Products and Solutions Manager, Middle East
Sabre Travel Network Middle East
مجموع سنوات الخبرة :21 years, 11 أشهر
▪Managing the consultancy unit of the company in the region, making sure solutions are tailored according to each customer requirement.
▪Defining and delivering of highly complex specific products or product lines based upon BU priority and roadmap for the Middle Region.
▪Leading complex projects during definition, proposals, development, and delivery phases, including both technology and commercials.
▪Heading the online business from both commercial and technical perspectives for the Middle East region.
▪Providing subject matter expertise and functional support during all phases of the product life cycle from definition and delivery to market management.
▪Providing stakeholders with product advice and demo support during pre-sales discussions.
▪Prepare and perform detailed product demonstrations and product prototypes for prospects of large sizes.
▪Coordinate delivery of functional requirements, user/training documentation.
▪Assign resources on multiple projects/initiatives across the company for a variety of internal/external customers.
▪Demonstrating full requirements of the functional area, exercises judgment within defined practices to determine appropriate action.
▪Managed pre and post sales activities of value-add products and solution packages per customer segment and according to the set target.
▪Conducted market researches by working closely with customers, suppliers and 3rd parties and by leading a team of Product Sales Managers in the region.
▪Provided strategic analysis according to customer needs for each market jointly with Market Strategy and Pricing teams in support of overall product suits to justify Return on Investment (ROI).
▪Created and executed all product rollouts and adoption plans that support product profitability and business case ROI justification.
▪Ensured full Product Marketing and PR activities fundings are set as part of a business case justification and fed into Product Strategy to be able to report on execution of product marketing and PR programs.
▪Initiated product creation / development, testing, marketing and PR activities before launching to maximize adoption rate accordingly.
▪Set plans to improve brand recognition and customer understanding by formulating product value propositions to retain and up-sell existing customers and attract new customers.
▪Developed and measured customer satisfaction and product adoption and differentiated as required by customer segment and product type.
▪Conducted webinars, channel training, presentations, demonstrations and customer meetings.
▪Provided regular visits to all markets, seminars, roadshows and customer forums.
▪Successfully managed day to day service & support within the region for Help Desks, Training, Technical Services and Provisioning.
▪Conducted Strategic Audit to implement, maintain and evolve the strategy for the Middle East customer operations and provided management the strategic recommendation for a long term plan to improve customer operations from all aspects.
▪Contributed in creating a Self Serve Portal for the Middle East markets to act as the point of contact between the company and its customers.
▪Developed, coached and mentored customer services teams in the region leading to the delivery of high quality customer services.
▪Consistently delivered customer support and call resolution, ensuring effective customer issues' prioritization and escalation within the customer operations department.
▪Studied, negotiated and managed operational service level agreements in order to ensure full understanding by all key stakeholders especially when dealing with 3rd parties.
▪Ensure effective crisis management plans are in place and made operational decisions where necessary to minimize business risk.
▪Support customer installations, provisioning of hardware equipment, local data migrations, resolving installation and service issues ensuring customer down time is minimized.
▪Worked closely and provided recommendations and guidance for legal department to ensure contracts and all related documents are all in place according to each market local laws.
▪Redesigned customer operations department's structure to meet local markets standards and customer’s requirements.
▪Built the training department from scratch including facilities, study manuals for all relative markets separately.
▪Developed short and long-term training needs and set plans to accomplish agreed upon goals according to customer needs, company products, services and procedures.
▪Hired, developed, evaluated, and when necessary made recommendations to improve the training department.
▪Developed and analyzed customer satisfaction surveys and made recommendations to improve customer satisfaction through training sessions.
▪Handled the set-budget for all training activities, compiled data and analyzed past and current year training requirements to prepare budgets and justify funds requested.
▪Grew and expanded fee-based training opportunities as a step to optimize revenue for the company through virtual training sessions.
▪Maintained the development of an efficient workflow patterns starting by the customer request to attend training till the evaluation stage.
▪Delegated duties and responsibilities among the team of trainers throughout the region in order to fill training gaps for all markets.
▪Developed systems for the timely communication between training department and commercial teams.
▪Consistently developed new ideas to streamline processes and create efficiencies including training plans for commercial teams to be able to conduct on-site training sessions and floor-walking activities.
▪Provided professional Account Management and on-site Support to high profile, high yield customers.
▪Managed to sign contracts with key accounts' in accordance to individual target.
▪Successfully retained and managed top ten accounts.
▪Developed customer profitability, built and maintained relationships at all levels and ensured re-contracting of key clients are done on time.
▪Created and implemented Annual Account Plan detailing development opportunities with the customers.
▪Maximized revenue from designated accounts through professional account management.
▪Identified opportunities for relationship development and further business opportunities within key accounts.
▪Managed assigned projects and programs as a country coordinator between market and headquarters.
▪Acted as a liaison with Product Development team on forthcoming products to ensure compatibility with accounts' needs.
▪Conducted regular meetings and performance reviews, and documented it for distribution internally and for the customer.
▪Contracted new customers and re-contracted existing customers, within the criteria set in the “Expenses and Authority Level Policy”.
▪Made sure hardware equipment are delivered on time.
▪Participated in the installation of hardware and software for the accounts.
▪Initiated recurrent product training to subscribers.
▪Performed on-site visits to customers in accordance to call frequency goals and provided on-site training as part of the duties.
▪Ensured that subscriber’s bad debts are collected.
▪Provide product enhancement recommendations to Product Development Group.
▪Ensured high quality service and support to existing customers.
▪Assisted customers in maximizing their system usage through consultation.
▪Prepared weekly and monthly reports to be revised by the Country Manager and Area Director.
▪Actively participated in achieving yearly set revenue target to exceed GBP 1, 550, 000.
▪Contributed to the overall selling effort ensuring quality net revenue GBP 1, 195, 000.
▪Acted as a key user to the implementation of the AMADEUS System, and was one of the effective members of the team working on the cut-over procedure to ensure meeting the deadline, working live with the new system.
▪Handled exploiting fare increases and USPs Vs competition.
▪Identified selling opportunities whether in tele-sales or sales shops duties and exploited them to increase BA revenue.
▪Offered value-add products to enhance the selling effect and close the sale.
▪Understood customer requirements and matched BA products to suit their needs.
▪Consistently actioned /replied to queries received throughout the working day.
▪Built-up team spirit with the rest of the company departments to secure customer satisfaction from all aspects.
▪Established rapport with commercial accounts and trade members.
▪Research Methodology ▪Managing the Human Resource ▪Operations Management ▪Financial Management ▪Managing Change in Organizations ▪Personal Skills Development ▪Strategic Analysis ▪Strategic Management ▪International Marketing ▪Marketing Research ▪Strategic Marketing