2024 Outstanding Woman in Customer Success: Diana Ng
Name: Diana Ng
Job Title: Senior Customer Success Manager
Company: Sitecore
Why she won:
Diana is a senior client service professional who likes to solve problem and ensure customer success by liaising with key stakeholders (CxO, IT leaders, program managers) within customer base to plan and drive large scale deployments. She carries strong competencies of taking a consultative and prescriptive approach to customers. She acts as their trusted advisor and consistently shows the value and ROI our solution can offer.
Diana carries the CSM value of ""conscience of the customer"", and always thinks ""customer first"". Being the conscience means developing a deep understanding of the customers' business drivers, their objectives and key business metrics they are trying to impact through the technology implementation. Being the conscience also means deeply understanding the various drivers and risks for the success of the technology deployment and ultimate realization of business value by the customer. Her constant priority is to always seek to improve CX and not taking customers for granted. You can build a great relationship with your customers and the hard work and dedication start here. Customers relationship must be maintained in a proactive and continuous manner. Customer’s success = our success and the more we invest in their needs and goals, the more successful a CSM will be. She truly believes as a CSM, she has to be there for hercustomers in time of crisis and in good times, creating a sense of security and safety with them, building trust and making them successful. That’s why she’s passionate about customer success and customer obsession!
These are her achievements:
Trusted Advisor for Key Customers: Diana serves as a trusted advisor to key customers in Asia, guiding them through their digital transformation journey and contributing to Sitecore's regional growth.
Exceptional Customer Focus: She demonstrates empathy for customer challenges and acts as a bridge between customers and Sitecore resources, fostering collaboration to overcome hurdles and achieve desired outcomes.
Crisis Management Expertise: During a critical business disruption for a major client, Diana displayed exceptional crisis management skills. She maintained composure, managed communication effectively both internally and with the client, and led a swift resolution, solidifying the customer relationship.
Knowledge Sharing: Diana actively shares her decade of experience in customer success, promoting best practices and optimization across the organization. This contributes to improved customer management, retention, and churn reduction.
Team Leader and Inspiration: She serves as an inspiration and support system for her colleagues, fostering company cohesion and team spirit.
Driving Business Growth: As the face of Sitecore for her customer base, Diana has consistently driven growth in Net Recurring Revenue, product adoption, and customer advocacy.
From her nominator: “Diana is one of the strongest women I've met, juggling a multitude of commitments both professional and personal, and still find energy to push herself with even more goals….Diana has managed to achieve excellent performance in her work and is the trusted advisor to our key customers across the Asia region. Her dedication has been instrumental to her customers in their digital transformation journey as well as Sitecore's continued growth and success in the region…Apart from her role in driving customer success, Diana has also been an inspiration and support to her peers, volunteering selflessly in activities to drive company cohesion, and is ever supportive to uplift everyone's spirits when the going gets tough.”
Congratulations Diana!
