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Kenny Lock

Customer Success

Improve lives and work well and build meaningful relationships.
Customer Success
Kenny Lock

After graduating from Asia Pacific University (Malaysia), Kenny joined HENNGE as a software engineering intern. He joined HENNGE officially in 2015 as a customer onboarding supporter and moved to the Relationship Development Section in 2018. He is currently in charge of the Relationship Development Section.

Please tell me about your current role at HENNGE.

I am working in our Customer Success Division as a Customer Success Specialist. The primary goal of our division is to ensure our customers’ trust, recommend our products and services, allow customers to gain market value & successful business outcome, and provide an amazing overall experience to our customers.

My role is to build and maintain customer loyalty and improve overall customer experience. To achieve that, I am working to improve the interactions our customers have with us through the development of new customer success strategies as well as learning and implementing best industry practices. I also work as an evangelist to advocate Customer Success (CS) within our company through sharing, educating and making sure that our teams have the required CS knowledge to work together and execute CS strategies.

As a member of HENNGE, what is the most exciting part of your current position?

The most exciting part of my current position is the opportunity to learn and grow with sufficient resources time and autonomy that has been provided by the managers and board members. I am able to experiment with new ideas and continue to challenge and be better as a result of that.

What kind of culture does HENNGE have?

There are many great things that can be found in our culture. One of the most valuable things in my opinion is how you can find a high level of trust between members. For example, leaders have always invested in members to participate in educational conferences, courses and trainings because the leaders believe in long-term employee investment. They trust that we will learn and grow together with the company and contribute in the company’s long-term success.

Another example that indicates trust in our organization is that the leadership is willing to provide adequate information and resources to us and trust our abilities and judgement to make our own decisions at work. They are rarely overly protective of company information and resources nor are skeptical about our abilities.

Please tell me about your dreams, ambitions or hope for the future at HENNGE or in life.

I wish to continuously improve my interpersonal skills so that I will be able work with individuals to help them achieve great success. In particular, I want to work on developing the ability to share and present my own ideas in an effective and compelling way. I also want to improve the ability to be an empathic listener to truly understand other people.

What type of people would you want to work with?

I wish to work with people who are kind, honest, emphatic and positive because people who have these qualities tend to be very determined, passionate and can focus on the greater collective goals rather than personal gains. I also believe working with people with these qualities will decrease unnecessary conflicts and distractions which ultimately improves teamwork, morale and team efficiency.

What is it like for you to live in Tokyo?

It’s been such an amazing experience! Tokyo is an extremely fun and beautiful city. There are always new things to explore, new places to visit and new people to meet. I love to travel to different places in Japan with friends and take photos of the beautiful and photogenic sceneries. Everything is extremely convenient and accessible from daily essentials to hobbies such as clothing, tasty foods, technology and almost anything that you can imagine.

What does "Liberation of Technology" mean to you?

The exponential growth of technology is improving people’s lives at an astonishing rate. I wish to be a part of a force that constantly transforms amazing but inaccessible raw technology into products and services that are of great value, affordable and easily accessible to people who believe in our vision.

For me, “Liberation of Technology” means to liberate the latest and greatest technologies to their highest potential so that our customers’ lives or work can be improved. And through that process, build trust, loyalty and meaningful relationships with our customers.