Client Relations Manager
GlobeMed Saudi
Total years of experience :17 years, 8 Months
• Develop and Manage the departments that are in direct contact with clients - Account Management (5 employees), Contact Center (40 agents under 3divisions), Delegate Representatives (17 employees), and Production unit (4 employees)
• Enhance the role of each department to achieve the utmost customer satisfaction
• Update the KPIs of each department to maintain the desired service level
• Responsible to increase the company’s portfolio: attracting new clients, gaining opportunities over competitors, assuring customer loyalty and retention, and securing contract renewals
• Act as an interlocutor with partners (7 clients) and corporate business accounts (over 400 accounts)
• Conduct Service level meetings with the existing clients to ensure enhancement upon contract renewal
• Handle queries, inquiries, and complaints with the escalation process through CRM
• Conduct weekly presentations and awareness sessions about the company’s services to prospects and existing clients and customize these presentations based on the need and on case by case basis
• Enhance the services offered to clients, making sure that all is active and functioning, in coordination with the operations and developers
• Prepare the needed material to promote and create awareness about the company's services
• Coordinate with the Marketing & Communications department to shed the lights on selected services and transmit right and attractive messages to clients through the right channels
• Project Manager for enhancing the functions of the already existing CRM infrastructure that is deployed at the company’s contact center
• Prepare monthly reports to evaluate the level of information reached to the clients and track if they are using their eligible services (for each contract)
• Prepare weekly and monthly reports to track the advancement of each department
• Follow up on pending projects and prepare an action plan and progress report for each project
• Prepare a yearly Business Plan and Quarterly Management Reports
• Prepare and update various types of reports based on the General Manager’s request
• Back up the General Manager on all levels
• Assist the General Manager in the direct communication with Partners (7 clients)
• Assist the General Manager in gaining new business opportunities and presenting the presentations to potential partners and follow-up until the business is closed
• Prepare and update contractual agreements with partners and Services Offering to potential partners
• Project & Functional manager for the implementation of the CRM infrastructure & CRM Reporting at the Contact Center (workflow, technical & regulators requirements, installment at departments, training the concerned staff, communication with the developers…)
• Prepare the company's internal & external presentations
• Handle the communication with the Regulators in KSA (SAMA & CCHI)
• Prepare the "Request For Proposals- RFPs" for bids issued by the public and private sectors
• Work on the Policy and Procedures for different departments under the vetting of the General Manager
• Project Manager for revamping the company's website and social media accounts
• Handle the preparation of events (Presentations, Venue, communications, invitations, etc...)
Lead a wide channel of Microsoft partners to increase their revenue through daily field visits
Accountable to reach sales targets
Prepare a pipeline for closed, pending and potential deals to be discussed with the direct manager
Microsoft adviser and consultant for a selected range of Microsoft partners
Prepare a System Builder Academy/Training for Microsoft partners to widen their knowledge on Microsoft products, portals, tools, marketing, sales, presentation skills and more
Hire & guide a mystery shopper to visit partners to make sure they are working under Microsoft rules and regulations to take assertive measures
Prepare promotions and initiative for partners
Supervise a team that calls end users to orient them towards the genuine products & close deals
Plan & deliver Marketing material to partners
Introduce new programs, campaigns, and products to partners
Organize & prepare logistics, presentations, training material, communication, etc...
Manage selected partners (for Jordan territory) through phone calls and visits when needed to increase their revenue and business with Microsoft
Accountable to reach sales targets
Prepare a pipeline for closed, pending and potential deals to be discussed with the direct manager
Deliver new products, marketing campaigns and promotions to boost sales
Increase partners access to portals, loyalty programs, online surveys, etc...
Support partners in developing complementary competencies and upgrade their level
Forecast quarterly targets, create new opportunities, and follow up on orders until closing
Project Assistant and backstop the team leader under all circumstances
Update financial and procurement plans for 18 projects
Prepare Financial Reports for every payment per project according to GTZ & GFA procedures (balance sheet, invoices, signatures, stamps, proof of executions, documentation, required formats & annexes, etc...)
Book keeping according to GTZ & GFA procedures for the office expenses and procurement
Support in Reporting, Budget management, planning, monitoring, projects field visits, etc...
Prepare contractual agreements and contract addendum
Prepare the bidding procedures within the public sector to be applied on the related projects
Support in the development of communication material, website, event planning (inauguration, launching, etc)
Attract potential distributors for the company's products in assigned countries
Sell product samples in selected countries for trial prior to moving to the exclusivity agreement
Invite potential distributors to visit the company's premises for negotiating the exclusivity agreement, products demonstration, sales and marketing plans, orders, payments, etc...
Prepare a pipeline for closed, pending and potential deals to be discussed with the direct manager
I graduated with a 3.1 GPA in my MBA with concentration on Management & Strategies.
I graduated with a GPA of 3.0 from LAU. I was once on the honors list and once on the distinction list.
Client Relations Manager: Handling all customer service tasks and team