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Kevin Mulia

Kevin Mulia

Customer Success Director

Upper Management / Consulting

Bishan New Town

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About Kevin Mulia:

I conceptualise, lead, and deliver strategic development and direction of customer success programs to evangelise the benefits of employee performance management solutions across regional B2B enterprises.

Experience

  • High-performing and results-focused Director, with ~15 years’ management consulting experience in optimising medium- to large-scale customer success transformation programs worth ~USD 7M across regional SMBs, MNCs, and SMEs such as Sinar Mas, Geo Dipa Energi, and Sojitz, maximising service efficiency through scalable customer experience journeys 
  • Astute digital transformation leader with proven track record in steering complex transition and transformation (T&T) engagements and solutions spanning enterprise SaaS and management consultancy domains, leaning on customer success service delivery models to amplify business value and growth
  • Excellent communicator with strong business acumen leading cross-functional teams in highly matrixed environments, advocating diversity and inclusion; highly adept in forming strategic alliances and building consensus to cultivate long-term partnership synergies
  • Key Achievements include:
  • Instituted project turnaround for major client, conducting critical path analysis to identify task dependencies, resource constraints, and project risks, generating 9% higher ARR as a result of recalibrating project plan and removing impediments through stricter SLA adherence to secure timely project delivery (entomo)
  • Promoted to lead at director level within a year of joining as a result of demonstrating exceptional performance and leadership capabilities, surpassing KPIs to manage client portfolios currently worth ~USD 16.25M from ~USD 2.1M as Principal Consultant (entomo)
  • Drove an expansion of existing client from 70 users to 30k users, ramping the ARR from $48k to $432k as a result of successful implementation, resulting in the biggest upsell of any clients throughout the organization. (entomo)

Education

Master of Business Administration (MBA)• Entrepreneurship and Innovation • York St. John University • United Kingdom • Expected Completion - 2023

Bachelor of Arts • Graphics Design • Academy of Art University • San Francisco, California, USA • 2007

Bachelor of Arts • Theatre • Goshen College • Goshen, Indiana, USA • 2006

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