Account Manager
Nokia
Total years of experience :21 years, 11 Months
• Based in Erbil/Iraq and responsible for two customers.
• Prepare customer offer. Follow-up sales process internally and with the customer.
• Seeking the approval for the submission and the margin, per the internal process.
• Leading the customer negotiation and following-up the project till closure.
• Responsible for the budget and accountable in front of high management for the sales targets.
• Organize workshops introducing new products and new technology to the customer.
• During Selling Phase: In close coordination with Sales teams:
- Review and evaluate all services related documents and provide feedback such as contractual T&C, RFP, Responsibility Metrics, etc.
- Close Gaps in Back to Back alignment of customer and 3rd party contracts
- Identifying, recording, of risks during tendering. Ensure the generation of Risk Log.
- Review Assumption List and Confirm/Update Services/delivery Assumptions.
- Create contract summary to be distributed to stakeholders prior to PTA.
- Identify and resolve ambiguities. Quantify impact of unresolved ambiguities.
• During Execution Phase: In close coordination with Project Delivery teams:
- Overall projects governance; Project baselines (Scope, cost, Quality and Schedule)
- Auditing of claims and change requests according to process.
- Auditing, monitoring and mitigation of Risks during project life cycle.
- Auditing project delivery and compliance to the contract.
- Provide clarification to project teams regarding contractual obligation.
- Contract Benchmarking/KPI performance tracking.
- Ensure documented 3rd party contract closure.
- Entry Channel for any formal written incoming/outgoing communications with customers regarding delays, LDs or any other contractual issues.
• Based in Syria and responsible for STE “Syrian Telecom” account.
• Prepare offers, answer RFPs, prepare, and present the business case to upper management for approval.
• Handover the projects to project managers.
• Introduce new technologies and services to customer to improve STE network in addition to work processes and practices.
• Customer contracts negotiation regarding price, solution and best implementation methods.
• Monitors the projects life cycle, deliverables and KPIs and ensures the right implementation and customer satisfaction.
• Among Delivered projects: Hits Unitel “Y”/ Yemen, Hits Telecom / Uganda, DRC, CGC / Comoros Islands, and others.
• Projects knowledge areas include Fixed, 2G, 3G, WiMAX, CDMA, ISP, Packet switch, Transmission (MW, Fiber, SDH, and PDH), VAS, IN, civil works, and power.
• Negotiate with the regulator to acquire new telecom licenses.
• Selection of the right technology/supplier for the project.
• Developing RFP based on license requirements and technology.
• Deliver business plan to the CTO capturing the key issues related to project implementation outlining the scope, key issues, tactics, sensitive areas, risk analysis, etc.
• Define the work processes and approval authorization levels.
• Planning, supervision of the Program and its projects (Core, Radio, Transmission and Civil).
• Monitoring of the Program deliverables and the KPIs. Taking corrective actions if needed to meet the given expectations and deadlines.
• Collecting weekly and monthly reports of the projects to create the weekly and monthly report of the Program for the upper management.
• Budget planning and budget control.
• Identify, negotiate and select the local contractors and local suppliers.
• Setting the organization structure as well as managing the human resources.
• Build and manage project implementation and operation teams, and work on conflict resolution when needed.
• Auditing the workflow and provide recommendation to fine-tune the processes and/or structure.
• Among Delivered projects: STE - OAN Project / Syria, TCKSH - GSM WLL project / Kermanshah - Iran.
• Based in the regional office in Egypt.
• Tender negotiation and evaluation. Responding to RFP with help of technical, commercial and financial teams.
• Setting up the processes and workflow internally and externally (Customer & Subcontractors)
• Negotiation with Customer regarding all contractual aspects and project processes and workflows.
• Defining project scope, creating scopes of work, partnering with Headquarter to staff project teams to drive accelerated business change.
• Monitors the project deliverables, processes and KPIs. Ensures adherence to establish policies and procedures to maintain security and integrity, maximize output and minimize errors and expenses.
• Project planning, budget calculation and budget controlling.
• Supervising all teams (planning and execution) to meet the milestones of the project implementation plan such as core and network planning, implementation, testing and handover to customer.
• Reporting to Headquarter. Deliver a business plan to the Headquarter capturing the key issues related to Project Implementation outlining the key issues, tactics, sensitive areas, risk analysis, etc.
• Identify, negotiate, select and follow-up local subcontractors and local suppliers to control the project delivery within time, scope and budget; ensure that all activities comply with all relevant statutory and other regulations.
• Develops and manages Project teams and allocates workflow to ensure higher productivity, greater efficiency and smoother project implementation.
• Auditing findings and takes appropriate corrective actions.
• Among Delivered projects: Jordan Telecom Company.
• Technical leadership for the projects while having management tasks in parallel.
• Contract negotiation, implementation, and follow-up.
• Resource organization and administration.
• Manages customer operational complaints and advise subordinates on technical solutions.
• Select and manage subcontractors.
• Develops and manages project team and allocate workload.
• Auditing the project and enforce appropriate corrective actions.
• Monitors the project processes and ensures adherence to establish policies.
• Deliver a project plan to the Headquarter capturing the key issues related to Project Implementation outlining the scope, budget, key issues, tactics, sensitive areas, risk analysis, etc.
• Management of PAC and FAC (follow-up the customer for issuing the provisional Acceptance certificate “PAC” and clearing opened issues and closing the project by receiving the Final Acceptance Certificate “FAC”).
• Among Delivered projects: Jordan Telecom Company.
• Manages Customer relationship and moderately complex Customer complaints to ensure that services are timely delivered to all customers at the highest quality.
• Customer support through advising and recommending solutions.
• Monitors work processes and ensures adherence to establish policies and procedures to maintain security and integrity, maximize output and minimize errors and expenses.
• Department resource organization and administration.
• Support of project implementation team, helping of solving or escalating technical problems to TAC3. Handles team requirements, complains and the team relationships.
• Ensures smooth running of day-to-day tasks and adequate distribution of work among staff.
• Reviews audit findings and takes appropriate corrective actions.
• Among Delivered projects: Jordan Telecom Company, Telecom Egypt, SUDATEL, TECOM “Du”.
• Customer support through advising and recommending solutions.
• Support of project implementation team, helping of solving or escalating technical problems to TAC3.
• Reviews audit findings and takes of project implementation team appropriate corrective actions.
• 24X7 emergency support.
• Network integration for national and international exchanges (connecting exchanges via CCS7, MFCR2 links and PA-PBX SLAVE).
• Problem investigating (CCS7 “No.7” tracers and call records interpreting and analyzing).
• EWSD Safeguarding & Emergency Procedures (solving problems related to the hardware and software, solving emergency cases e.g. system down and following up customer requirements for Software changes and system modifications).
• AKUHW and SAMSON Hardware and firmware record keeping (administration of modules and cards and modification and upgrading of modules and cards).
• Patching the exchanges “software modification” due to faults or modifications, administration of patches and recordkeeping.
• Generation of Basic APS for loading it in new exchanges.
• Upgrade of EWSD exchanges (from V6.2 to V11 in Egypt, from V7.1 to V12 in Sudan, from V14 to V15 in Jordan and from V9 to V15 in Jordan). Post processing and fault clearance after the upgrade.
• Among Delivered projects: Jordan Telecom Company.
• Commissioning and testing of EWSD exchanges “classic and power node” from power up to cut over (Supervision of the installation works solving hardware and software problems, loading the Software and the Database in the exchange, testing the exchange as a preparation for the customer handover).
• Unit and system acceptance with customer. Introducing the exchange to the customer and give them on work training.
• Load test acceptance (testing the exchange in high traffic situation).
• Commissioning and integration of ISDN (Introducing the ISDN to the customer and installation and testing of the ISDN features).
• Database generation for EWSD exchanges with Profi-Software and manually.
• Expansion of EWSD exchanges (hardware expansion of all EWSD components and Software expansion of software modules).
• NetManager “V4N & V51” (Administration of NetManager “O&M platform”, configuration and administration of the NetManager LAN, configuration and administration of the NetManager Servers and clients, troubleshooting of problems).
• Network administration (router configuration, router inter-working, network design, server and client configuration).
Specialization in: - Software engineering - High frequency engineering - Power engineering