Client Success Manager
Delta International Real Estate
Total years of experience :19 years, 0 Months
Duties:
● Plan CSM/ CRM strategies and platform structure ensuring it works seamlessly across the organization to capture all the required information at key points of the customer life cycle encouraging customer retention and customer loyalty.
● Customer Journey including relationship mapping, analyzing touch points with the clients and maximizing commercial future opportunities.
● Work closely with all relevant functions (Sales, Marketing and Finance) to ensure the CX and CSM KPI’s & CRM polices works effectively for all aspects of the company.
● Conduct direct and independent client feedback review sessions with clients either face to face or through other channels like online surveys, social media etc
● Monitor and maximize customer lifetime value strategies ensuring maximum profitability.
● Measure client satisfactions and advocacy (promoters and detractors) through recommendation
and satisfaction scores as well as win/loss rate and market (competitors) intelligence.
● Monitor detractor client, investigate areas of dissatisfaction and set up action plan to resolve any
issues.
● Classify master database by targeted industries and market activities.
Skills
● Strong planning and analytical skills.
● Deep understanding of the technical and business challenges that clients face.
● Capture opportunities to increase win rate, sales of related products and services.
● Monitor and analyze competitor activities to assess threats to important clients.
● Set revenue targets and identify resources needed to meet them.
● Identify and organize training, planned maintenance and other services, helping clients use the
company’s products more productively.
● Helping in set up online ordering, payment systems and other processes that simplify the
commercial arrangements with clients. Responsibilities
● Track data related to how the business interacts with service suppliers, raw material providers and other partners.
● Look for trends, handle problems and analyze communications, contracts and negotiations.
● Refine the company’s best practices.
● Recommend dropping specific partners detrimental to operations and adjusting communication
to build and strengthen relationships with partners for more profitability
The UMS is a Client/Server based system automating all the university transactions, including the following Key Components:
- Registration System (Using Advanced Combinatory for course filtering)
- Course Scheduling
- Help System
- HR/Payroll
- Workflow Integrity
- Advanced Reporting
UMS Administration
The Administration Module controls all the procedures related to the registrar, accounting department, students’ affairs and academic director. It also provides the administration the ability to get instant reports on all information related to students, faculty and academic information, as well as an integrated System Administration Module to control the overall flow of the system throughout the academic year.
The Administration Module also includes the Course Scheduler Module which enables the generation of precise and exact course offerings.
1. To provide quality student service
• To coordinate the Student Information System, conduct Preregistration, Completion, Registration and Drop/Add
• Coordinate the Student Information System and new student technology initiatives for the Main Campus and across the University
• Ensure compliance with Student Records Policy
• Record transfer credit, advanced placement, study abroad work, thesis titles, comprehensive examination results and grade changes
• Register and report grades for Consortium students.
2. To demonstrate the University's commitment to thoughtful treatment of its students, past and present, through the timeliness and accuracy of the transcripting system.
• Produce and mail transcripts
• Store & preserve academic records and inactive student folders
• Process grades and produce transcripts for non-credit students
• Retain copies of course descriptions.
3. To insure good order and an atmosphere conducive to academic activity by producing timely and accurate statistics, class rosters, grades, certifications and other reports, and by serving as a "watch dog" for academic policies.
• Produce official student lists, reports, statistics
• Publish the Student Directory
• Validate ID cards
• Certify student enrollment
• Process ID number changes, changes of school, name and address
• Interpret & enforce academic regulations
• Collect grades from faculty
• Record grades, produce and mail grade reports
• Produce Rank-in-class reports
• Order diplomas from tentative lists prepared by deans
• Monitor lists of graduates
• Rank undergraduates for graduation
4. To produce class and examination schedules which, as much as possible; serve the needs and preferences of faculty and students and to insure that the condition of the classrooms meets the needs of quality instruction.
• Prepare, publish, distribute class and examination schedules
• Assign classrooms: all semesters
• Reserve classrooms for special meetings, etc.
• Monitor classroom conditions
• Plan for provision of a sufficient number of technologically sophisticated and aesthetically-pleasing general purpose classroom
• Plan and direct classroom improvement projects
• Administer the Teacher Evaluation System
• Plan and coordinate the Schedule of Classes to insure that all curricular needs are met while responding to the preferences of faculty and students.
Student Development
Under the direction of the Director of LED, develop, promote, and direct campus events to ensure a balanced educational and social environment for students. Responsible for advising the Associated Student Body, facilitating council meetings for all student organizations, and providing guidance and assistance to staff or faculty advisors of student groups. Working with the student on services programs to promote the College by providing services to ensure that prospective students have the opportunity to participate and attend the institution.
Direct the Student Activities and Student Development Programs, but not limited to:
1. Direct, manage and evaluate the activities, programs and services of the Student Learning Engagement and Development Center.
2. Prepare and administer annual program budgets including recommendations and justifications regarding budget requests, authorize other fund expenditures.
3. Serve as chief advisor to; oversee and assist in developing a wide variety of activities, events, and programs designed for social, cultural, and instructional development of students.
4. Provide leadership seminars, training and workshops in various sections like University Servies & a lot of other skills training for student.
5. Develop, direct, and evaluate student activities and program operations; compile and analyze data related to student participation and program evaluation.
6. Coordinate and manage program activities with other student services functions and instructional programs; provide technical expertise and input concerning student activities; recruit and assist staff for events and activities.
7. Prepare and administer the disbursement of Student Life and Development funds; authorize expenditures of Student Life monies.
8. Develop, manage, and evaluate student activities and services; enforce rules and regulations in accordance with appropriate University policies.
9. Arrange for college representation at conferences and meetings concerning student groups; represent college administration at Student Government conferences.
10. Direct program activities with other Student Affairs functions, provide technical expertise and input concerning student activities; recruit and assist faculty advisors for clubs.
11. Establish, direct, and maintain master University event calendar of student activities and other publications which may be developed.
12. Participate in coordinating major student events such as graduation, Student Recognition Day, Honors Day, and other extra-curricular activities.
13. Motivate and guide student leaders in constructive and productive activities consistent with their objectives and College goals.
14. Establish, coordinate, and maintain a broad and well-supported club program responding to the interests of the students.
15. Direct the Summer Outreach Project targeting the recruitment of local high school graduates to the College.
Social Media specialist
Responsibilities
• Build and execute social media strategy through competitive research, platform determination, benchmarking, messaging and audience identification
• Generate, edit, publish and share daily content (original text, images, video or HTML) that builds meaningful connections and encourages community members to take action
• Set up and optimize University pages within each platform to increase the visibility of University social content
• Moderate all user-generated content in line with the moderation policy for each community
• Create editorial calendars and syndication schedules
• Continuously improve by capturing and analyzing the appropriate social data/metrics, insights and best practices, and then acting on the information
• Collaborate with other departments (Registrar Office, Enrollment, etc) to manage reputation, identify key players and coordinate actions
Handling all IT projects & Operation, from Initiation to Support, through the process of evaluating, planning, acquiring, and implementation; within budget & time frame. Maintains all IT services through their lifecycle from Design, Transition, Operation, and continuous Improvement.
Responsibilities:
• Actively participate in the process of documenting & issuing standard operation procedures related to IT resources & systems. In terms of security, usage, procurement, backup, hardware & software, etc…
• Translate IT strategy into detailed S.M.A.R.T action plans and lead IT initiatives to serve business objectives effectively and ensure quality solutions implemented.
• Continuously review and enhance the IT architecture and platform to ensure data integrity, automated platform, and maximum paperless procedures.
• IT Projects management & coordination and contribution to the implementation of projects and initiatives related to IT & Telecom infrastructure & IT security in accordance to International Standard.
• Provide all UMS users with scalability & flexibility through intensive support & training and written Standard Operation Procedures/Manual (SOP).
• Preparing yearly development Financial Plan with accordance Budget, Maintaining financial procedures and P/L monthly reports & P/L Justification.
• Identify, develop and implement IT contingency & business continuity plans and IT backup systems procedures and trial training.
• Maintaining full documentation and log for IT Resources, Network Peripherals, Telecommunication Resources User Issues, Licenses.
Selected Contributions:
• Managing Structured Cabling Project (1500 points) including Environment Preparation (Data Center) according to authority requirement using HP.
• Managing of CISCO Infrastructure Implementation Project (Voice & Data) included state of art Call Managers for IP Telephony Touch / Routing & Switching & Bandwidth Control and VPN / Wireless Networking.
• Managing Website Development and Email Communication Project for Corporate Office as well as the Belle Vue Hotels Group. And supporting the application after moving to production.
• Coordinating University application deployment as Property Management including UMS system, HRM, Printing Using RFID, IT Inventory & Monitoring Systems, Guard Tour Systems.