Summary
Overview
Work History
Education
Skills
Awards
Activities
Timeline
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Candy Hau Ling Hung

Hong Kong

Summary

Professional in customer success with robust experience in driving client satisfaction and retention. Skilled in relationship building, problem-solving, and delivering tailored solutions. Strong focus on team collaboration, adaptability, and achieving results. Known for reliability, effective communication, and strategic thinking.

Overview

12
12
years of professional experience
3
3
Languages

Work History

Customer Success Manager, Asia

Modifi B.V.
Hong Kong
01.2025 - Current
  • Responsible for setting up the Customer Success function for the Company, includes developing and implementing strategies to drive customer growth, retention, satisfaction.
  • Defines and execute the overall customer success strategy, setting goals, and tracking key metrics
  • Partners with other departments, including Sales, Marketing and Product to ensure a seamless customer experience and address customer needs effectively
  • Identify upselling and cross-selling opportunities, and work with necessary departments to implement the plans
  • Ensure seamless transaction processing while maximizing wallet shares
  • Build strong relationships from operational users to C-Level stakeholders

Senior Customer Success Manager

Stenn International Limited
06.2023 - 12.2024
  • Responsible for the growth of the existing client portfolio in the region, managing the relationship of over 20 importer / export accounts with an average of AUM of 100M
  • In-depth understanding of clients challenges and requirements to finds solutions in order to expand business
  • Identifies upselling and cross-selling opportunities to maximize customer values
  • Builds digital models to identify churn signals, limit usage in a timely manner
  • Introduced the Company’s first NPS survey
  • Acts as the clients’ advocate, identified areas for process and platform optimization
  • Reviews the market trends and competitor landscape, comes up with idea that fits the growth strategy of the company

Senior Manager, Customer Success

Checkout Limited
Hong Kong
03.2022 - 06.2023
  • Led the HK team of Account Managers and Operation Support to look after the HK and Greater Bay Area merchants
  • Defined and crafted KPI for the team
  • Acted as Individual Contributor to crafts merchant specific account development plans
  • Built consultative and positive relationship with merchants through communications
  • Managed all commercial negotiation with merchants’ key stakeholder and maximized our Net Revenue and Wallet Share
  • Delivered expertise and provided guidance to merchants as they craft and execute on comprehensive global payment strategy
  • Performed deep dive analysis on merchants’ businesses and strategized for products cross selling opportunities
  • Engaged with merchants on a daily basis, ensure white gloves service is provided and ensured the Company is the merchants’ first choice of provider

Business Development Director

uSmart Securities Limited
05.2019 - 02.2020
  • Set up new business relationship with FIs from front to end (including but not limited to service review, account set up, pricing negotiation, etc)
  • Responsible for negotiation with FIs for all financing supports
  • Partnered with Product Manager to develop new Products help with the growth of the business
  • Dealt with FIs regularly to match their services with the Company’s business direction
  • Responsible for dealing with NBFIs appointing us as execution broker from front to end (includes pricing negotiation, process flow)
  • Built up new relationships with NBFIs from front to end to work out the International Placing for any new IPOs

Relationship Manager

DBS Bank (Hong Kong) Limited
02.2016 - 05.2019
  • Company Overview: Financial Institutions, Institutional Banking Group, Hong Kong (Segments under coverage: Banks; Insurance; Private Equity; Hedge Funds; Asset Managers; Chinese / Local Securities & Brokers)
  • Met with potential and existing clients to explore business opportunities (transactional banking services and custody business)
  • Identified new business opportunity for meeting team budget
  • Prepared Credit Memo for Risk approvals to facilitate clients’ business needs (e.g. share margin financing; daily overdraft ; etc)
  • Facilitated Fund Administration & Custody client on-boarding
  • Facilitated Fixed Income Sales on Bond Trade business
  • Handled all client on-boarding / account opening & daily account maintenance queries
  • Coordinated with Singapore Head Office’s compliance team to review internal KYC process and ensures they are in compliant with MAS and HKMA requirements from time to time

Relationship Associate

Citibank N.A., Financial Institutions Group, Hong Kong
10.2013 - 01.2016
  • Company Overview: Segments under coverage Private Equity; Hedge Funds; Asset Managers; Chinese / Local Securities & Brokers
  • Assisted clients in resolving daily cash account operation/maintenance queries
  • Facilitated FX deals
  • Built trustworthy relationships with customers/internal parties (legal; compliance; product; sales) and deliver timely solutions to client/internal parties
  • Monitored the team’s status on annual AML due diligence review and reports to Seniors
  • Liaised with compliance on due diligence process to comply with HKMA requirements

Regulatory Documentation Specialist

Morgan Stanley, Legal Entities Group, Hong Kong
03.2013 - 09.2013
  • Performed anti-money laundering and Know Your Customers checks on existing clients (PrivateWealth Management segment)
  • Assisted existing clients migrates to banking platform (Bank Morgan Stanley AG)
  • Dealt with Hong Kong and Australia clients’ on-boarding queries, ensure account opening process flows smoothly while complying to AML and Client Identification Program requirement

Relationship Support

Citibank N.A., Financial Institution Group, Hong Kong
04.2011
  • Assisted Relationship Managers in conducting customer annual AML due diligence (KYC) review
  • Reviewed client account activity and identify suspicious transactions
  • Learnt to be attention to details
  • Acquired analytical skills

Education

Bachelor of Science - Business Administration

University of Southern California, Marshall School of Business
Los Angeles
08.2010

Business Administration

Santa Monica College, Los Angeles, California
Los Angeles, California
05.2008

Skills

Language: Fluency in English, Cantonese and Mandarin (Verbal and written)

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Awards

Dean’s List Fall 08 - Fall 09, Graduated with Honor Status

Activities

Member of Information System Association (ISA) Fall 09 Attended event where different companies came by to provide information about their business; their work environment, how they recruit, etc.

Timeline

Customer Success Manager, Asia

Modifi B.V.
01.2025 - Current

Senior Customer Success Manager

Stenn International Limited
06.2023 - 12.2024

Senior Manager, Customer Success

Checkout Limited
03.2022 - 06.2023

Business Development Director

uSmart Securities Limited
05.2019 - 02.2020

Relationship Manager

DBS Bank (Hong Kong) Limited
02.2016 - 05.2019

Relationship Associate

Citibank N.A., Financial Institutions Group, Hong Kong
10.2013 - 01.2016

Regulatory Documentation Specialist

Morgan Stanley, Legal Entities Group, Hong Kong
03.2013 - 09.2013

Relationship Support

Citibank N.A., Financial Institution Group, Hong Kong
04.2011

Bachelor of Science - Business Administration

University of Southern California, Marshall School of Business

Business Administration

Santa Monica College, Los Angeles, California

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Candy Hau Ling Hung