Zeeshan Ahmed Sheikh

Customer Success Director à Oracle Corporation

• Émirats Arabes Unis
• Je travaille ici depuis janvier 2020

 POC- Strategic Accounts: Serving as an escalation point for customer issues related to Oracle products/services and coordinate technical interactions between the accounts.  Strategic Consultation: Recommending trusted /strategic advice to customers and executives to ensure they fully leverage Oracle solutions for full business value; upsell/cross-sell opportunities identified and closed with help from the account team.  Policy Implementation: Planning and implementing a new global process for treating an SW without a roadmap. Awarded for persistence and successful roll-out of a new policy.  Performance Reviews: Participating in meetings of the Management Review Board at strategic accounts to present to senior management. Conducting QBRs and EBRs.  Reporting: Conceptualizing and formulating health reports/trends and present them to customers both internally and externally in recurring governance meetings for Oracle products.  CXO Collaboration & Contract Renewal: Communicating the customer issue's business impact to Oracle development/product teams, resulting in a special bug fix for the target product; supporting the renewal process of customer contracts where necessary to minimize attrition.  Customer Service: Ofering highly exceptional customer service by collaborating with the strategic client director and the account team while utilizing CS analytics to identify churn predictors and mitigate them. Highlights:  Cost Containment: Prevented cancellation of $13 million worth of business by influencing a global change in policy, resulting in a positive impact on customers worldwide.  Business Generation: Secured 110% of quota for the entire year, resulting in zero cancellations and high levels of customer satisfaction with Oracle products.  Relationship Building: Built and maintained strong relationships with key customer stakeholders, resulting in a 20% increase in customer referrals and new business opportunities.  Customer Grievance: Addressed customer pain points, resulting in a 25% increase in upsell revenue, improved product adoption, and higher customer retention rates.  Customer Satisfaction & lifecycle: Collaborated with cross-functional teams to identify and resolve customer issues, resulting in a 20% reduction in customer escalations and a 15% improvement in customer satisfaction scores.