Senior Key Account Manager
Huawei Technologies
Total years of experience :13 years, 3 Months
- Spearheaded exclusive management of Huawei's paramount strategic account in the Middle East region, showcasing a meticulous understanding of the client's intricate business needs.
- Formulated and executed a strategic business development plan, consistently surpassing ambitious revenue targets and establishing a reputation for excellence in managing the most critical account within Huawei's portfolio.
- Initiated and drove targeted business development initiatives, contributing significantly to revenue growth and market share expansion within the strategic account.
- Successfully reinvigorated dormant products within Huawei's portfolio, exhibiting strategic acumen by revitalizing solutions that had experienced prolonged periods without sales, aligning with the client's evolving needs.
- Led sophisticated contract negotiations with precision, ensuring optimal terms for Huawei and its flagship strategic partner, while consistently exceeding financial objectives.
- Orchestrated seamless cross-functional collaboration, aligning efforts across sales, technical, and support teams to deliver bespoke solutions, elevating client satisfaction, and solidifying Huawei's strategic partnership.
- Provided strategic leadership by delivering comprehensive reports on the strategic account's performance, offering detailed insights into revenue forecasts and key metrics, guiding strategic decision-making at the highest level.
- Applied a data-driven approach to continually optimize strategies, showcasing a commitment to continuous improvement and innovation within the context of the top strategic account.
- key account manager for the most strategic account for Huawei in the Middle East region
-Responsible for achieving yearly sales and account objectives and targets
-Engaging with high-level executives, including the CEO, Marketing GM, Sales GM, Sales Directors, and Presale Director
- Performed strong strategic customer relationship management with the CEO, , GMs and all key customers to facilitate the business and keep trustable collaborations
-Responsible for end-to-end Huawei-STC resale enterprise business for the Government, Oil and Gas, Large Enterprise, and SME sectors
-Achieved strategic breakthroughs in the Government and Oil and Gas sectors
-Following Huawei channel partnership policies and achieve account targets
-Manage and execute end to end sell to & sell-out plans
-Maintain safe partner stock inventory
-Treat all customer concerns with care and attention
-Demonstrated perfect negotiation skills in achieving favorable terms and conditions for the business while maintaining strong relationships with key account
-Maintain a high level of customer centricity by understanding their needs and aligning Huawei's products and services to their business objectives
- Develop and maintained a deep understanding of the industry landscape and competitor activities to identify potential opportunities and risks for the business
-Worked closely with cross-functional teams, including product development, marketing, and operations, to ensure the successful launch of new products and services in the market
-Conducted regular market analysis and research to stay up-to-date with the latest industry trends and emerging customer needs
-Actively participate in industry events and forums to build the Huawei brand and establish the company as a thought leader in the market
-Fostered a culture of continuous improvement by regularly reviewing business processes and identifying areas for optimization and enhancement
-Mentored and trained junior team members to develop their skills and capabilities, contributing to their career growth and the success of the team
- Developing new initiatives for continuous business process improvements
- Assisting in Budget planning, forecasting, resources allocation, and scheduling process improvement projects.
- Create cost reduction and efficiency improvement plans
- Coordinating with different departments and organizing cross-functional teams to know the requirements for the improvement of the process
- Training and educating the individuals involved in the management and operation of different business processes.
- Analyze the business steps and summarize the difference between various steps and ranking the final result.
- Studying the present market condition, forecasting the near future changes, and prepare new business processes according to it.
- Monitor the operation of each department and providing feedback to them. Guiding and supervising the officials of each department and suggesting a possible adjustment to enhance the Business process.
- Analyzing the feasibility of the current business process related to productivity, quality, costs, demand, and time management.
- Submission of the progress reports, feedbacks, and innovative suggestions to the higher officials.
- Planning and coordinating the business process and reporting the stakeholders through meetings and acquiring permission from them.
- Head of Network customer complaints Department
- Develop and improve an effective customer complaints management process
- Planning for customer experience management projects with precise coordination with all stakeholders
- Maintain customer satisfaction by providing problems-solving resources
- Accomplish customer service HR objectives by recruiting, selecting, training and coaching employees
- Managing NW helpdesk staff
- Improves customer service quality results by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results.
- Coordinating Joint Operations between different departments for improving customer experience
- Detects and diagnoses network problems
- Updates job knowledge by participating in educational opportunities, maintaining personal networks, and participating in professional organizations
- Prepares and completes actions plans
- Reporting to company and customer TOP management
- Implements production, productivity, quality, and customer-service standards.
- Completes quality audit campaigns
- Identifies customer service trends and determines system improvements.
- Meets customer service financial objectives by forecasting requirements
- Prepares annual department budget budgets
- IT Workforce system Automation Process design and management
- Managing sub-projects under MS Project
- Evaluate, design, excite, monitor and control Managed services Project business processes which ensure achieving business goals
- Measuring actual operations performance verses targets
- Setting the MS project performance KPIs/SLAs and support Project director in goals settings and performance evaluation.
- Driving MAI matrix to ensure excellent MS service delivery.
- HSE (Health, Safety and Environment) Manager for two Huawei Key Projects s
- Auditing all processes SLAs, KPIs, and KCPs (Key Control Points).
- Training and education for new and existing employees for all project processes.
- Interfacing customer for all quality and processes related issues.
- Acting as a Contract and Penalty Manager and responsible for E2E Monthly delivery acceptance certificate process
- Managing and analyzing KPIs and SLA breaching penalties and setting up the plans to reduce them.
- Managing Indoor RF Team as well as technical Helpdesk team
- Daily, Weekly, monthly and yearly reports for high management in order to evaluate the NW performance
- Deeply analysis for increase numbers of customer complaints according to network issues, outages …etc
- Following up with all pending cases with other departments/VIVA to keep closing in SLA percentage in the agreed range.
- Creating a special processes for VIP’s / Social media complaints in order to guarantee end users perfect feedback on our network/operator ( VIVA )
- Creating special shift roasters to control team performance and reducing the coast of working overtime
- Enhance work process for both teams and arrange for training/ workshops to make sure that all our engineers are updated with the latest technology info
- Training for operator’s Customer Care/ Helpdesk in order to avoid fake complaints and keep overall performance in a high level
o Attending Indoor/Outdoor tests for locations facing RF Problems
o Analysis and optimization for 3G RF parameters (RSCP - RSRP SINR) by using TEMS, Genex-Probe, Genex-Assistant and MapInfo applications.
o Analysis and optimization for LTE RF parameters (RSRP - Ec/Io and pilot pollution) by using TEMS, Genex-Probe, Genex-Assistant and MapInfo applications.
o Applying physical changes in Tilt, Azimuth, and height of antenna in order to improve the network performance also by using iManager M2000.
o Optimizing and analysis strength and quality of 3G/LTE signals (RSCP-Ec/Io & RSRP-SINR) as well as CQI and HS-PDSCH codes by using Genex-Probe, Genex-Assistant, TEMS applications and MapInfo tools.
o Analysis and troubleshooting HSDPA/LTE problems (slowness, disconnecting).
o Tracing and analysis all conditions through remotely monitoring CS/PS data by using iManager-Nastar and LMT. (Live and CHR)
o IBS walk testing in complexes, towers, hospitals and commercial buildings with giving analysis and recommendations.
o Handling Trouble Tickets by using “Netforce” System within SLA.
o Perform deeply analysis in case of increase number of customer complaints (Internet Slowness & Bad Coverage) by comparing with sites outage, network traffic and performance, MDT’s, Network incident, … etc
o Demonstrate efficient written documentation, communication and presentation skills
Bachelor's Degree in Communications Engineering