Jeddah, Makkah, Saudi Arabia
Spanning over two decades, my journey through the realms of information technology and telecommunication, alongside my ventures in various professional arenas, has solidified a robust bedrock. This foundation emboldens my endeavors to harness my extensive network and insights in this era of digital metamorphosis.
The Senior Technical Customer Success Manager is responsible for driving customer satisfaction, retention, and growth by providing expert guidance and support throughout the customer lifecycle. This role combines technical acumen with strategic account management to ensure customers realize maximum value from the company's solutions.
• Developed strong, professional relationships with key personnel in telecommunications companies and service providers. • Coordinated company resources to meet account performance objectives and customer expectations. • Led strategic account planning processes to establish mutual performance objectives and financial targets.
• Developed a comprehensive methodology for managing SME sales performance across all channels. • Monitored partner sales performance to ensure compliance with agreements and profitability. • Generated monthly consolidated reports to interpret operational results and identify performance issues. • Established fraud management policies and procedures for all sales channels.
• Played a pivotal role in establishing STC as a leader in PMI project management for IT projects. • Trained and coached project managers on STC's project methodology and HP PPM tools. • Integrated project management tools with finance, procurement, and HR systems to enhance operational efficiency.
• Provided business analysis, architecture, and design services for the Data Warehouse department. • Collaborated with STC Business Units to gather requirements and develop Business Intelligence data models. • Developed strategies for data warehouse solutions and targeted systems integration based on business needs. • Created the STC CEO Dashboard featuring C-level KPIs and scorecards, enhancing executive decision-making.