Introduction
Embark on a transformative journey of success with Noel Nguyen, Senior Director Customer Engineering at Phonism. Noel shares invaluable insights on the pivotal role of empathy in strategic advising, the dynamic nature of interpersonal skills beyond the classroom, and the art of relationship management in the ever-evolving SaaS and Customer Success landscape
Noel Nguyen-Senior Director Customer Engineering | Phonism
- Empathy in Customer Success: “Empathy is the compass that guides the customer success strategic advisor. As we delve into the intricacies of an organization, it’s the understanding and shared feeling that allows us to align with the customer’s vision truly. Empathy is what turns a mere consultation into a deep, trusted partnership.”
- Interpersonal Skills – Beyond the Classroom: “Interpersonal skills are not mere qualifications on paper; they are the lifelines of effective communication in business. A strategic advisor thrives not just on market knowledge but on their agility to communicate, their prowess to solve problems, and their acumen to build diverse relationships. It’s the bridge between internal goals and external realities.”
- The Art of Relationship Management: “In the SaaS and Customer Success world, relationship management is the difference between transactional interactions and building lasting legacies. It’s about nurturing an ‘ongoing’ bond with customers, ensuring trust and loyalty. Beyond just serving, it’s about becoming an indispensable part of a customer’s journey and fostering a culture of collaboration internally. It’s not just about holding onto clients; it’s about holding onto trust.”
About Noel Nguyen
Previously a Manager of Customer Success Engineering @Cloud Software Group, a leading provider of cloud-based solutions for various industries. With over 15 years of experience in information technology, I have a strong technical aptitude and a passion for delivering value to customers and driving growth for the company.
In my current role, I lead a remote team of customer success engineers who are focused on onboarding, retention, and expansion of our SaaS customers. I have successfully transformed and mentored my team to meet and exceed internal KPIs, OKRs, NPS, and YoY retention and growth metrics. I also analyze customers’ solutions and strategize how to address their pain points and maximize their satisfaction. Additionally, I cultivate cross-collaboration with sales, consulting, customer success managers, technical account managers, and product teams to identify product and technology gaps and opportunities. As a result, I have achieved high NPS scores and YoY growth and onboarding rates for my portfolio of accounts.
My previous roles as a Director of Solutions Architects and a Director of Systems Engineering have equipped me with the skills and experience to communicate effectively with C-level executives, design and execute projects, negotiate and close deals, and innovate and adapt to changing market needs. I have a proven track record of building and leading high-performance teams, creating and implementing value-selling strategies, and expanding platforms to SaaS and cloud offerings. I have also received multiple awards and recognition for my sales achievements and technical leadership.
I am looking for a new challenge that will allow me to leverage my unique abilities as a manager, solutions architect, and customer success engineer, and to contribute to the overall technology strategy and innovation of a forward-thinking company. I am an experienced remote employee with a career history of traveling to various locations and collaborating with diverse, cross-functional teams. I have an MBA from the University of Phoenix and a keen interest in learning new technologies and best practices. I am confident that I can bring value, vision, and excellence to your organization.
About Company
Phonism – Deploy, Manage, Secure, Migrate VoIP Devices at Scale. Our vendor-agnostic approach allows customers to expand their markets by taking advantage of profit-generating Bring Your Own Device (BYOD) opportunities and offer support for previously unsupported devices. We help customers win more customers, deploy faster and maintain devices efficiently. Phonism was founded in 2012 in Tampa, Florida. In the past year alone, Phonism has doubled headcount and expanded offices on 3 continents. We make it easy for anyone in the VoIP ecosystem to support 270+ devices from 10+ manufacturers.