Eddy Chen
About Eddy Chen
Eddy Chen is a Customer Success Growth Coach and Senior Director of Customer Success at Extensiv, with extensive experience in customer success roles across various companies. He holds dual Bachelor of Science degrees in Industrial Engineering and Journalism from Northwestern University.
Current Role at Catalyst Software
Eddy Chen serves as a Customer Success Growth Coach at Catalyst Software, a position he has held since 2022. In this role, he focuses on enhancing customer engagement and satisfaction. He employs various strategies to ensure that customer success teams are equipped to meet client needs effectively. Eddy's work involves collaborating with sales teams to identify upsell and expansion opportunities, thereby contributing to the overall growth of the organization.
Experience at Extensiv
Eddy Chen is currently the Senior Director of Customer Success at Extensiv, a role he began in 2024. He has been with the company for 8 months, working remotely from San Francisco, California. In this capacity, he leads initiatives aimed at improving customer retention and satisfaction, utilizing his extensive background in customer success management.
Professional Background
Eddy Chen has a diverse professional background in customer success and project management. His previous roles include Senior Director of Customer Success at CoderPad and Senior Director of Customer Success at Entelo. He has also held positions at Upwork, Gigya, and Xerox Global Services. His experience spans various industries, allowing him to service a wide range of clients, from Fortune 100 companies to startups.
Educational Qualifications
Eddy Chen earned two Bachelor of Science degrees from Northwestern University, one in Industrial Engineering and another in Journalism. His educational background provides him with a strong foundation in both technical and communication skills, which he applies in his customer success roles.
Skills and Tools Utilized
Eddy Chen has expertise in various customer success methodologies and pricing models, including usage-based and subscription-based pricing. He is proficient in using a range of tools such as Salesforce, Gainsight, Gong, and Zendesk. His skills also include optimizing go-to-market strategies and leading customer success teams that encompass professional services functions.