Senior Account Manager
Polaris Wireless LLC
Total years of experience :17 years, 5 Months
• Executed Break-In Strategies and Business Development Plans to secure contracts and build strong client relationships.
• Formulated and executed strategic sales approaches, boosting market presence and revenue.
• Guided stakeholders and leadership on market entry strategies through comprehensive market research, tactical pricing, and competitive analysis.
• Partnered with cross-functional teams to design customized products tailored to client needs.
• Optimized account operations by overseeing Pre-Sales and Post-Sales phases.
Key Achievements
• Generated over $100M in sales within a niche market in five years.
• Added two new multi-million-dollar accounts (Vodafone and ROP).
• Led a cross-functional team to refine the Solution Document process, reducing ambiguity by 90%.
• Secured on-time collections exceeding $120M in five years.
• Spearheaded planning and implementation of customer contracts and projects within time and budgetary constraints.
• Ensured project execution adhered to set objectives by collaboratively defining project strategy, deliverables, timeline, essential resources, and technology requirements with project teams and stakeholders; introduced contingency strategy to address and mitigate risks impacting service quality.
• Monitored and reported on project progress to ensure alignment with client expectations and objectives.
• Planned, supervised, mentored, and guided the team to accomplish desired goals.
Key Achievements
• Reduced scope creep by 90% through enhanced project management and communication via improved project documentation processes.
• Actively engaged with customers, product teams, and engineering departments in product design, reducing change request frequency by 40%. Page 2
• Designed and delivered routine service reports to company executives, incorporating key performance indicators (KPIs) and service level agreement (SLA) metrics, enabling informed, data-driven decision-making, and reducing decision-making time by approximately 20%.
• Directed local and remote support teams across diverse international regions while executing the Customer Support Contracts to support complex network escalations.
• Crafted comprehensive reports and improvement plans to keep internal and external stakeholders informed of account progress while consistently monitoring and enhancing established KPIs in collaboration with clients.
• Ensured adherence to budgetary constraints and alignment with unadjusted margin targets by thoroughly analyzing contract budgets, conducting process audits, and devising innovative delivery models.
Key Achievements
• Boosted and maintained the Customer Satisfaction Index for the Ooredoo account from 70% in 2011 to over 90% until 2018 by providing exceptional service quality, strengthening client relationships.
• Steered the expansion of the sales funnel by collaborating with account teams to proactively identify and leverage new add-on sales opportunities, resulting in an approximate 10% increase in SLA contract value year on-year.
• Drove improvements in service delivery performance and overall productivity by actively engaging in process improvement initiatives, training, and mentoring newly appointed or promoted employees, which resulted in a 10% reduction in problem resolution time and overall costs.
• Ranked by Ericsson as third-best SDM in RMEA in 2016 in recognition of superior performance and leadership.
• 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.
• Proactively collected network data from the Managed Services team to forecast potential anomalies and take corrective action.
• Ensured consistent communication with stakeholders to keep them updated on progress.
Key Achievements
• Elevated network performance by quick and proactive troubleshooting, resulting in a 35% reduction in emergency and high-severity cases.
• Mentored over 5 new employees and university interns, helping them quickly integrate into the team.
Additional Experience
• Created Network configuration scripts with the target of one script in seven days for Telecom Core node MSC.
• provided support to Project Field Engineers resolving any issues encountered with configuration scripts.