Principal Solutions Consultant Customer Experience, CRM
Oracle
مجموع سنوات الخبرة :25 years, 3 أشهر
Advise organizations on disruptive and innovative CRM and Customer Experience business solutions across the enterprise.
Create Short, Medium and Long term road-maps for organizations encompassing cutting edge Customer experience technology
Social Media Applications Specialist. Including: Social Listening, Social Engagement, and Social Marketing
Helping prospects and customers in structured Customer Experience Workshops to determine value and find solutions to existing business problems using tools such as Customer Lifecycle Journey Mapping
Engaging on a daily basis with C-Level executives to leverage customer experience programs to enhance business outcomes and overcome issues. Carry out Customer Pain Point Analysis
Help align people process and technology to deliver the Right Customer Experience for clients
Understand end to end business processes such as ERP and CRM and incorporating CX within the value chain as a differentiator
Deliver Customised Solutions based on Oracle's CX suite:
Marketing (Eloqua, Responsys), Sales (Sales Cloud, CPQ), Service (Rightnow, TOA)
Special Focus on Cloud Marketing Automation: Responsys, Eloqua and SRM
Industry Expertise:
Financial Services
Airlines, Travel and Transport
Retail
Telecoms
Leading a South East Asia based team of Consultants focusing on CRM applications, providing pre-sales support and solutioning to CRM sales teams regionally.
As a CRM Presales Lead, I have been involved in holistic, regional and international consultancy, focusing on multiple areas of organizational transformation. Encompassing a broad spectrum of different sectors (Insurance, Retail, Communications, Banking, government agencies, property development, healthcare/life sciences, logistics, retail, automotive).
In my role I Advise organizations on how become more Customer centric and focus on the holistic customer experience.
Highlights:
* Advised a regional Insurance conglomerate on customer retention and customer lifecycle management
* Helped a regional Utilities organization develop customer facing processes
* Assisted regional financial institution to develop a mobile CRM strategy
Regional Manager for Applications Solutions Pre-Sales Consulting, focusing on CRM solutions, and leading a team of ERP and CRM Applications specialists within the South Asia Growth Economies Region.
My role involves supporting and driving CRM and ERP Product sales and strategies across Asia Pacific. Involved as an advisor to key customers rolling out CRM and ERP Solutions in this market. Developed strong product knowledge and value positioning strategies in sales engagements. Involved in developing strategies associated with Loyalty Management, Sales, Marketing and Customer service within a number of key industries. Helped deliver a number of multi-day workshops to Telcos, Financial Institutions on their Loyalty, and CRM roadmap and Strategy. Developed framework for execution of these plans.
Responsible for presenting Salesforce.com's product offerings and architecture in the best light to prospects and customers, to evoke confidence in Salesforce.com's technology infrastructure, and removing all technical objections in the sales cycle. Support the pre-sales efforts geared towards large enterprise customers. This includes understanding the needs of large enterprises and translating those needs into a demonstration of Salesforce.com's functional and technical capabilities.
Responsibilities:
•The development and delivery of differentiated custom solutions and presentations, including advanced technical concepts, to key decision makers to address their business issues and needs
•Delivery, in an effective and timely manner, on RFI / RFPs
•Orchestrating a technical sales cycle which requires involvement of multiple resources.
•Designing winning salesforce.com solutions to enable client's business initiatives to be realised.
•Fully understanding and clearly articulating the benefits of salesforce.com to all levels including line of business managers and "C" level executives
•Proactively supporting relationships with customers and partners.
•Participation in all appropriate product, sales and procedural training and certification to acquire and maintain the knowledge necessary to be effective in the position
From May '05 assumed aseries of designations in the ASEAN region pertinent to business development and presales solutions. Currently serving in the capacity of CRM Presales Solutions Specialist.
Designation Chronology :
• June '09 - Sep. '10 : Applications Presales Manager, ASEAN Region
• April '06 - June;09 : CRM Presales Solutions Specialist, ASEAN Region
• May '05 - Apr '06 : CRM Business Development Consultant, ASEAN Region
• May '05 - Apr '06 : CRM, ERP Sales Consultant & Account Manager SAGE West
• Aug '03 - May '05 : Sr. Sales Consultant.
• Dec '02 - Aug '03 : Application Business Support Officer.
• Mar '03 - Aug '03 : Sr. Application Consultant.
• Feb '99 - Dec '02 : Sr. Consultant.
Highlights : (As a CRM Presales Solutions Specialist)
• Providing comprehensive pre-sales technical and functional support to sales teams to elucidate value propositions of the Siebel CRM OnPremise and OnDemand solutions.
• Conducting BPR and requirements analysis at several organizations
in addition to organizing seminars and conferences at international conferences and premises of bluechip organizations and SMBs.
Highlights : (As a CRM Business Development Consultant)
• Increased CRM pipeline by an additional USD 11.5 M.
• Worked closely with the Oracle Sales/Pre-Sales team and Oracle Partners to bring industry knowledge and content to client opportunities for sales closure.
• Represented Oracle's CRM solution offerings at exhibitions, seminars, conferences and other business events, provided training to partners on CRM Product and industry solutions, developed vision and strategy.
• Created several sales kits and business development material, delivered workshops to C- level management, functional consultants and end users and initiated demand generation across various channels.
The company founded in 1977 is one of the major companies developing database management systems and the world's second largest software company
Responsibilities :
• Nurtured stellar customer relationships across all levels and providing value-added services in line with customer’s needs.
• Assisted users towards acclimatizing themselves to new business processes and applications, endeavored to provide a consistent response aligned to expectations.
• Served as a primary point of contact for support initiatives, facilitated activities across sales, education, consulting and third party partners.
• Prioritized critical issues demanding attention and resolved them prior to escalation by leveraging the appropriate resources available.
• Educated customers to ensure optimum functionality of deployed software and performed troubleshooting right from implementation to post production.
• Created and maintained detailed reports and dossiers of all issues and potential technical assistance requests to serve as a future reference.
Promoted to Sr. Sales Consultant from Aug '03 and was Sr. Application Consultant for a period of 3 months from Mar '03 - Aug '03 prior to the same handling several multi disciplinary projects.
Key Projects handled as Sr. Sales Consultant & Sr. Application Consultant:
• Suzuki Indonesia.
• Starhub Singapore.
• Warid Telecom.
• Mobilink
• National Logistics Cell
• Ministry of Information and Technology.
• Dewan Farooq Motors.
• Hino Pakistan.
• National Bank of Pakistan.
• Export Promotion Bureau.
• Bangladesh Central Bank.
• Sub Continental EGovt Projects. ·
• Sui Northern Gas. ·
• Jang Media Group.
• Central Depository Company. ·
• Pakistan International Airlines.
• Karachi Stock Exchange.
• Grameen Phone.
• ZTBL Bank.
• Atlas Honda.
Overall Responsibilities :
• Worked closely with the sales team and partners to leverage industry knowledge and content to capitalize on client opportunities and close major deals.
• Provided training on CRM products and industry solutions to develop sales collaterals, conceived strategic road maps and devised industry specific CRM solutions.
• Imparted training to functional consultants and end users, delivered live demos, created business flows and envisaged process re-engineering
• Developed the solution bundle Internet Business Flow for the higher education sector, ascertained scope, deliverables, project and resource plans.
• Engineered the flow encompassing both OSS and CRM modules including telesales, online marketing, call center and various foundation products.
Key Projects handled as Senior Consultant(Feb'99-Dec.'02):
• AT&T-Bridgewater, New Jersey.
• United Asset Coverage, Naperville, Illinois.
• Lexicon Marketing, Los Angeles.
• uBid.com, Chicago.
• Loomis Fargo & Co. Houston, Texas.
• Myfacilities.com/Honeywell, Minneapolis
Overall Responsibilities :
• Conducted fit analysis of client’s business processes to the campaign to results, lead to opportunity flow and opportunity to order flows. Engaged in a variety of product deployment and support initiatives country wide for e-Commerce, CRM and knowledge management initiatives.
• Determined product solution based on analysis results, identified opportunities to re-engineer existing business process to accelerate ROI and improved service delivery.
• Gathered user requirements and headed translation sessions, developed and executed test scripts in addition to knowledge and document management initiatives.
• Mapped business requirements for a Wireless Service provider, involved in the rapid implementation of the CRM suite and performed client testing and usability runs.
• Specialized across ERP products, especially in order management and inventory, AR and pricing modules.
• Demonstrated knowledge management portals to external customers and prospects and served as a liaison between the CRM consultants and applications development group.
• Furnished periodical support metrics, issue resolution statistics, and maintained Americas Practice knowledge base in the fields of eCommerce and CRM.
• Conceived databases for re-usable code and client case studies and assisted in the development of all activities for the eCommerce 3i, 11i and CRM implementations.
Executive Education Program Customer Relationship Management (CRM) Strategy •Fundamental understanding of both the theory and application of successful CRM •Evaluate how appropriate a CRM strategy is for organisations •Basic marketing principals of CRM to organisations •Recognize and meet the needs of different customer types •Launch, assess or advise on CRM initiatives
• Siebel CRM OnDemand Administrator Essentials • Oracle CRM 11i eCommerce Boot Camp • Sales and Marketing 11i Bootcamp • Oracle Applications ERP • Peoplesoft CRM Applications training • Siebel CRM Applications (Siebel Essentials 7.7), • Siebel Jumpstart for SCs, • Siebel FINS Industry training • NetClasses/Self-Study: Service 11i. Workflow2.5 • eCommerce: iStore, iMarketing, iPayment • Knowledge Management: Enterprise Portal, WebDB • Technical: Database Administration, Oracle DB 7.0, SQL, PL/SQL, Developer 2000, Forms 4.5, Reports 2.5 • Web: Introduction to Web Design, Active X, Intro to VB Script and Front Page 98, HTML, Object Oriented Programming, Java Script • Islamic Banking Certification • Temenos Core Banking
• Maintained a cumulative GPA of 3.8 on 4.0 for entire duration of study. • Career Counselor for first-year students.
• Cumulative GPA of 3.7 out of 4.0 • Jun 1997 : Academic and Professional research assistant to Three Professors.