Summary
Overview
Work History
Education
Skills
Certification
Timeline
Hi, I’m

Angie Fuhrich

Customer Success And Website Implementation Manager
Hong Kong,Hong Kong
Angie  Fuhrich

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 Up
Hong 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 College
Malaysia

Bachelor of Science from Business Management
04.2001

Skills

Software implementation

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
Angie FuhrichCustomer Success And Website Implementation Manager