Urooj Ikram

𝗖𝗼𝗳𝗼𝗿𝗴𝗲 - 𝗙𝗼𝗿𝗺𝗮𝗹𝗹𝘆 𝗡𝗜𝗜𝗧 𝗧𝗲𝗰𝗵𝗻𝗼𝗹𝗼𝗴𝗶𝗲𝘀

* Leading as a Customer Success partner for strategic enterprise accounts across BFSI, TTH, Healthcare, and Government sectors, ensuring customer satisfaction, adoption, and retention.

*Owning post-sale account engagement, working closely with sales, delivery, and leadership teams to ensure successful onboarding, solution adoption, and value realization.

*Managing ongoing client relationships, including CXO- and senior stakeholder engagement, to understand business objectives and align technology outcomes.

*Tracking and reviewing account health indicators, including:
• Engagement levels
• Pipeline maturity
• Risk indicators impacting renewals or expansion

*Proactively identifying churn risks and escalation points, coordinating internal support to improve customer outcomes and prevent revenue leakage.

*Supporting renewals, expansions, and upsell opportunities by identifying new use cases, growth areas, and cross-functional solutions.

*Partnering with the Senior Vice President to drive customer success governance across the GCC, including regular reviews with sales teams and client partners.

*Supporting teams with RFP/RFI responses and customer-driven solution positioning aligned with client success goals.

*Maintaining forecasting, reporting, and account plans covering committed targets, best estimates, renewals, and growth opportunities.

*Acting as a bridge between customers and internal teams, ensuring feedback, expectations, and delivery outcomes are clearly communicated.

* Proactively sourcing new sales opportunities by following up on inbound leads and making outbound cold calls and emails. Primarily focusing on engaging with Enterprises and Government Entities.
* Specifically working with the Intelligent Automation portfolio, with a specialization in \[Automation Anywhere & Power Automate\], Low Code \[Mendix, Power Platform\], Data & AI \[ Alteryx, DataIQ, Qlik, PowerBI, SplashBI\], Enterprise Information Management \[OnBase by Hyland\], Digital Commerce & Customer Service Solution \[Novomind\], Banking Solution \[BankIQ\], Digital Signature, OCR & Print Management Solution.
* Additionally, also looking for the prospect for managed services and resource outsourcing.
* Managing the CRM system and effectively communicating with inbound customers through website chat and WhatsApp Business across the GCC.
* Identifying qualified opportunities and forwarding them to the respective Sales and Practice Managers for further development and closure.
* Meeting weekly, Monthly & quarterly sales targets.
* Conducting thorough market research to identify potential accounts and opportunities.
* Identifying qualified opportunities and effectively routing them to the appropriate Sales Managers & Practice Managers to further develop and close deals.
* Conducting thorough research on accounts, identifying key stakeholders, and generating interest in our products/services.
* Facilitating the coordination of meetings between Practice Managers, Sales Managers, and potential clients, while actively participating in the initial meetings to gather requirements effectively.
* Conducting regular follow-ups with clients to maintain relationships and ensure a smooth progression of the sales cycle.
* Monitoring and tracking submitted proposals to proactively address any potential obstacles and ensure successful deal closures.
* Maintaining and expanding your prospect database within GCC region.

• Coordinate project management activities, resources and information.
• Liaise with employees to identify and define requirements, scoping documentation.
• Assign tasks to internal teams and assist with schedule management.
• Creating task and assignment in helpdesk system.
• Update project progress and handle any issues that arise with the team and management.
• Act as the point of contact and communicate project status to all participants and management.
• Monitor working hours, plans and expenditures.
• Create and maintain comprehensive project documentation, plans and reports.
• Manage agendas/appointments etc. for the management.
• Submit timely reports and prepare MOM/presentations/proposals as assigned.
• Completes operational requirements by scheduling and assigning employees and following up on work results.

• Communicate with clients to identify and define project requirements, scope and objectives.
• Coordinate activities, resources and information.
• Help prepare project proposals, timeframes, schedule and budget
• Manage, control and coordinate project schedule & implementation to make sure the project to be completed on time
• Monitor and track project’s progress and handle any issues that arise.
• Prepare/update project status reports, process invoices, update tracking reports, and maintain files for due diligence and financials.
• Create and maintain comprehensive project documentation, plans and reports.
• Regular follow up with clientele for the revenue collection, up-selling, solving technical disputes, maintaining accounts receivable performance and payer related issues.
• Meeting corporate clients and giving company presentations and Technical Product Introductions.

• Negotiating on Payment Schedules via calling and emailing to make sure smooth cash
inflow against the set milestones of the project with the clientele.
• Regular follow up with clientele for the revenue collection, up-selling, solving technical
disputes, maintaining accounts receivable performance and payer related issues.
• Meeting corporate clients and giving company presentations and Technical Product
Introductions.
• Actively doing inside sales and maintaining Sales Life Cycle database and profiling of
customers from Pakistan, UAE and KSA markets.
• Hands on experience on working with CRMs like (Hubspot, Sugar CRM, SAP Learning Hub
Portal, Qlik Partner Portal, Podio, etc).
• Successfully completed several SAP Certifications for HR, Sales and Marketing modules.
• Participating in Corporate events to widen network and hunt for sales prospects.
• Successfully lead a team of 11 inside and outside corporate sales professionals.
• Actively doing Technical Proposal writing, request for proposal/ quotation (RFPs / RFQs) and
participating in tenders.
• Preparing over all customer profiling report to evaluate the clientele on quarterly basis.
• Develops and maintains positive client relationship and coordinate with clients with various
functions within the company to ensure client requests are handled appropriately.

• Hands on experience on working with CRMs like (Hubspot, Sugar CRM, SAP Learning Hub Portal, Qlik Partner Portal, Podio, etc).
• Successfully completed several SAP Certifications for HR, Sales and Marketing modules.
• Awarded Sales Architect Performer of the year for three consecutive years.
• Following up with customers for payment collection, solving technical issues throughout the order to payment cycle of the project.
• Involved in inside sales and inside sales management.
• Single-Handedly managing corporate Events and participating in corporate industry events.
• Successfully lead a team of 20 inside and outside corporate sales professionals.
• Interviewing and leading Training of the new induction of employees.
• Participating in tenders and preparing request for quotation (RFQs) document, Technical Proposal Writing.
• Preparing over all customer profiling report to evaluate the clientele on quarterly basis.
• Coordinating with internal departments to resolve the client’s day to day and ongoing issues and take the proper follow up whether the
client’s queries and complaints are dealt properly.
• Responsible for managing all aspects of the business relationship with the clients.
• Responsible for negotiations on after sales services.
• Develop Account Plans, Account Strategy and its execution.
• Develops and maintains positive client relationship and coordinate with clients with various functions within the company to ensure client
requests are handled appropriately.
• Identify sales prospects and contact these and other accounts as assigned.
• Developing new sales strategies to generate revenue.
Clients:
* Byco Petroleum
* Aisha Steel Mills (ASM)
* Pakistan Petroleum Limited (PPL)
* International Textile Limited (ITL)
* Lucky Cement
* University of Lahore (UoL)
* Fauji Fertilizer Bin Qasim (FFBL)
* Philip Morris (Pakistan) Limited
* WAK Group
* Berger Paints
* Pakistan State Oil (PSO)
* University of Management & Technology
* K-Electric
* Engro Foods
* Agri Autos
* Adamjee Insurance

• Clear cut understanding of company goals, and work accordingly to achieve the goals.
• Provide proactive recommendations to meet marketing goals and objectives.
• Accomplishes marketing and organization mission by completing related results as needed.
• Prepare marketing strategies alongside other company executives and staff.
• Design brochures and making presentations.
• Maintain customer relationship programs and track customer satisfaction.
• Develop and lead a marketing team that will develop and execute new concepts, business models, channels and partners to position business as innovator and leader.
• Stay updated with latest marketing trends and competitor activities.
• Recommend creative and cost effective promotional activities.

▪ Attracts potential customers by answering product and service questions; suggesting information about other products and services.
▪ To maintain a healthy costumer’s relationship at all time, with costumer service key at entry level.
▪ Opens customer accounts by recording account information.
▪ Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining
the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
▪ Recommends potential products or services to management by collecting customer information and analyzing customer needs.
▪ Prepares product or service reports by collecting and analyzing customer information.
▪ Follow up to ensure that appropriate actions were taken on customers' requests.
▪ Preparing reports on the activities of the team.
▪ Rendering useful administrative support to other members of the customer care team.