Regional Account manager
Oracle
Total years of experience :12 years, 8 Months
• My primary responsibility as an Account Manager is to work with Oracle Banking customers (Public and Private banks in Egypt and Lebanon) in identifying their business priorities and collaborate with the support teams to ensure the customer priority areas are addressed. As part of this role, I work towards preventing escalations and where they occur, handle them by understanding and defining the problem statement, engage the solution SPC, enable conversations / discussions as may be required by the customer & SMEs, monitor progress and drive towards early closure of the escalations.
• I also build and manage relationships with the customer, ensure prompt renewal of support contracts, create and maintain customer CRM information, proactively identify any training needs of the customer, communicate and ensure implementation of best practices of support.
• I display a high degree of maturity in engaging with the C-Level customers and ensure customer retention in using our products.
• I maintain and grow the strategic business relationship with customer as a single point of contact, being aware of the length & breadth of the customer and ensuring customer satisfaction by effective utilization of current services / offerings and identifying opportunities that add value to the customer’s objectives & improves customer’s satisfaction levels of support services offerings thereby making him referential customer for possible cross & up selling.
• My focus is to deliver post-sales support and solutions to the Oracle customer base while serving as an advocate for customer needs. This involves resolving post-sales non-technical customer inquiries via phone and electronic means, as well as, technical questions regarding the use of and troubleshooting for our Electronic Support Services. A primary point of contact for customers, I am responsible for facilitating customer relationships with Support and providing advice and assistance to internal Oracle employees on diverse customer situations and escalated issues.
• Making action plans to turn accounts to successful ones from unsuccessful accounts.
Provide operational and technical support to the users of business applications to ensure that the business benefits of applications
continue to be achieved throughout their lifetime.
o Job Description: RouteNew unsolved bugs to the Development Team(including communicationwith international vendors),
Checking the integrity of the daily operations, Using Ad Hock Queries to create newtemporary reports, Provide on-the-job
training to newdepartment staff members, Increase the system users' usage, knowledge and raise their overall perception of the
application, Raise the need for a hot-fix to the development teams as needed by the business and ensure that it's deployed on the
needed time.
o I was responsible forBusiness analysis of certain projects listed belowwhere we did for it a reverse engineering, Also was
responsible for analyzing any problem the user gets has and try to fix or route it to the vendor or the development team.
§ Event Management System
§ Company's Portal (SharePoint platform)
o Systems I worked with:
§ Advent (Advent portfolio Exchange, MOXY, Import and Export Utility)
§ BlueCurve Financial Research System
§ Microsoft DynamicsCRM2011
§ Organization SharePoint Portal
Obligatory insurance:
I was responsible for training the customer users the system how itworks and gather the newrequirements and understand the
requirements verywell. And I was the responsible person in the change request from writing it and analyzing it till the developer
understands very wellwhat is needed.
o Accounting system:
I was responsible for searching and analyzing the accounting solutions in the market to see the features in each and determine the
best features and howit will help our scope. After analyzing the features I make a presentation to the project stake holders.
o Different projects:writing use cases, SRS, update the screens. Business testing on the system to make sure that the business has
been developed correctly. Responsible for the User Acceptance Testmeetings.
o Responsible for attending Google application training and transfer this knowledge to different kinds of employees.
o Responsible for searching for certain newsoftware to integrate them to our products to reach the maximumcustomer satisfaction
with our product. This searchingmakes me the SME in this product in the company and delivers the training tomy colleagues
and the customer after.
Card Tracking system\]: a reengineering for a self-designed and developed project simulating the tracking of product issuance (production, delivery and support). The new system should integrate with other core banking systems and is designed to be much more flexible, robust and secure. I was responsible for gathering the requirement from my manager after gathering it from the client, analyze the requirements, creating the needed documents and giving a session to the technical team including technical director, project manager, developers, QA team.
World food program \[Child Tracking system\]: A reengineering for a self-designed and developed project simulating the tracking of child who are enrolled in school and don’t go due to their work to feed their families. So this project enables WFP to track those children and track all the services given to them and what are their statuses. Also giving a session to the technical team including technical director, project manager, developers, QA team.
Back log scan: It is a digital archiving system that scans all paper documents and archives it on a Database with certain steps for testing and quality control.