Senior Renewal specialist
Nintex
مجموع سنوات الخبرة :14 years, 9 أشهر
• Overseeing all assigned contract renewals, which includes working directly with customers and partners, to ensure timely and accurate execution
• Holding regular proactive meetings with key Partners and customers in the Region to identify any risk to on time renewals and manage the process to mitigate that risk
• Refining renewal strategic that proactively engage a client in chopping the churn rates
• Conduct check-in meetings with customers outside of the renewal timeline to gauge customer satisfaction, identify upsell opportunities and/or potential risk
• Augmenting the upsell and cross-sell opportunities
• Meeting the desired goals and establishing metrics
• Positioning services and escalating pain points to the sales and customer success team
• Manage the ‘At Risk’ process for your customers working with the Customer Success Manager
• Preparing the renewals letters, quotation and notifications .
• Hold regular 1:1 meeting with peers in Account Management, Finance, Partner Management and Customer Success for MENA region
• Ensure the CRM system is up to date with the current status of renewals, tasks and activities
• Provide accurate forecast information weekly via forecasting system and discuss details with Regional Renewals Director/Manager
• Identify process improvements and implement best practices to optimize the software renewals program
• Contribute ideas to help with the continual improvement of all renewals-based processes
- communicating courteously with customers by telephone, email, letter and face to face;
- cross selling for the products and services
- Definition of service level agreements (SLAs) related to contracted services and that escalation flows are in place, advise technically on escalations.
- investigating and solving customers' problems, which may be complex or long-standing problems that have been passed on by customer service assistants;
- handling customer complaints or any major incidents, such as a security issue or a customer being taken ill;
- keeping accurate records of discussions or correspondence with customers;
- analyzing statistics or other data to determine the level of customer service that organisation is providing;
- producing written information for customers, often involving use of computer packages/software;
- developing feedback or complaints procedures for customers to use;
- improving customer service procedures, policies and standards for your organisation or department;
- meeting with other managers to discuss possible improvements to customer service;
- keeping ahead of developments in customer service by reading relevant journals, going to meetings and attending courses.
Have you consid
Jan 2010 - Present "Fourth Dimension Systems LLC" Dubai - UAE
Customer Relationship Officer
• Customer follow-up & up-selling.
• Establishing good client and business relationships.
• Market research and analysis of customers and competition.
• Negotiate between Business to Business (B2B) contacts and Business to Customer (B2C) contacts.
• Building rapport with clients and ensuring a high level of interaction and customer satisfaction.
• Product and service management.
• Inventory and allocation acquisition and management.
• Up-selling.
• Brand management.
• Negotiating prices and service packages with customers and partner companies.
• Identify new selling opportunities.
• Monitor the services offered to customers as agreed in the contract and ensure that service levels are achieved.
• Working directly with customers to renew expiring contracts and upsell additional services Interfaces with Customer Service and Sales organizations to ensure sales goals and performance metrics are achieved.
• Creates and maintains a catalogue of all existing services offered.
• Analyses and reviews all achieved service levels and conducts comparisons with SLAs
• Meet sales targets defined.
• Ensure Maintenance Contracts are renewed prior to expiration; engage with internal Sales counterparts, partners and customer on all aspects of the sales cycle, from quotation to close.
• Identify opportunities to upsell Services into accounts.
• Manage and submit timely and accurate sales forecasts to management.
• Ensure appropriate customer or service issues are escalated to management.
• Ensure accurate quotations are provided to customer 90 days prior to contract expiration.
• Adhere to the corporate Renewals policy and practices, and meet defined performance metrics.
• Work cross organizationally as part of regional sales and services team.
Sep 2008 - Dec 2009 "Fourth Dimension Systems LLC" Amman - Jordan
BMC Service Desk Express Technical Engineer
Duties:
• Investigate technical aspects and root cause of problems.
• Initiate corrective actions to rectify problems.
• Develop preventative measures to prevent recurrence of problems.
• Assess the impact of deviation on product quality.
• Ensure meeting of key timing commitments.
• Coordinate with technicians in developing engineering designs.
• Determine product disposition and various technical issues relating to a product.
• Implement best practices in developing technical solutions
• Government Financial Management Information Systems (GFMIS)
• National Information Technology Centre (NITC)
• Islamic International Arabic Bank (ALL BRANCHES)
Sales Engineer: video conferencing solution.
• searching for new clients who might benefit from company products or services and maximizing client potential in designated regions;
• developing long-term relationships with clients through managing and interpreting their requirements;
• persuading clients that a product or service best satisfies their needs in terms of quality, price and delivery;
• negotiating tender and contract terms and conditions to meet both client and company needs;
• calculating client quotations and administering client accounts;
• providing pre-sales technical assistance and product education, and after-sales support services;
• meeting regular sales targets and coordinating sales projects;
• making technical presentations and demonstrating how a product meets client needs;
• liaising with other members of the sales team and other technical experts;
B.A. in Communication and Software Engineering.