Team to build internal AI system: Workload of customer service team was reduced by 40%.7. Work with Supply Chain Team to optimize products’ quality based on data analysis: Complain Rate was reduced by 30%. Show less

  • Senior Customer Service Manager

    Jun 2014 - Jul 2017

  • Manager, Remote Customer Service Team

    Aug 2013 - May 2014

  • French Customer Service

    Jul 2011 - Jul 2013
• 

  AppsFlyer

  Jul 2017 - now

  As the APAC Solutions Architect Group Manager, I lead and manage a diverse team spanning across the APAC, including China, Korea, Japan, SEA, AU / NZ, and India. My role involves not only managing the team but also actively participating in various technical and strategic functions:1. Work closely with our pre-sales team to support sales efforts by joining pitch calls with prospects. Engage directly with developers and BI teams to address and resolve technical queries, ensuring clear communication and understanding.2. Facilitate the technical onboarding process, guiding clients through SDK integration and deep linking. Provide expert support to client developer teams, explaining integration processes and addressing technical concerns.3. Possess deep insights into market trends and best practices across key regions such as China, Japan, India, and Australia.4. Extensive experience and knowledge in multiple industries, including e-commerce, finance, gaming, and entertainment.5. In-depth understanding of our company’s product offerings and adept at integrating with external platforms like Adobe, Impact, MoEngage, etc Show less 1. Develop case studies, share insights with both the internal team and customers and serve as their advocate.2. Develop strategic business plans and lead strategic pitches and business presentations by analyzing data trends of various industries.3. Regional specialist of SKAdNetwork/iOS14/Predict, partner with Predict product team for feature innovation.4. Develop high-touch relationships with large customers' technical team, data team, and marketing team to serve as a trusted consultant.5. Identify high-impact export opportunities based on industry benchmarks and develop new ideas and approaches to drive users growth for customers.6. Partner with cross-functional teams to manage end-to-end support. 7. Support internal team members by sharing knowledge about various markets.8. Participate and lead external workshops and training to educate customers on export opportunities and strategies. Show less 1. Partner with the sales team, lead commercial and value proposition conversations and sales pitch demos with strategic prospects, such as technical overview, RFP, InfoSec, etc. Identify customers' business needs and develop data-driven recommendations that align with client business and marketing objectives.2. Lead Implementation Kick-Off Call/onsite training, help with non-standard integrations, help with seamless migration from other attribution providers.3. Handle difficult/technical escalations requested by CSM/Sales.4. Prepare and present industry sharing and insights for both internal and external stakeholders.5. In collaboration with the headquarter product team to develop best practices of key features for advertisers of various industries.6. Collaborate internally with all departments as the product advocate to help prioritize existing gaps, features, and product strategies.7. Be the specialist of the iOS14/SKAdNetwork project, lead internal training and external workshops to educate all relevant stakeholders. Show less 1. Provide personalized service and timely issue resolution to strategic clients.2. Provide strategic planning support to the clients, identify the right target markets by analyzing the campaign performance together with the clients.3. Prepare and present the Executive Business Review to large clients, involving directors and executive level.4. Lead the GCR product training project, create and present the newly released features to the whole GCR team on weekly basis.5. Work closely with the headquarter product team for product innovation based on the feedback gathering from China clients. Show less 1. Work closely with clients of all sizes from various industries to internationalize their business, lead full client lifecycle from SDK implementing, testing, dashboards introducing to campaign performance analyzing.2. Perform troubleshooting with the help of various tools for any issue reported by clients, such as: - data discrepancy issues (use SQL to check data in Big Query); - SDK implementation issues (Android Studio & Charles); - deep-link redirection issues;3. Introduce premium features to clients based on forward-thinking and data-driven analysis, such as: - Protect360(fraud prevention tool) - Audience(remarketing tool) - Data Locker(data storing tool) Show less

  • APAC Solutions Architect Group Manager

    Jan 2024 - now

  • China Solutions Architect Team Lead

    Apr 2021 - Dec 2023

  • Solutions Architect

    May 2020 - Apr 2021

  • Strategic Customer Success Manager

    Jan 2019 - May 2020

  • Customer Success Manager

    Jul 2017 - Dec 2018