Chief Product Officer / Global Customer Success
Skiplino
مجموع سنوات الخبرة :22 years, 10 أشهر
Product Management:
- Manage & Maintain an Ecosystem of 14 Products
- Set Product Development Plans & Strategies
- Improve Products Experience Based on Users Feedback
- Hire & Review Development Team Members
- Set Product Development Roadmaps
- Set & Assign Product Development Tasks
- Products, Concepts & Features Innovation
- Maintain & Secure Intellectual Property
Customer Success:
- Create an amazing customer onboarding experience
- Drive customer satisfaction to support renewals and upsell opportunities
- Lead the implementation of the required organizational design, processes and procedures to lead to customer success
- Evaluate, implement, and maintain the tools used by our team, and supports ongoing projects and initiatives
- Report and improve key organizational metrics
- Build and lead a team of customer success, account managers, and customer operations personnel
- Design the Customer Success organization for scale with strategies
- Coordinate with internal stakeholders in supporting customer needs
- Drive the customer perspective across the organization
- Help cultivate customers as references and case studies, and partner with other teams to continually improve the customer experience
- Partner with Sales on cross-and up-sell opportunities while maintaining the trusted advisor relationship with customers
Leads Generation, Sales and Business Development, Digital Marketing and Technical Consultancy.
- Develop Business Leads & Opportunities
- Creative & Development Team Management
- Apps Design & Development
- User Experience
- Digital Channels Optimization
- Digital Campaigns Management
- Business Streamlining
- Tech Startups & Investments
o Service Delivery Management & Strategic Planning
o Trusted Advisor for IT Operations & Health
o Actively Driving Customers from Reactive to Proactive IT Mode
o Working side-by-side with Customers towards a Dynamic IT Level
o Managing Support Incidents & Escalations
o Maintaining High Customer Satisfaction
o Pre-Sales Presentations, Demonstrations & Proof of Concepts (POC's)
o Pilots & Projects Implementation (Information Gathering, Scope Design, Deployment, Stabilizing and Testing, Knowledge Transfer, Quality Assurance)
o Training Delivery (Workshops, Training Sessions, Seminars)
o Documentation (Vision Scopes, Progress Reports, Technical Design, Proposals, Health Reports)
o Internal Infrastructure Administration (Active Directory, Exchange, OCS, ISA)
o Manage Internet Services requests (ADSL, ISDN, Managed Broadband)
o Coordinate with Products Management, Core Networks, and Data Sections.
o Manage Web Services Requests (Web Hosting, Domain Names, Emails, Dedicated IP's)
o ADSL/Broadband Installation & Configuration
o ISDN Lines Installation & Testing
o Dedicated Internet lines Installation & Testing
o Frame Relay/Leased Circuits Installation & Testing
Self Employed
• Data Shell Solutions - (Technology Manager/Co-Founder) 2006-2008
o Business Initiation (Market Research, Business Planning, Marketing Materials, Branding)
o Project Management (Vendors & Contract Management, Operational Planning, Service Improvements)
o Technical (Technology Design, Implementation, Configuration, Monitoring & Troubleshooting)
o Pre-Sales (Conducting Technical Seminars, Meetings & Events)
• Standard Chartered Bank - Customer Care Specialist (October 2005 - October 2006)
o Resolve Customers Complaints
o Arrange with Senior Management for Approvals, Reversals and Compensations
o Manage & Monitor Service Quality Systems
o Provide Technical Support for Service Quality Unit members
o Train Customer Service & Call Centre employees to use Service Quality systems
o Generate Monthly Complaints Reports & Root Cause Analysis
o Conduct Service Quality Surveys & Service Improvement Programs
o Participate in Customer Care Related IT projects
Microsoft: Windows Server 2000-2003-2008-2012, Active Directory, Exchange Server 2003-2007-2010, ISA 2004-2006, Office Communications Server 2007-R2, IIS 5-7, File & Print Server, NAP, Hyper-V, Forefront, MOSS.
Unified Communications: Instant Messaging, Audio & Video Conferencing, Web Conferencing, Unified Messaging, Voicemail, Auto Attendant, Telephony Integration, Dialogic Media Gateway Configuration, Quintum & NET Media Gateway Configuration, Cisco Call Manager Integration, Alcatel PBX Integration (Direct SIP Trunks)
Unix/Linux: Administrating File Systems, Administrating and configuring Web servers, Administrating and configuring Linux/Unix Networks, Apache, PHP, MYSQL, Suse, RedHat, Fedora, Centos, Ubuntu
Web & Domain Hosting: Domain Names, Web Hosting, Linux & Windows Web Servers Administration, DNS Servers Management, Email Hosting, Hosting Technical Support (Ticketing Systems), Hosting Billing Systems
Web Designing/Development: HTML, JavaScript, PHP, Flash, and Graphics
Security: Computer Security Threats, Malicious Codes, Encryption Methods, Internet and network security, Hardware Security, Operating Systems Security, Digital Certificates, Firewalls, IDS, Penetration Testing
Networking: Network Design, Network Management, Network Security, Cisco basic configuration, ADSL routers configuration
Telecommunications: PSTN Installation, ADSL Installation & Configuration, ISDN Installation & Configuration, Data Circuits Installation & Testing
Programming: Java programming, program design and development, graphical user interface development
Disaster Recovery: Remote Backup, Synchronising, Business Continuity Planning, Disaster Threats Analysis.
Hardware: Ability to identify and replace all kind of hardware
Database Design: Entity relationship models and normalisation. DB administration, DB Security; file structures, indexing
Data Evaluation: Data analysis, numerical and graphical summaries of uni-variates data, transformations. Graphical evaluation of bi-variates data. Experiments, random sampling, design of experiments, Inference for means, Checking assumptions, testing of variances
System Analysis: Fact gathering, interviewing, documenting existing system, analysis techniques, involving data from diagrams, data dictionaries, decision tables, report design
• Host Cost - (Owner/Web Master) 2001-2005
o Web & Mail Dedicated Servers Administration
o Domain Names Registration & Management
o Web Hosting Accounts Management
o Technical Support & Customer Service
o Web Site Design & Administration
o E-Marketing Campaigns (Bulk SMS, Online Advertisements, E-mail Marketing)
Part Time Jobs
• Al-Noor Business Management & Consultants - IT Technician (April 2003 - April 2004)
o Basic Technical Support (Print, File & Internet Sharing)
• Gold Mark Public Relations - IT Support (2001-2002)
o Provide Technical Support to staff members
Business Skills
Strategic Management: Strategic Planning, Problem & Conflict Management, Stakeholder Management, Demand Management
Sales Management: Opportunity & Lead Management, Negotiation Skills, Pre-sales Management, Value Selling
Proposal & Contract Management: Tender/RFP Preparation & Evaluation, Proposal Review & Preparation, Contract Preparation & Evaluation
Service Management: Service Delivery Planning, Assessing & Identifying Pain Points, Service Delivery Improvement & Optimization
Project Management: Planning, Initiation, Allocation, Execution, Follow up & Monitoring, Closing
Operations & Risk Management: Process Management, Problem & Incident Management, Change & Release Management, SLA & OLA Management
Account Management: Trust Building, Maintaining long term Relationships with Customers, Partners & Vendors
People Management: Roles & Knowledge Management, Team Development Plans & Trainings
Customer Care: Complaints Capturing (Verbal, Written, Facing Customers), Complaints Handling Process, Root Causes Analysis
Service Quality: Customer Satisfaction Surveys, Collect & Share customer Feedback, Implementing Service Improvement Projects (Processes, Policies, Products)
Public Relations: Events Management, Presentations, Press Releases
Other Business Skills: Accounting, Banking, E-commerce, Marketing, Customer Service, E-Marketing, Branding, Research
Technical Skills
Familiar with Windows 9*-XP-Vista-7-8, UNIX, Linux, Slack ware, BSD and Macintosh
Office Applications: Familiar with any kind of Word Processors, Presenters, Spread Sheets (Word, Excel, and PowerPoint)
• Master of Management - Information Technology (Charles Sturt University) Currently 2013
• Project Management Basics (International Institute for Learning) • Microsoft Certified IT Professional (MCITP): Windows Server 2008 Enterprise Administrator • Microsoft Certified Systems Engineer (MCSE) Security: Windows Server 2003 • Microsoft Certified Trainer (MCT)
• Diploma of Computing & IT (Perth Institute of Business and Technology) 2005 • ITIL Foundation V3 - IT Service Management (EXIN)
• Secondary School Certificate in Commerce Studies (Kingdom of Bahrain) 2004 • Key English Test Certificate (Cambridge University) • Succeed in the Small Business Market (IBM) • PC Architecture (IBM) • PC Basics (IBM)
• Linux/Unix System Administration Certificate (University of Illinois) 2003 • Microsoft Certified Systems Administrator (MCSA) Security: Windows Server 2003 • Microsoft Certified Technology Specialist (MCTS) in: