- Senior Strategic Account Manager
Xerox Egypt
Total years of experience :23 years, 5 Months
( Strategic Accounts operation, Sales Department)
Jan 2012- Current
Added to my below listed portfolio another significant telecom account (Mobinil) to be managed under the same below responsibilities & management strategy.
- Strategic Account Manager ( Strategic Accounts operation, Sales Department)
Feb 2011-Dec 2011
Handling one of the significant accounts (Telecom Egypt including subsidiaries TE-Data, Xceed ), Which is ranked from the top ten Xerox telecommunications worldwide accounts & Assuring achieving the assigned targets and maximizing our profit in addition to give surety to the C-level engagement strategy as well as the strategic account management action plan implementation through:
• Submitting & implementing tailored, designed Xerox Print Services & Solutions complying with Customers objectives.
• Assuring profitable closing for the yearly running service contracts renewals.
• Managing the performance of 80 fulltime onsite outsourced system administrators covering 235 Telecom Egypt premises all over the republic & assuring the professional acquiring of the services contracts SLA/KPI metrics.
• Managing the resellers and partners responsibilities, duties & directions as well as determining the proper reseller profit margin per each deal.
• Coordinating with the different stakeholders within the company to ensure meeting the future customer needs. These stakeholders include the Technology department to define specific proposals & the Marketing department to translate & transfer all information gathered from the market to increase Xerox market intelligence.
• Coordinating and supporting the collection team to assure the professional achievement of Xerox overall goals.
• Monthly, quarterly reporting with the forecasted opportunities & action plans to the Head of Operations, Sales Director & MD.
(key Government Channel, Enterprise Sales department)
May 2008 - Jan 2011
Assuring individualized, responsive and comprehensive solutions and services to assigned portfolio of key government accounts to assist in meeting the company's goals and objectives and maximizing the customer's satisfaction through:
• Developing a trust worthy and strong business relationship with the customers via maintaining and improving communications with customers on concerns and needs. This involves regular meetings with the account's focal points to fully understand customer's needs.
• Investigate key customer service complaints, coordinate responses to customer questions and concerns, create customer specific action plans and develop specific recommendations to improve customer satisfaction and loyalty. Hence, promoting the brand over competition throughout the assigned portfolio.
• Gather appropriate marketing intelligence about future customers' plans, their current satisfaction levels and competition. Then analyze this information and share my recommendations with my direct manager and concerned departments (I.T., Marketing, Customer Service, Finance, etc…) for development and implementation.
• Sharing Customer’s expectations with the Corporate Sales team through a number of reports that are done on regular basis (i.e. daily, weekly & monthly).
(Enterprise Sales department)
October 2007- May 2008
Responsible of all the large accounts located in Downtown geographic area to
ensure an increase in Mobinil’s market share within this sector as well as
managing existing accounts professionally through-
• Achieving the sales objectives set by the direct manager through studying the potential list of new businesses located within the geographical area. This is done through assessing Customers’ needs & developing a sales plan designed to promote new solutions/services & products tailored to meet these needs.
• Ensuring that existing accounts remain loyal to Mobinil in spite of the fierce competition. This is done through regularly visiting existing Customers to build a trustworthy relationship. Also, manage those existing accounts in a way to increase the portfolio of products & services used in each of those accounts.
- Enterprise SME senior agent (Enterprise Sales department)
June 2005 - October 2007
Responsible of all SME accounts located in the Downtown geographic area-
• Managing existing accounts by acting as the account manager for them. This includes solving their complaints and finding new ways of ensure they are always satisfied with the services provided to them.
• Meeting monthly targets of acquiring new accounts. This is done through directly contacting companies and providing them with business telecommunication solution offers that meet their demands. To mention a few of the new accounts that I acquired - The Press Syndicate, Rozal Youssef organization, Al Azhar park, Continental for touristic investment.
(Retail Sales department)
May 2004 - June 2005
Retail sales "Nasr city store"
• Preparing the staff roster and duties
• Accomplished a number of great achievements that led me to gain a number of awards and being promoted to Deputy Store manager position. This added to my responsibilities the following points:
• Responsible for analyzing the daily and monthly sales reports as well as the mystery shopper reports.
• Assessing the staff’s capabilities and setting their training schedules according to their needs.
• Handling the first class customers as well as the escalated cases.
- Customer care & sales representative (Retail Sales department)
March 2003 - May 2004
Retail sales "Merryland store"
• Working in a vital customer touch point I was in charge of selling Mobinil products and services, as well as directly handling customers’ complaints.
• Preparing daily sales reports.
- Customer service representative (Customer service department)
November 2001 - March 2003.
• Handling Customers calls and complaints.
• Up-selling Mobinil products and services.
High school – English School (1983 – 1996)