Customer Success Manager (CSM)
CISCO SYSTEMS
Total years of experience :24 years, 2 Months
Customer Success Manager (CSM) role focuses on Cisco products solutions adoption. In this role I am responsible for working with internal Cisco teams (sales, pre-sales, services, and channel teams) to plan and organize customer success strategies and proactively engaging with Cisco customers and expanding their use cases to help customer realize purchased solution value and then renew licenses and contracts.
Achievements:
•Worked closely with customers to establish critical goals (KPIs) and helped the customers in achieving their goals.
•Established a trusted advisor relationship with each assigned customer and demonstrated the values of Cisco solutions.
•Advocated customer needs/issues internally & cross-departmentally to solve issues and show products value.
•Ensured customer realizes Cisco solutions values through defining and achieving business outcomes and demonstrating products features and capabilities.
•Engaged with customer influential stakeholders to identify, define, track and measure the overall impact of Cisco aligned solutions to an organization.
•Developed and delivered “success plans/adoption plan” to key customers identifying stakeholders, milestones, and metrics in an implementation.
•Escalated critical customer issues and ensured escalation ownership with internal resources until issue resolution.
•Acted as Voice of the Customer and provided feedback to Cisco teams (Services, Sales, SEs, and Channel teams) as appropriate.
•Derived customer readiness for service updates/upgrades, ensuring they are aware of and prepared for potential impacts.
•Measured/Reported the impact of the Cisco offerings currently in place, so that the customers have common understanding of the value they are receiving toward achieving their expected outcomes that in turn helped customer to a smooth renewals for the products license and contract terms.
Single point of contact, trusted advisor to business-critical elite client base with a holistic view of the customer’s environment; manage Support Cases, Escalations, Critical Configuration Review Services and BCS contract renewals. Developed very strong relationships with internal personnel in all functional areas of Symantec (Sales, Pre-sales, Support organization, BCE engineers etc); drove projects to completion by teaming across multiple organizations.
Achievements:
•Proactively managed the relationships with other internal Symantec service organizations relevant to assigned accounts (i.e Support Org, BCE engineers) resolving technical support and product issues through these teams.
•Presented customer business reviews to customer executives /technical teams and internal Symantec Sales Account teams - successfully led to strategic decision to optimize customer environment as per Symantec Best Practices which resulted in having high stable systems and environment.
•Utilized conflict resolution skills to qualify and take the lead in solving technical - and political - customer situations.
•Proactively took ownership of service engagements (on-site and/or remote) to effectively communicate the value of service to key customer stakeholders, helping position Symantec as customer Trusted Advisor.
•Proactively introduced cross services to customers and ensured optimal Symantec services penetration while also anticipating preventative opportunities to protect customer environment
Symantec Corporation, Riyadh, KSA
Client Services Manager at Symantec
Responsible for engaging with the various business units and functional teams within Client's organization to implement Symantec's technologies and ensure that they achieve wider adoption and deliver greater value to the business.
Currently as CSM, I assist the Client with the following main priorities: • Understanding and advising on client strategy and pro-actively positioning appropriate Symantec solution sets within that strategy.
• Presenting a unified view of Symantec strategy and solutions to the client.
• Providing a single point of focus for the client and an escalation point for client issues with ownership of resolution cross Symantec's worldwide organizations.
• Program Management of all Symantec services engagements within a client ensuring quality of both resources and delivery.
• Providing subject matter expertise and assistance to support the client in its adoption of Symantec technology.
• Facilitating knowledge sharing within the client architecture & delivery teams and wider Symantec community.
• Developing and maintaining trusted advisor position within the client.
• Providing regular feedback to Client's key stakeholders, highlighting the progress made in deploying Symantec's technologies across the enterprise and identifying the value delivered to the business.
Technical Services Delivery Manager/Project Manager
Responsible for a team of technical consultants that are focused on implementation and deployments of many IT and IT Security solutions delivered to customers of different industries background such as Telecom, Government, Finance and international. Main responsibilities Include:
•Currently managing a team of 10 technical consultants for several IT & IT security projects in many industries; Telecom(Saudi Telecom, Mobily), Finance( Tadawul, BSF, SHB, Samba, Alinma, ) and Government (TVTC, Civil Defense, GIP, MOE)
•Hands on management and delivery of multiple IT projects and all related activities providing PM and technical leadership to ensure projects get delivered on time and within budget.
•Analyzed business and functional requirements which had a significant impact on business applications while partnering with local and international vendors to ensure technical design, deployment, and implementation requirements are properly processed and documented.
•Very strong at resolving issues, negotiation skills among internal and external resources, attention to details, and ability to multitask in a fast paced environment.
•Prepared Implementation and deployment project scope, schedule, tasks, and estimates.
•Ensured that project resources are focused on the assigned work scope by closely monitor and distribute workload of employees.
•Identified training requirements for the team members and managed staffing for several projects.
•Communicated projects progress, status and issues to upper management and stakeholders.
•Excellent communication skills to both technical and non-technical audiences with strong analytical abilities, negotiation skills, and organizational/planning abilities.
•Proven track record for driving diverse teams and delivering milestones on time.
•Demonstrated system features and functionalities of the NMS/OSS system at several customer accounts.
•Provided technical input into overall implementation and deployment, anticipated needs and priorities to provide accurate timetables for completion.
•Performed software test peer reviews as part of software development lifecycle.
•Developed system level test procedures & interface test procedures; also conducted multi-configuration verification testing.
•Installed the defect/bug fixes and performed/ensured successful maintenance requests (defect fixes) testing on the software modifications.
•Planned deployment activities for each system release/phase by studying the connectivity requirements with other major NMS’s and Operation Support Systems (OSS) in the customer field or to be deployed jointly with the Network Fault Manager system.
Member of a consulting team that is Responsible for Network Fault Manager OSS/NMS deployment, testing and acceptance by Lucent Customers such as Verizon Global Services and Saudi Telecom Company. The key goal of NMS/OSS Network Fault System is to monitor the health of the telecommunication network across several technological domains such as (Switching, Transmission, Wireless and Signaling) and to offer solutions for the faults between these domains that minimize network downtimes and maximizes revenue.
•Conducted Implementation Testing and Planning Analysis for customers like Verizon Global Services, AT&T Wireless and Saudi Telecom (STC) to gather specifications about the functional architecture of the customer’s voice and data networks for implementation planning.
•Developed and planned the joint testing for large complex software systems that includes all the network fault system OSS interfaces such as WS-NMS, OneVision INC, Nortel DMSGSP switches, NTP, SNMP (PSAX and Naviscore), Actiview-TM interface for trouble ticketing, TransVu, OMC-2000, WLL-OMC, GEMS, MFOS, NFM-SE, ITM-NM and the Video Wall.
•Coordinated resolutions for all software modification requests (MR) bugs and troubles for each release by interacting with developers, verification testers and support teams.
•Prepared, developed and reviewed the main technical testing and user acceptance documents such as requirements and design documents, System Qualification Test (SQT), installation Test (IT), Preliminary Acceptance Test (PAT) and Final Acceptance Test (FAT) documents.
•Provided customer support for the Intuity CONVERSANT voice response system.
•Evaluated/analyzed customer’s problems using the product and if determined to be operational, recommended proper solutions in areas such as speech recognition and UNIX environment configuration.
•Interacted with developers and testing teams to provide resolution for software problems.
Worked as an MCI employee and later as a consultant who was responsible for the development, support and deployment of an OS/2-based Audio server running in a Client/Server environment. The server’s services include digitized voice message play out, DTMF detection, Voice recognition and T1 network interface. The position required basic knowledge of digital telephony and Intervoice call-flows.
•Interfaced with technology providers like VCS and Intervoice to keep the server current with the latest voice treatment advancements.
•Performed installations and regression testing of new software loads from vendors.
•Developed testing documents and release notes of new software releases.
•Installed and supported the MCI ISN network nationally and internationally (UK-British Telecom and Mexico-Avantel).
•Experienced with failure Analysis techniques and instrumentations such as: Digital Storage Oscilloscope (DSO), Curve Tracer and Logic analyzer model (HP16500A).
•Familiar with board level testers (HP testers and GenRad).