Daisy Lu

Managed the full customer lifecycle
for B2B SaaS products across Greater China(main), India, and Australia regions within the APAC Customer Success team in the 5+ years.

• Oversaw customer onboarding, daily adoption enablement, and health tracking to ensure high engagement and retention rates.
• Handled daily inquiries and issue resolution, gathering customer feedback and collaborating cross-functionally with relevant departments to drive continuous improvement.
• Responded swiftly to customer consultations, technical incidents, and feature requests, coordinating closely with Product, Data Analyst teams, and Dev.team to ensure timely and effective issue resolution.
• Conducted regular customer training sessions, usage reviews, and business communications.
• Analyzed feedback and pain points to provide actionable insights that drove product iteration and enhanced overall user experience.
• Monitored data usage and evaluated product adoption, proactively engaging with inactive accounts to improve stickiness and maximize product value.
  
• Collaborated with Sales
  prior to renewals to secure contract extensions and identify opportunities for upselling and value-added services.

• Handled daily inbound inquiries
  via email and live chat, addressing order-related questions including product availability, shipping status, and payment issues.
• Coordinated with platform merchants
  to monitor and verify order fulfillment, returns, and refund processes, ensuring smooth transaction execution.
• Managed post-purchase customer complaints and disputes
  on the Rakuten Global Market -Overseas Online Shopping Web, ensuring timely resolution and customer satisfaction.
• Prepared and submitted daily team reports, tracking case volume, resolution rates, and operational metrics for management review.
• Collaborated with the Marketing team
  to resolve customer issues related to promotional campaigns, loyalty points, and account tier upgrades.

• Coordinated sales order processing in SAP, ensuring accurate data entry and timely order release from warehouse.
• Managed customer inquiries and order status updates, maintaining clear communication across sales, clients and logistics teams.
• Reviewed purchase orders, pricing, and delivery terms to prevent discrepancies before fulfillment.
• Collaborated with planning and warehouse teams to align shipment schedules with customer requirements.