Service Account Manager/ Maintenance
epicor
Total years of experience :15 years, 7 Months
Follow Maintenance issues for existing customers
• Maximise existing maintenance revenues in the ERP software business through activities including:
• Manage territory accounts as assigned to revenue targets
• Verify billing accuracy and punctuality
• Proactive customer contact
• Management of contract quotation and negotiation
• Active marketing of the Support and Maintenance value proposition
• Coordinate issue resolution for customers
• Generate additional revenues through:
• Maintenance Winbacks
• Premium Support programs
• Manage existing processes to ensure:
• Billing, forecast and reporting accuracy
• Exception identification and error correction
• Assist Management with project deliverables
• Reporting and Metric Analysis
• Coordinate with support team for escalations and other critical issues with customers.
Representative Service Management
SITA (www.SITA.aero)
Aug. 2009 - Current
• Ensure all contract Service Levels are met or exceeded for each element of the contracted services. Escalate as required and act as an operational point of contact for Customers, Users, Service Providers and line management for any escalations.
• Ensure timely responses are given to all Customer Requests for Service or Request for Change RFCs and orders are delivered and billed to meet the customer's expectations.
• Provide Service Reports to customers and line management, holding regular reviews with the customer s to discuss their needs and the quality of services delivered.
• Ensure target Customer satisfaction survey results and MPP are achieved for the assigned Customer s and Contracts.
• Seek feedback from the customer and their users and develop, agree and implement any Customer Service Improvement Plans CSIPs required.
• Proactively seek improvements and innovations in the services delivered by both SITA service centers and service providers to support the assigned contract s ..
• Discuss the quality of support provided with internal and external providers and where necessary highlight the need for technicians and other support staff to develop additional skills to deliver the contracted services.
• Ensure the use of the corporate tools (eg Trillium) by SITA staff and third parties to report and update any relevant event related to incident management, problem management, change management and configuration management
• Ensure the appropriate distribution, management, control and refresh of Customer-owned or SITA-owned spares assets to support the delivery of services and/or where this activity is a contracted responsibility of SITA or its service partner s
• Prepare well managed invoices for the customer after making detailed billable processes.
Analyst ST/IMAC Agent at SITA SITA (www.SITA.aero) Sep. 2008 - Aug. 2009
• Ensure proper, cost effective and timely delivery of Installation-, Move-, Add-, Change orders for SITA services done by SITA/ ORANGE workshops.
• Receive, validate and assess standard service implementation orders and develop implementation schedules to optimize resources and components scheduling.
• Ensure proper follow-up of implementation to customers and SITA entities involved.
• Adjust implementation schedules and priorities based on vendor/SITA/customer constraints to give optimum solutions.
• Coordinate Supply and Site Intervention teams in terms of schedule and workload capacity.
• Ensure first level Technical support to the workshop teams/engineers for IMAC orders/projects.
PROJECTS
* Implementing two projects with Malaysia Airlines.
* Implementing handling site survey project with Ettihad Airline.
* Helped with implementing second operation phase for SV (Saudi Arabia Airlines)
Master Degree in English Language and Literature Middle East University / Amman- Jordan Jan. 2012 Honor student on the English Department. GPA: 3.89
Bachelor Degree in English Language and Literature Mutah University / Al Karak- Jordan Dec. 2007 Honor students for 3 semester in a row. GPA: 3.58