Marjorie Tann
Customer Success Manager
Kota Kinabalu
Summary
Customer Success Manager with a strong focus on driving revenue growth through creative upselling strategic tools and online travel agent platform in the hospitality industry. Experienced in managing client relationships, leading operational projects, and optimizing tools to deliver results.
Overview
2025
2025
years of professional experience
1
1
year of post-secondary education
Work History
Customer Success Manager APAC & MENA
Oaky BV
09.2024 - Current
Customer Success Manager APAC
Oaky BV
09.2022 - 08.2024
- Achieved 110% NRR retention by identifying whitespace and launching pilot programs.
- Influenced and implemented a new product for APAC customers, driven by customer feedback.
- Scaled and executed high-value account transitions to Opera Cloud with 100% on-time conversion.
- Sourced for 10/10 Hotel Tech Reviews ratings to maintain Oaky as #1 Upsell tool for 8 years
- Conducted regular account reviews to strategize future growth.
- Converted two major pilot chains into signed contracts
DIGITAL MARKETING SPECIALIST
CLICKDIMENSIONS LLC
11.2021 - 09.2022
- Hosting marketing automation trainings and onboarding clients within the Asia Pacific region with NPS scoring maintaining at 100%
- Conducted webinar series to influence and motivate clients to drive feature adoption and automation resulting in NPS score above 80%
MARKET MANAGER
EXPEDIA GROUP
3 2021 - 09.2021
MARKET ASSOCIATE
EXPEDIA GROUP
10.2017 - 07.2020
ASSOCIATE MARKET MANAGER
EXPEDIA GROUP
07.2018 - 03.2020
- Grew revenue for 150 high-value partners by 116% YoY through negotiating product agreements as solutions to C-level and accommodation owners
- Drove engagements for partners by organizing Malaysia's Partner Webinars and Events resulting in a NPS score above 90% satisfaction
- Championed campaigns under Revive & Relief Program resulting in 38% partner success rate exceeding global target 20%
- Analyzed feedbacks, data and built marketing exposure for hotel partners leveraging on Expedia's marketing, data analytics tools and resources - Expedia Group Partner Central, Salesforce, Rev+, Tableau, SAP BO
- Created, facilitated and reported best practice frameworks to a portfolio 150 partners to communicate summarized market insights, functionality and value add of Expedia Group Partner Central to partners resulting an increase of selfserve rate from 46% to 77%
- Built relationships with cross functional leaders from Brands, Legal and Pricing to bring the best price on meta channels for customers resulting in 15% drop in rate-lose for Malaysia
Education
Master of Business Administration -
INTI INTERNATIONAL UNIVERSITY & COLLEGES
01.2019 - 01.2020
Skills
MS Office
Salesforce
Tableau
Multilingual
Customer Relationship Building
Customer Retention
Customer Service
Customer Account Management
Revenue Growth
Report Analysis
Awards
- LEAP Achiever in Malaysia & Singapore, Active listening
- APAC's Associate Market Manager Award, Overall Performance
- APAC's Rising Star Award Nominee, Overall performance
- MBA thesis selected to be published as an academic journal
Timeline
Customer Success Manager APAC & MENA
Oaky BV
09.2024 - Current
Customer Success Manager APAC
Oaky BV
09.2022 - 08.2024
DIGITAL MARKETING SPECIALIST
CLICKDIMENSIONS LLC
11.2021 - 09.2022
Master of Business Administration -
INTI INTERNATIONAL UNIVERSITY & COLLEGES
01.2019 - 01.2020
ASSOCIATE MARKET MANAGER
EXPEDIA GROUP
07.2018 - 03.2020
MARKET ASSOCIATE
EXPEDIA GROUP
10.2017 - 07.2020
MARKET MANAGER
EXPEDIA GROUP
3 2021 - 09.2021
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