Senior Renewals Sales Success SaaS for Middle East
Oracle - Other Locations
Total years of experience :9 years, 11 Months
Renewals Sales Success focused on Middle East territory
-Ensure timely renewals and high levels of customer satisfaction
-Act as a point of contact for SaaS Renewal processes and queries
-Prepare non-standard templates for indirect deals
-Work across various departments to resolve problems
-Ensure all the relevant documents are provided to support the release of Renewals ordering documents for customers
-Understand order to cash processes and products pricing
Catalogue Manager for Rolls Royce Account.
-As Catalogue Manager for Rolls Royce Account I was the primary contact to the client for all catalogue matters.
-Manage all the change requests for the catalogue and submit the catalogue content updates to appropriate teams.
-Work with the Commercial teams to investigate whether a service was billable or free of charge. If billable, I created the price based on the rate cards of the engineers.
-Make sure the Fulfillment templates were completed properly with the SLA, queue, pre-requisites, deliverables and technical details in order to implement the service in the catalogue.
-Obtain all the necessary approvals for the template.
-Act as the primary point of contact for the Catalogue Operations team and ensures they follow standards and guidelines, and operate within agreed delivery objectives
-Besides catalogue manager, I also acted as back up for Incident Analysis, where the main task was to monitor the Incident queue and solve every ticket within SLA.
-another role I took over is request fulfillment analyst, where my main responsibility was to extract daily reports with all the tickets raised in the system and investigate the reason why some of them were breached.
-Responsible for on-time support renewals for medium-sized to large accounts in assigned territory (South Africa, United Kingdom and Serbia) and upselling existing active contracts
-Managing issues or queries for customers with issues that may delay or inhibit renewals
-Educate customers on e-business practices and any associated contractual implication
-Correctly identify customer requirements and needs for support services, including contractual terms and conditions, support service offers and products
-Achieve quarterly KPI's by meeting the renewals target
-Correctly forecast opportunities in assigned territory
-Handling inbound calls from customers or other departments inquiring about order
status
-Validating shipping adresses; activating phones; equipment swaps; reserving phone lines; changing price plans; porting phone numbers; creating charges
-Customer contact via outbound calls
-Refer unresolved customer grievances to designated departments for further investigation
-Maintain a high level of KPIs