Hi, I’m
Angie Fuhrich
Customer Success And Website Implementation Manager
Hong Kong,Hong Kong
Summary
Dynamic Customer Success & Website Implementation Manager with a proven track record at Glue Up, achieving a 98.48% retention rate and enhancing project efficiency by 30%. Skilled in software implementation and problem-solving, I excel in fostering client relationships and driving satisfaction through tailored solutions and effective communication.
Overview
15
years of professional experience
1
Certification
3
Languages
Work History
Glue UpHong Kong (Hybrid)
Customer Success & Website Implementation Manager
06.2022 - Current
Job overview
- Client Management: Oversee 70 clients across APAC with an ACV of $392,330.84 and 55 clients in Hong Kong with an ACV of $275,790.17.
- Retention and Satisfaction: Achieved a 98.48% retention rate; increased client satisfaction by 20%.
- Project Efficiency: Reduced project delivery times by 30% for 85 clients through enhanced process efficiencies.
- Churn Reduction: Developed and executed strategies that reduced churn by 15% year-over-year.
- Managed multiple simultaneous implementations with minimal supervision, demonstrating strong organizational skills and adaptability.
- Established effective communication channels between internal teams and external clients to facilitate smooth project execution.
Wild Apricot, T8 Association (SaaS)Hong Kong
Senior Customer Success Manager
01.2018 - 05.2021
Job overview
- Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
- Optimized the customer journey by analyzing usage patterns and providing tailored recommendations based on unique needs.
- Implemented client feedback loops to inform product enhancements and better meet customer needs.
- Reduced churn rate by proactively identifying at-risk customers and addressing their needs.
- Member Engagement: Increased engagement by 25% through customized initiatives.
- Retention Improvement: Spearheaded efforts that resulted in a 35% increase in member retention.
AirAsia
Senior Flight Attendant /Flight Purser
06.2013 - 03.2015
Job overview
- Ensured safety and comfort of customers onboard aircraft.
- Attended workshops and trainings in customer service, conflict resolution tactics, and safety procedures to keep abreast of all new requirements and procedures.
- Resolved passenger conflicts and medical emergencies during flights.
- Verified aircraft and passenger compliance with policies, regulations, and safety guidance.
- Customer Service Excellence: Led the team to achieve the highest customer satisfaction ratings in the fleet, averaging 95% positive feedback over two years.
Emirates Airlines
Flight Attendant
06.2010 - 06.2013
Job overview
- Increased customer loyalty through personalized interactions, promptly attending to concerns, and resolving issues professionally.
- Participated in regular training sessions to stay current on industry trends, evolving company policies, safety procedures, and customer service strategies.
- Demonstrated flexibility and adaptability amidst schedule changes, delays, or challenging situations while maintaining a positive attitude.
Education
Goethe Institute Hong Kong
No Degree from German Language And Literature
04.2001 - Current
SEGi CollegeMalaysia
Bachelor of Science from Business Management
04.2001
Skills
Software implementation
Data migration
Business analysis
Requirements gathering
Project coordination
Problem-solving abilities
Time management
Operational reporting
Attention to detail
Analytical thinking
Technical support
User support
Database management
Certification
Zendesk Support for Agents
Timeline
Zendesk Support for Agents
07-2022
Customer Success & Website Implementation Manager
Glue Up
06.2022 - Current
Senior Customer Success Manager
Wild Apricot, T8 Association (SaaS)
01.2018 - 05.2021
Senior Flight Attendant /Flight Purser
AirAsia
06.2013 - 03.2015
Flight Attendant
Emirates Airlines
06.2010 - 06.2013
Goethe Institute
No Degree from German Language And Literature
04.2001 - Current
SEGi College
Bachelor of Science from Business Management
04.2001