TOMAS PLACIDO KOETZ

As a Customer Success Manager at Entrust (Onfido), I focus on driving client success, retention, and product adoption across the APAC region. I work closely with businesses to ensure seamless integration and optimization of Onfido’s identity verification solutions, helping them mitigate fraud risks while enhancing user experience.

Key Tasks and Responsibilities:

• Established strong relationships with key customers, resulting in increased customer loyalty.
• Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
• Coordinated with internal teams to provide prompt support and address client needs efficiently.
• Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
• Analyzed customer data to identify trends and develop strategies to improve customer success metrics.
• Leveraged data-driven insights to develop targeted strategies for enhancing overall client engagement levels.
• Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
• Organized and led quarterly business reviews with top clients, showcasing product value and discussing future opportunities.
• Identified at-risk accounts through diligent monitoring and analysis, implementing corrective actions to prevent churn.

As Customer Success Manager for the EMEA region at Stamped.io, I had the privilege of managing over 60 clients, with more than 200 active accounts. My primary focus was fostering long-term relationships that promoted customer retention, satisfaction, and loyalty.

Key Tasks and Responsibilities:

• Collaborated with sales team to ensure seamless handoffs, resulting in smoother customer transitions.
• Assisted customers with onboarding and product setup to foster successful adoption and usage.
• Streamlined onboarding process for new clients, significantly reducing time to value and improving initial experience.
• Coordinated with internal teams to provide prompt support and address client needs efficiently.
• Fostered strong relationships with key accounts, ensuring high levels of customer satisfaction and loyalty.
• Provided expert guidance to customers on best practices for product utilization, maximizing their return on investment.
• Organized and led quarterly business reviews with top clients, showcasing product value and discussing future opportunities.
• Analyzed customer usage data to identify trends and opportunities for upselling and cross-selling, driving revenue growth.
• Identified at-risk accounts through diligent monitoring and analysis, implementing corrective actions to prevent churn.

As a Senior Customer Success Manager at ReferralCandy, I led the Customer Success team for the EMEA and APAC regions, helping ecommerce businesses boost their sales through our referral programs. My focus was on driving client retention, optimizing key performance indicators, and ensuring a smooth, positive experience for merchants.

Key Tasks and Responsibilities:

• Conducted regular business reviews with key stakeholders to track progress towards goals and identify areas for improvement.
• Collaborated with sales, product, and support teams to ensure seamless onboarding and account management processes.
• Led a team of Customer Success Managers, resulting in increased client retention and upselling opportunities.
• Defined clear targets and objectives and communicated to other team members.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Streamlined internal workflows through cross-functional collaboration, improving overall efficiency within the customer success department.
• Trained new Customer Success Managers, setting them up for success in their roles through hands-on coaching and mentoring.
• Managed escalations effectively, resolving complex issues and preventing future occurrences.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Led process improvement and problem-solving efforts to create standard procedures and escalation policy for customer support team.

As a Customer Success Manager at ReferralCandy, I focused on building strong client relationships to drive retention and loyalty. My main responsibility was ensuring customer satisfaction while aligning our services with each client’s business goals.

I provided technical support and strategic guidance, helping clients maximize the value of the ReferralCandy app and educating them on its capabilities to leverage our solutions effectively.

Key Tasks and Responsibilities:

• Played instrumental role in client satisfaction by working with operational teams for proper resolution of service issues.
• Enhanced customer satisfaction by proactively addressing concerns and providing tailored solutions.
• Delivered exceptional user experiences by consistently exceeding customer expectations in problem-solving efforts.
• Coordinated with product team to address critical customer issues, ensuring timely resolution and maintaining trust.
• Collaborated with sales and marketing teams to provide insights on customer feedback, shaping future product developments.
• Managed a portfolio of key accounts, maintaining strong relationships and ensuring high levels of satisfaction.
• Delivered personalized product recommendations to customers based on usage patterns, enhancing their overall experience.
• Conducted regular account reviews to assess progress and strategize future growth opportunities for clients.
• Identified at-risk accounts through diligent monitoring and analysis, implementing corrective actions to prevent churn.

Key Accomplishments:

• Consistently recognized as Top MRR Achiever (CSM of the Month) for several months, including Jan 2019, Sept 2019, Oct 2019, May 2020, June 2020, July 2020, Jan 2021, and Feb 2021.
• Maintained Top MRR Achiever status for three consecutive months in 2020 (May, June, and July).
• Contributed to ReferralCandy’s growth by generating positive client reviews, enhancing its ranking among the top referral apps on ecommerce platforms.

As a Flight Specialist at WNS Global, I was responsible for providing exceptional customer service and support to Expedia's clients, ensuring a seamless travel experience from booking to departure.

Key Tasks and Responsibilities:

• Assisting customers with flight reservations, cancellations, and modifications while delivering timely and accurate information about travel options.
• Utilizing advanced booking systems to manage and process flight itineraries, ensuring compliance with company policies and industry regulations.
• Addressing customer inquiries and resolving issues related to flights, fares, and travel policies, resulting in high levels of customer satisfaction.
• Collaborating with airline partners and internal teams to facilitate smooth communication and enhance service delivery.
• Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
• Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.

As an Incident Coordinator at the Asian Development Bank, I managed and coordinated responses to security and emergency incidents, ensuring effective communication and collaboration among teams.

Key Tasks and Responsibilities:

• Served as the main point of contact during security incidents and medical emergencies reported, overseeing a team of over 50 security officers during a shift to ensure protocol compliance and swift resolution.
• Monitored security operations internally to proactively address incidents like unauthorized access and emergencies while maintaining high standards of safety.
• Regularly engaged with the local police to assess the safety of the cities near ADB (NCRPO/EPD), monitored ongoing fires with the Bureau of Fire Protection (once fires occurred), coordinated daily weather forecasts with PAGASA for any incoming typhoons and seismic activity with PHIVOLCS to ensure preparedness for potential earthquakes.
• Provided real-time updates to senior management and stakeholders, facilitating informed decision-making during incidents.
• Conducted regular training and drills with security teams, enhancing response times and overall incident preparedness.
• Analyzed incidents post-resolution to identify opportunities for improving security processes and protocols.
• Evaluated the effectiveness of incident management tools and systems, recommending upgrades or replacements when necessary for improved performance.
• Ensured compliance with industry regulations and company policies during all stages of the incident management process.

This role significantly strengthened my leadership, crisis management, and cross-functional communication skills, equipping me with invaluable experience in operational oversight and incident response. My proactive approach and ability to manage complex situations in high-pressure environments contributed to minimizing risks and ensuring organizational safety.

As a Medical Representative at Bayer, I was responsible for promoting ethical pharmaceutical products to healthcare professionals. I managed relationships with key medical institutions, including The Medical City, JF Cotton Hospital (and its satellite facilities), San Miguel Corporation, Cardinal Santos Medical Center, and Ospital ng Makati (Osmak), as well as various territories in San Juan and Pateros.

Key Tasks and Responsibilities:

• Developed strong relationships with clients through consistent communication and excellent customer service.
• Developing and executing strategies to effectively promote Bayer’s product portfolio.
• Conducting product presentations and providing medical information to healthcare professionals, ensuring they were well-informed about our offerings.
• Collaborating with cross-functional teams to align marketing initiatives and support the overall objectives of the organization.

As a Medical Representative at Abbott, previously Solvay Pharma (Acquired), I was responsible for promoting ethical pharmaceutical products to healthcare professionals in the Northern Mindanao region, specifically in Misamis Oriental and Lanao Del Norte.

In this role, I focused on building and maintaining strong relationships with key medical practitioners and institutions, ensuring they were well-informed about our product offerings and their clinical applications.

Key Tasks and Responsibilities:

• Established strong relationships with healthcare professionals, resulting in increased trust and credibility for the organization.
• Arranged appointments with doctors, pharmacists and medical teams to raise awareness of latest product launches.
• Assisted physicians with patient education efforts, providing resources and support as needed.
• Developing and implementing effective strategies to drive product adoption and market share in my respective areas.
• Conducting presentations, Round Table Discussions and providing comprehensive product information to medical professionals to support their prescribing decisions.
• Collaborating with healthcare stakeholders to understand their needs and gather feedback to enhance product offerings and customer satisfaction.
• Monitoring key performance indicators (KPIs) to evaluate sales effectiveness and identify opportunities for improvement.

Key Accomplishment:

• District of the year award for 2007

As a Senior Professional Service Representative at Unilab, Inc., I was responsible for promoting ethical cardio-metabolic pharmaceutical products to healthcare professionals across various territories, including Northern Mindanao, Lanao Del Norte, Lanao Del Sur, Misamis Occidental, and Northern Zamboanga.

Key Tasks and Responsibilities:

• Building and nurturing relationships with medical professionals to effectively communicate product benefits and drive adoption.
• Conducting presentations (Product Detailing and Round Table discussions) to educate healthcare providers on the features and advantages of our pharmaceutical offerings.
• Collaborating with cross-functional teams to develop and implement strategies that enhanced product visibility and market penetration.
• Building and maintaining strong relationships with key decision-makers to enhance brand loyalty and drive sales growth.
• Monitoring and analyzing market trends and competitor activities to identify opportunities for growth and improvement in my assigned areas.
• Guiding and mentoring newly assigned Professional Service Representatives in my area.

This role strengthened my expertise in pharmaceutical sales and customer engagement, allowing me to make significant contributions to the company's growth in the cardio-metabolic sector.

As a Professional Service Representative at Therapharma Inc., I was dedicated to promoting ethical cardio-metabolic pharmaceutical products to healthcare professionals across Northern Mindanao, including Lanao Del Norte, Lanao Del Sur, Misamis Occidental, and Northern Zamboanga.

Key Tasks and Responsibilities:

• Cultivated and maintained relationships with medical professionals to effectively communicate the benefits of our products, driving adoption and loyalty.
• Conducted product presentations and roundtable discussions to educate healthcare providers on the features and advantages of our pharmaceutical offerings.
• Collaborated with cross-functional teams to develop and implement strategies that enhanced product visibility and market penetration.
• Fostered strong connections with key decision-makers to promote brand loyalty and drive sales growth.
• Monitored market trends and competitor activities to identify opportunities for growth and improvement within my assigned territories.
• Ensured compliance with regulatory standards and company policies while maintaining high ethical standards in all professional interactions.

Key Achievements:

• Was promoted to Senior Professional Service Representative in February 2005.
• Received the Vidastat 2002 Larger Than Life Award - 1st Place in January 2003.
• Achieved Early Bird Achiever status for three consecutive years:

- Finished the year target in 9 months in 2003

- Finished the year target in 10 months in 2004

- Finished the year target in 10 months in 2005