Head of SaaS Operations and Client Services
Manage the global SaaS Services and Client Services teams, while providing key leadership and expertise with the Professional Services group.
Perform in depth research and analysis to find creative ways to meet customer needs, while maintaining company standards.
Direct customer service and application support for more than 4 million active users at over 400 corporations.
Supervise 25 system administrators and client support specialists based in Hong Kong, the Philippines, the US and UK.
Consistently address US and EU concerns over data privacy.
Play a key role in signing several major accounts, new processes and procedures, as well as staff mentoring, leading to a major reduction in operational errors.
Oversee out sourced data centers in Hong Kong, the US, UK and the Netherlands, utilizing both Public and Private cloud services.
Hosting SaaS applications for more than one million active users worldwide running Microsoft Windows Server, Microsoft SQL Server, and Apache; achieved system uptime of 99.95%.
Successfully completed a data center migration in Hong Kong for all Asia Pacific customers with zero unscheduled downtime.
Directed the profitable rollout of new data center operations for validated GxP compliant hosting for life sciences clients.
Instituted monthly reporting of metrics and actionable items and more aggressive and competitive SLA’s.
All hosting operations are ISO 27001 certified. All client services operations are ISO 9001 certified.
Migrated a very user unfriendly help desk system to Zendesk, creating a more professional front end for customers, and providing actionable analytics to continuously improve service quality.