5
Deployments over a 4-month period
5+
APAC markets supported
100%
Consultant retention rate
OWNING CHANGE IN TECHNOLOGY
Our client is among the world’s largest multinational technology corporations, headquartered in the US.
The challenge:The Struggle for Top Talent
As part of strengthening their brand presence across APAC, our client set up their strategic technology hub in Singapore. While they had several enterprise-scale B2B customers, they identified their small and medium-sized business (SMB) segment as a key area where they needed to improve their customer acquisition, engagement, and retention across Singapore, Hong Kong, China, Australia, and New Zealand. To drive this, they needed to establish a team of highly experienced Customer Success Account Managers, who had in-depth knowledge of cloud computing, IaaS, PaaS, and security solutions, and previous experience from other technology companies.
Adding complexity, our client needed access to Native Cantonese, Mandarin, and English-speaking talent, to be able to effectively nurture customer relationships within each of their local markets. A severe shortage of tech-savvy talent within this niche skillset in Singapore prompted our client to explore outsourcing alternatives and exclusively partner with TEKsystems.
Our proposal: Speaking Your Customer’s Language
TEKsystems engaged with our client’s leadership to understand their core business drivers and existing challenges within their SMB customer segment. By identifying their specific requirements, we developed a high quality, flexible, scalable, and cost-effective resourcing solution to accelerate our client’s customer acquisition and engagement efforts.
To address the shortage of Native Cantonese and Mandarin-speaking candidates in Singapore, we leveraged our deep candidate networks and targeted-sourcing strategies to identify skilled candidates locally in Hong Kong and Taiwan, and then relocated them to Singapore. In parallel, the English-speaking requirements were filled by our specialised local delivery team in Singapore.With quality being of paramount importance to our client, we conducted a rigorous up-front screening process with in-person behavioural interviews and technical assessments to ensure that all consultants deployed had the right technical skills, bringing their subject matter expertise and knowledge of best practice in boosting customer success to the table.
Real-world Results
Over a four-month period, TEKsystems deployed five Customer Success Account Managers on-site at our client’s Singapore location. This includes one Native Cantonese, one Native Mandarin, and three Native English speakers to oversee our client’s Hong Kong, China, Singapore, Australia, and New Zealand markets, respectively.
With their in-depth understanding of their local markets and high-touch account management, our consultants were able to effectively cater to the unique needs of our client’s SMB customers and become their trusted post-sales point-of-contact for solution implementation and technical support. They helped customers track progress, identify and mitigate blockers, keep activities on schedule, and ensure the fulfillment of critical project milestones in alignment with their strategic priorities.
Within a short period of time, our Customer Success Account Managers have made pivotal contributions to strengthening our client’s customer relationships, driving process efficiencies, and identifying opportunities to increase deployment and adoption velocity of our client’s technical solutions. This has helped our client make significant inroads in expanding their SMB customer base across 5+ APAC markets and boosting customer satisfaction.
Following the success of our engagement and positive feedback from multiple stakeholders on the quality of our service, we are now supporting their expansion efforts in APAC by deploying two new Japanese-speaking Customer Success Account Managers.