Senior Account Manager
Polaris Wireless LLC
مجموع سنوات الخبرة :17 years, 9 أشهر
Secure contracts by implementing Break-In Strategies, Business Development Plans and establishing robust connections with both current client base and prospective customers. Amplify market presence and companys bottom line through execution of strategic sales strategies in partnership with global sales leadership. Pinpoint and capitalize on new business opportunities by developing and negotiating innovative sales deals and contracts, underpinned by market research, strategic pricing strategies, and thorough competitive analysis. Meet companys financial targets by efficiently working together with Finance team.
• Achieved 100% customer retention and Customer Satisfaction rate by streamlining account operations, which involved effective management of both Pre-Sales and Post-Sales phases.
• Demonstrated consistent growth and market dominance by generating over $ 100M in sales and revenue within niche market in five-year period.
• Provided continuous consultative services to Customers and Sales Leadership team in expanding presence within new regional markets.
• Bolstered revenue by closing multi-million-dollar deals with Vodafone and ROP.
• Played key role in designing customized products aligned with client requirements while seamlessly coordinating with Cross Functional Teams.
• Lead the team (Tiger Team) to improve the Solution Document process to reduce ambiguity by 90%.
Spearhead planning and implementation of customer contracts and projects within time and budgetary constraints. Ensure project execution is adhered to set objectives by collaboratively defining project strategy, deliverables, timeline, essential resources and technology requirements with project teams and managers; implement contingency strategy to address and mitigate risks impacting service quality. Monitor and report progress updates to ensure that projects aligned with both customer expectations and project objectives. Additionally plan, manage, mentor and lead the team to achieve the goals Page 2
• Mitigated Scope Creep by 90% by improving project management/communication by improving the project documentation process.
• Active Engagement with Customer, Product and Engineering in development of the products and reduced the Change Request frequency by 40%.
• Designed and delivered routine service reports to companys top executives, incorporating key performance indicators (KPIs) and service level agreement (SLA) metrics, enabling informed, data-driven decision-making.
• Participated in negotiations to secure new sales deals and support contracts with clients, leading to significant increase in annual revenue by 10%.
Responsibility as Functional Manager to direct Local Support and Remote Support teams across diverse international regions. Develop comprehensive reports and improvement plans to keep internal and external stakeholders informed of account progress while consistently monitoring and improving established KPIs in collaboration with customers. Employ robust communication skills to seamlessly coordinate with procurement team, resulting in efficient management of 3PP contracts and achieving significant cost savings. Guarantee adherence to budgetary constraints while aligning with Unadjusted Margin Targets by thoroughly analyzing contract budgets, conducting process audits, and devising innovative delivery models.
• Boosted and maintained customer satisfaction Index over 90% for Ooredoo and Omantel by providing exceptional service quality to strengthen customer relationships.
• Led expansion of sales funnel by collaborating with account teams to proactively actively spot and leverage new Add-On-Sales opportunities of values approximately 10% of the SLA contract Year-on-Year.
• Drove improvement across service delivery performance and overall productivity by actively participating in process improvement engagements, training and mentoring newly appointed or promoted employees.
• Increased annual revenue by crafting, negotiating, and finalizing Customer Support Contracts/Deals with local Telecom Operators.
• Ranked by Ericsson as third-best SDM in RMEA in 2016 in recognition of superior performance and leadership.
Met and exceeded SLA timeframes by expertly troubleshooting and resolving critical issues related to CS-Core and RAN Network components, including MSC, MSS, MGW, BSC, and RNC. Kept stakeholders well-informed of progress on reported problems through management of seamless communication.
• Enhanced network performance and reduced operational costs by executing upgrades and updates for CS and RAN networks, harnessing full capabilities of Ericsson OSS system.
• Empowered new employees and university interns to quickly integrate into the team and contributed to department productivity by orchestrating training sessions.
Additional Experience