Khalid Bamanie, Senior Customer Experience Territory Manager – CRM Business Applications

Khalid Bamanie

Senior Customer Experience Territory Manager – CRM Business Applications

Oracle

Location
Saudi Arabia - Jeddah
Education
Diploma, Insurance
Experience
19 years, 7 months

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Work Experience

Total years of experience :19 years, 7 months

Senior Customer Experience Territory Manager – CRM Business Applications at Oracle
  • Saudi Arabia - Jeddah
  • My current job since January 2014

Highlightsu**
• Attained excellent knowledge and experience on the Oracle Customer Experience (CX) portfolio, a range of products and services designed to enhance customer experience.
• Acquired several customers spanning different industry verticals - retail and wholesale, technology, software, financial services, utilities, telecom, pharmaceutical, manufacturing, and non-profit.

Responsibilities
Business Development & Sales
• Direct responsibility of generating business and servicing key accounts in the Western Region of Saudi Arabia; key focus was providing Oracle Service Cloud solutions and Social Relationship Management solutions.
Customer Relations
• Analyze and understand customer requirements, determine which solution from the CX portfolio suits their specific needs, and suggest the same detailing advantages and features.
• Make detailed presentations to customers on the CX offerings that help differentiate their company across all channels, touch-points and interactions with their customers.
• Formulate and implement CRM strategies that encourage customer relations and customer loyalty.
• Establish and maintain high levels of customer satisfaction through long term customer. relationships ensuring that they derive full value from the CX solutions provided.
• Act as first point of contact involving customer requirements / issues post solution implementation; ensure these are communicated to the team and resolved promptly.
Reports Generation
• Generate, analyze and forward reports to the Regional Applications Head, based on which strategic decisions can be made.

Regional Territory Manager at EMC Isilon Storage Division
  • Saudi Arabia - Riyadh
  • November 2012 to January 2014

Responsibilities
Business Development & Sales
• Achieved all regional sales, financial and operational objectives by collating and analyzing sales information, deriving conclusions, and giving recommendations for strategic plans.
• Formulated action plans to be implemented, monitored implementation and performance, compared with planned figures and took remedial action where needed.
• Created and implemented district wise sales plans and quotas to meet overall sales objectives.
• Monitored sales cycle; identified bottlenecks and suggested improvements in the process to make it more efficient.
• Supported and guided district sales representatives in achieving targeted figures.
Operations
• Implemented production, productivity, quality and customer service standards in accordance with established company guidelines.
Customer Relations
• Established and maintained solid business relations with key customers across the region; identified potential customers and initiated contact to explore business opportunities.
• Recommended product offerings and enhancements by identifying new product opportunities, and product and service changes.
Other
• Provided key inputs during annual budget formulation, scheduling expenditure, and taking corrective action where actuals fell short of budgeted figures.
• Studied consumer needs and trends to establish where the company offerings could fit in; tracked competitors and developed strategies to counter competition.
• Implemented trade promotions by publishing, tracking and evaluating trade spending.
• Kept updated about industry trends and new products and services by participating in educational opportunities, reading professional publications and maintaining professional networks.

Applications Account Manager - Financial Services Industry at Oracle
  • Saudi Arabia - Riyadh
  • August 2010 to November 2012

Highlights
• Spearheaded a portfolio of 25 clients with an established KPI retention rate of more than 80%.

Responsibilities
• Coordinated and cooperated with various departments and personnel including the Sales & Pre-sales Teams, Territory Sales Manager, Technical Team and Account Executives to chalk out strategies and achieve sales targets.
• Oversaw the entire sales cycle from identifying prospective clients to solution delivery, and ensured high level of services were provided to the client throughout.
• Prepared weekly, monthly and quarterly status reports that aided informed decision making.
• Generated new leads, opportunities, upgrades and renewals to support to business development and revenue generation.
• Ensured that all account plans were updated depicting all current and relevant information concerning the client.

Products Sales Manager - Cash Management & e-banking at Samba Financial Group
  • Saudi Arabia - Jeddah
  • June 2008 to August 2010

Responsibilities
• Developed and implemented effective sales strategies in conjunction with the sales team.
• Held discussions and negotiated with potential clients to convert these into revenues for the company and meet top-line and bottom-line budgeted figures.
• Monitored and reviewed sales team performance, identified areas where more efforts were needed and guided the team towards better performance.
• Conducted risk analysis for various portfolios/customers to identify and mitigate risks, and enhance current portfolio quality.
• Understood customer’s diverse specific needs and applied product knowledge to meet those needs.
• Established and maintained sound relations with customers by exceeding customer expectations and retained customers.
• Developed and maintained detailed product knowledge of the company.

Business Development Manager at Trade Union Insurance
  • Saudi Arabia - Jeddah
  • September 2005 to June 2008

Designation Chronologyu**
• April 2008 - June 2008, Business Development Manager, Jeddah, Saudi Arabia
• October 2007 - April 2008, Branch Manager, Manama, Bahrain
• September 2005 - October 2007, Marketing and Research Executive

Responsibilities as Business Development Manager
Prospected for new clients through extensive networking and generated interest from potential clients regarding the company’s products and services.
• Planned persuasive approaches and gave detailed information of the products to the clients to acquire new accounts and expand client base.
• Developed good rapport with clients, grew and retained existing accounts by presenting new services.
• Participated in strategic planning to develop new business pipeline.
• Prepared detailed client proposals and contracts and requisite documentation in accordance with laid down company policies and procedures.
• Participated in promotional events like trade shows and other programmes viz. conferences and seminars as designated representative of the company.
• Utilized knowledge of the market and competitors to identify and develop the company’s unique selling proposition.

Responsibilities as Branch Manager
• Oversaw branch activities viz. claims processing, market positioning, auditing, loss prevention, underwriting, MIS depicting operating results and insurance trends.
• Monitored competitors’ activities, and consistently updated the GM regarding the same so that suitable counter measures could be deployed where necessary.
• Devised business expansion strategies, acquired customers for the company and enhanced revenue.
• Led and mentored the branch staff; provided timely coaching and training to enhance skills that helped them meet / exceed business goals.
• Developed and implemented operational risk policies, procedures and guidelines.
• Provided regular reports, presentations and analyses to senior management on business development activities of the company as well as its financial and budgetary implications

Responsibilities as Marketing and Research Executive
• Monitored market dynamics and competitor activities, conducted surveys and feasibility studies, and recommended measures for countering competitor strategies.
• Participated in ATL and BTL activities, coordinated with media and PR agencies regularly, and designed and managed communication material / marketing collaterals.

Previous Assignment
• 1 Year and 1 Month, Business Planner, Direct Marketing Services, Jeddah, Saudi Arabia

Education

Diploma, Insurance
  • at Bahrain Institute of Banking and Finance
  • December 2005

Courses Undertaken: Principles of Insurance, Underwriting, Claims, Insurance Marketing, Insurance Management, Re-Insurance Fundamentals.

Bachelor's degree, Mass Communication, Business Administration
  • at American University of Cairo
  • July 2004

Courses undertaken: Principles of Marketing, Macroeconomics, Business and Society, Accounting, Principles of Finance, Management Fundamentals, Introduction to Communication, Mass Communication Research, Broadcasting and Journalism.

Specialties & Skills

Business Development
Market Analysis
Customer Focus
Client Relationship Management CRM
CRM, Customer Service, Customer Retention
Sales Budget, Expenditure Analysis, Incentive Planning
Strategic Planning, Sales & Marketing, Business Development
Communication, Presentation, Interpersonal Skills
Client Proposal Development, Contractual Negotiations, Service Level Agreements
Competitor Tracking, Market Analysis, Market Intelligence
New Business Pipeline Development, Identifying Business Opportunities
Media Management, Public Relations, Product Launches
Market Research, ATL & BTL Activities, Marketing Campaigns
Business Promotions, Trade Promotions, Monitoring Industry Trends
Key Account Management, Sales Plan and Quota Development, Sales Process Improvement
Marketing
Customer Needs Assessment & Analysis, Solution Implementation
Sales Team Leadership, Mentoring, Motivation and Performance Enhancement

Languages

Arabic
Expert
English
Expert