Customer Success Manager
vFairs
Total des années d'expérience :17 years, 9 Mois
Manage a Portfolio of existing Clients (MENA, Asia, ANZ) with a total Value of $ 1.5M USD through a diverse scope methodology as follow.
Customer Success Management:
• Gain a thorough understanding of the history of key accounts, the problems we solve for them & their motivations to choose our platform.
• Measure satisfaction levels after every virtual event we conduct for key accounts through CSAT/NPS surveys.
• Remove purchase barriers considering local specificity, life cycle moments and customer profiles to increase service quality and nurture relationships with our customers.
• Run loyalty programs with customers to create delight and ensure the longevity of the relationship
• Ensure technical accuracy, scalability, and quality of event through collaboration with development teams.
• Update and document all activities (calls, emails, notes, meetings) for key accounts in the CRM, track activities for future references & create a schedule for future touchpoints.
• Present KPIs (annual deal value, churn etc.) & findings in a clear & concise manner to leadership during Monthly/Quarter Business Reviews.
Customer Retention:
• Ensure high percentage of retention and low logo/revenue churn.
• Identify opportunities to practice “land and expand” by up-selling them products that will deliver immense value.
• Strive to increase annual contract value.
As a Project Manager, I become the SME (Subject Matter Expert) for the assigned projects (Virtual Events) within the MENA, South Asia & ANZ region. Clients like (Genesys, Amazon India, Mars, KFUPM)
Project Initiation Phase:
• Initiate a kick-off call to demonstrate the solution and reiterate the scope of work and create the Project Plan timeline according to the associated deliverables
• Gather the required Content, Material & any associated integration API's (if any) and have
• regular weekly - bi-weekly meetings for project catch up.
• Start liaising with the Design & Development team to implement all the designs and functions required and, I'd involve myself in small design or function modifications by writing codes based on my limited knowledge of HTML & JavaScript.
• Test all the functions and get ready for the final sign-off of the project on a predefined date.
During the project Phase:
• Continuous support during the live day/s of the project and monitoring any bugs would occur.
• Develop and deliver progress reports, requirements documentation and presentations to various audiences, including project team, sponsors, and key stakeholders
Post-Project activities:
• Share all the possible post-event reports and associated materials that showcase the utilization of the project, and it could estimate the ROI and the aimed achievements.
• Conduct post-event calls to collect candid feedback from customers & create follow-up actions on each feedback item.
• Capture social proof through video testimonials and third-party reviews.
New Horizons was my transition from Pre-Sales to Post-Sales & Project Management. As an e-Learning Project Manager, I become the client's SME for their Digital Learning needs and achieving these requirements from the various solutions that
we provide, by either LMS, Off the Shelf Content or Custom Content Development. Clients Like (ADNOC, RTA, EMPOST & DIB).
Project Building/Prospecting:
• Initiate the contact with the client Committee (L&D Manager, Finance/bid, IT & Project Manager) and discover the specific requirements and Project Scope of Work.
• Create a custom proposal from the various solutions that we provide based on the project structure and Scope of Work.
Project Initiation:
• Initiate the Technical discussion. During this stage, we would share the proposed solution technical aspects and have multiple tests to make sure that the solution would fit the
• Organization technically in terms of the (API's)
• Upon receiving the technical sign-off, a Project Timeline to be set based on the required deliverables and shared with the stakeholders
• Coordinate with the Vendors and liaise with their Development & UI Design teams to implement the solution within the required scope.
Project Sign-off | Continuous Support:
• Initiate internal marketing campaigns (Change Management) by Conducting training, Skill gap analysis, Survey evaluation, Utilization Report and User management.
Accomplishment
• Signed & Delivered Projects worth 1.2 million Dirhams within Government Sector in UAE.
• 30+ Training Sessions had been conducted for 10+ Government Organizations
• Internal Market Campaigns had been done for 15+ Strategic Accounts (LE & Government).
A Business Development Manager Assist SMEs to implement the Technological System Environment through Oracle | NetSuite ERP System by providing them the best solution that suite the Organizations.
• Accomplish Projects worth $ 300K within the SME sector (Start-ups) in GCC.
• Generate leads and grow the company's customer data base within the GCC region.
• Coordinate with Oracle Staff to work on the implementation process enhancements.
• Work closely with the Marketing team to develop the branding of the company and achieve targeted market share through the sales & marketing activities.
• Acting as Deputy Sales Manager covering the GCC Region.
A Sr. Account Manager handling DU’s SMEs Corporate Accounts. Analyzing, Consulate & Maintain their Business Relationship with DU through Branding & Facilitate DU’s Solutions & Services.
• Managing strategic accounts worth $ 500K Yearly Revenue.
• Sustain a rapport relationship with the Authorized Signatory to keep the Churn Accounts on a stable percentage (> 3.5%).
• Increase the customer reach by communicating with Du's customer data base through Calls, Emails & In-Person meetings.
• Keep working on Referral Program from my existing client to increase the customer's data base (35 New Acquisition per year)
• Work closely with the marketing & operations team to keep them updated with all the possible market activities.
Retail Banking Group - Direct Sales, duties included:
- Provide Mashreq bank customer’s financial services which exceed the customer’s expectation by delivering an unbiased, competent, timely and problem free service.
- Take ownership of customer complaint resolution.
- Provide constructive and constant feedback on improvement of products, services, processes which may either reduce cycle time or costs or enhance customer satisfaction.
- Attend daily sales meeting with Sales Manager and commit to sales target.
- Conduct the set appointments with customers and profile them and achieve a sale.
- Conduct outside sales calls to potential businesses / customers.
- Minimizing customer attrition
- Control daily activity i.e. Calls Appointments, Meetings, Closures, References, Acquisition reports of daily sales appointments.
- Day-to-day focus on sales, mentoring to meet sales needs and requirements.
An Account Manager maintains Vodafone’s regulations & procedures through
assigned Premium Key Account Partner within 40 outlets. By Managing,
Monitoring & Analyzing the Market Activities.
Accomplishment
- 150% Average Quarterly Target Achievement
- 60% Sales & Services Quality Incremental.
- 4 Mega Events initiated to increase the Sales & Market Share
Retail department, duties included:
Sales Achievements:
- July 06’ - Dec 10’ Sales Representative in Store Band A with AVG individual target achievements 120% per month
- Jan 11’ - Nov 11’ Acting as Shift Leader in Store Band A with AVG Store target achievements 125% per month
- Dec 11’ - Feb 13’ Senior Sales Representative in Store Band A with AVG individual achievements 130% per month
Tasks & Operations:
- Jan 11’ - Nov 11’ responsible of Product knowledge, in-store Training & Staff Schedule with efficiency of 95% in quality; in terms of call back & mystery shopper
- Dec 11’ - May 12’ responsible of store daily Cash Operation with efficiency of ZERO variances either cash or checks and I was the SPOC with Cash Operation management
- June 12’ - Feb 13’ responsible of store Inventory Control & DOA’s by setting smooth processes for the DOA’s items and deep monitor for the items movements with efficiency of ZERO pending DOA items on system & I was the SPOC with Warehouse & Inventory Control management
Customer Experience:
- ZERO Complaint During 7+ years in retail related to attitude or delay in doing my job
- Handle premium/platinum needs & complains in order to deliver best customer experience they could have by doing extra mile efforts and services
- Giving after sales services and build relationship with the customers especially Corporate customers
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