Purnama SIDHI

Purnama has vast experience in the Telecommunication and Customer Experience (CX) industry, including Digitization, RPA, Automation, PBX, Contact Centre (Avaya, Cisco, Genesys), workforce management software, and mobile & web-based application platform for more than 18 years. He brings a multicultural experience, having worked in different business environments and with teams in ASEAN regions. Well-versed in building positive relationships with customers and other stakeholders. Strong requirements gathering, scope development and inventory coordination abilities. Skilled at overseeing complex, high-value technical projects with excellent planning competencies.

His recent role as Senior Customer Success Manager is managing major telco customers in the SEA region with an ARR of more than USD 8M. Maintain high levels of customer engagement focusing on customer satisfaction and loyalty. Conduct workshops, training, and business value reviews and proactively suggest solutions to common customer challenges. As a result, grow the ARR (Annual Recurring Revenue) and protect against down-sell, churn, and low adoption risks.

Develop Customer Success assets and methods, and work with the Key Account Managers from Sales to create new or refine existing onboarding materials. Help drive customer references, advocacy, and case studies. Apply automation technology in developing and overseeing control systems to prevent or deal with violations of legal guidelines and internal policies. Evaluate the efficiency of controls and improve them continuously. Revising procedures, reports etc., periodically to identify hidden risks or non-conformity issues.

In his past role as CX PMO Lead, he has been involved in complicated projects worth more than million-dollar value and helped customers complete the projects on time with the best ROI. In addition, he is responsible for managing customer expectations and quality assurance, periodic status updates to all the stakeholders, controlling the budget and managing internal and external risks. He also has excellent technical knowledge and background in application development, system implementation, consultation, and services that significantly value the projects.

Areas of Specialization

• Global/Remote Team Management
• Manage Customer Experience
• Software Development Life Cycle (SDLC), Unified Communication & Contact Center Implementation
• Agile Project Management
• Risk Management
• Cost Analysis
• Analytical and Critical Thinking
• Problem-Solving
• Organisation and Time Management
• Delivery Management, Corporate Governance, Internal Policies and Compliance
• Digitisation and Transformation
• RPA/ Automation
• Success Plan, KPI & Strategic Goals, ROI, and Business Value Reviews