Senior Strategic Account Manager
Xerox Egypt
Total years of experience :12 years, 9 Months
Xerox Egypt (January 2011 - Present)
• Senior Strategic Account Manager
Strategic Accounts Operations
January 2012 - Present
Added to my below listed portfolio another significant telecom account (Mobinil) & Information Technology Territory to be managed under the same below responsibilities &
management strategy.
February 2011 - December 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:
• Intiating & Submitting, Implementing, Managing tailored and designed Managed Print Services & Solutions
complying with Customers objectives.
• Assuring profitable closing for the yearly running service contracts renewals.
• Managing the performance of fulltime onsite outsourced system administrators
covering more than 300 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.
Mobinil (November 2001 - January 2011)
• Enterprise Key Accounts Expert
Key Government Accounts Channel - 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 Large Accounts Senior Specialist
Large Accounts Channel - 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
SME Accounts Channel - 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 "Nasr City Store" - Sales Department
May 2004 - June 2005
• 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.
Retail Sales "Merryland Store" - Sales Department
March 2003 - May 2004
• 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
• Handling Customers calls and complaints.
• Up-selling Mobinil products and services.
• University - Ain Shames University (1996 - 2001) Faculty of Commerce English Section Accounting Department Grade: Good
• High school - English School (1983 - 1996)