Professional Services Manager
NCR
Total years of experience :27 years, 1 Months
• Assume responsibility for the functioning of the Professional Services team
• Generate demand and inform customers of solutions/services
• Construct an account plan/strategy in line with the customer requirements
• Submit and present a comprehensive technical & business proposal
• Incorporate a closing strategy to WIN and finalize terms & conditions (The support of the legal team)
• Compile, negotiate, and finalize customers’ contracts, master agreements, and SOWs
• Instrumental in surpassing 100 percent of PS revenue objective in 2014, 2015, and 2016
• Deliver sales presentations, formulate proposals, and confirm multi-million dollar deals with the megabanks in Saudi Arabia
• Develop and manage an in-depth project schedule. Play a pivotal role in scoping, planning, costing, and pricing projects
• Oversee the development of the statement of work
• Ensure customer expectations are as per the established statement of work. Direct the resolution of all issues/action matters
• Support the creation of a project environment that consists of formulating and maintaining a role/responsibility matrix, personnel plan, and resource schedule for every project member
• Leverage project reports, including project financial and project reporting compliance to measure and assess progress against the project schedule
• Confirm the correctness of monthly forecasts, Billings. Manage procurement and payment of contractors
• Actively involved in the delivery of professional services projects for the customers in Saudi Arabia
• Utilized specific processes & tools to make sure every customer site/project is completed on time as per the customer's expectations
• Drove the implementation of complete mega software development projects, ATM rollout projects, and Retail Kiosks customization
• Compiled a weekly status report that is circulated and assessed every week with the customer during status meetings
• Supported the requirements of university clients on a contract basis
• Interfaced with clients to finalize the scope of the project. Assessed existing systems and procedures
• Oversaw custom built web solutions concerning graphic design, information architecture, and application development
• Communicated with other web development professionals, including designers, production staff, and programmers
• Elucidated execution plans, managed the integration of Commercial Off-the-Shelf (COTS) systems with fundamental university systems like student records, financial & human resource systems, and centralized authentication
• Directed a University-wide online training program developed internally by the faculty & staff
• Assumed responsibility for various aspects of customer services operations, including training of more than 100 staff, communicating with the client, and briefing senior management on outcomes
• Received a recognition award for exceptional performance
• Established systems/programs. Functioned as a liaison between the organization and several vendors
• Actively involved in applications management, system installation & customization, data networking, and operations support
• Evaluated the current RFP (Request for Proposal) documents to identify compliance with proposal needs
• Facilitated compatibility of product
• Managed production logs and cost data for project scheduling, budgeting, and billing
• Performed market research and identified new opportunities for optimizing the revenue from the Iraq Reconstruction Project
• Used research skills for providing key information while supporting the legal personnel and company executives in successfully protesting a contract award
• Managed day-to-day operations of Web site. Responsibilities included updating the dynamic content management system and approving and editing content generated by the organization five departments
• Added streaming digital video, performed search engine optimization and worked on website redesign which resulted in an increase in website traffic of 900 percent
• Managed a project team responsible for designing and implementing enterprise wide systems integration from existing legacy databases to a web-based Customer Relation Management (CRM) and fundraising tool
• Enhanced network security through anti-virus, anti-trojan, and firewall protection. Worked with the FBI to initiate an investigation to track down a hacker on the west coast
• Maintained e-mail accounts, Internet connectivity, and performed general help-desk functions for the entire organization
• Developed and maintained organization's web site using PHP, MySQL database, and HTML
• Trained staff on new technologies. Troubleshot, upgraded, and installed software and hardware
• Analyzed, researched, and appraised LANs, hardware and software, and prepared proposals to the organization's board of directors