Egypt
A Customer Success Manager with 7+ years of experience in the IT field, handling more than 60 accounts from the big names in Egypt including banking sector, government section, petroleum sector and more.
- Point of contact between Sales, Delivery Team and the Customer for any customer concern. - Handling 60 accounts in Egypt in Banking, Oil & Gas, Construction and Government sections. - Customer retention and upselling for existing accounts with no account managers. - Customer advocate for the support, upgrades or any issue experienced related to DELL. - Providing proactive, reactive support for customers making sure they get the best support ever. - Reviewing the customers’ asset base and making sure to mitigate any risk for their environment. - Responsible for Monthly/Quarterly Business Reports (MBR/QBR) with customer management. - Reviewing and managing upgrades and service requests of all DELL equipment at customer site. - Coordinates the processing of all service changes using Salesforce and other CRM tools. - Participates in the planning and the approvals for the change management requests.
- Various customers and management reviews led to a promotion from TSE 1 to 2 in less than a year. - Various customers' feedback led to be a customer experience program instructor. - Top service requests acceptor for 2 consecutive quarters. - Top 3 CSAT achievers for 2 consecutive quarters. - Responsible for all issues for customers using PowerScale products. - First point of contact for customers assisting them with issues like data unavailability and access issues. - First point of contact for field engineers assisting remotely for onsite actvities and HW troubleshootings. - First point of contact for customers facing backup issues for PowerScale products. - Troubleshooting for upgrade issues, HW issues, FileSystem stacks and panics. - Assisting L1 TSEs for HW concerns and joining live sessions to troubleshoot live for HW issues. - Responsible for leading many initiatives related to EMEA region for quality assurance of all TSEs work. - CSAT committe member for checking with customers best experiences for services requests handled. - Quality team member for best practices for handling services requests. - Family Balance ERG member | Responsible for Marketing and Designs. - Customer expereince team member for delivering sessions enhancing customers' experience. - Design thinking team member following for new projects to enhance the business units overall perfromance.
- Top services requests acceptor for 3 consecuitive quarters. - Top CSAT acheiver for EMEA region for 2 quarters and second in the whole year. - Various customers' feedback led to be nominated for being instructor for customer experience program. - Responsible for all issues for customers using Isilon products. - First point of contact for customers assisting them with issues like data unavailability and access issues. - First point of contact for field engineers assisting remotely for onsite actvities and HW troubleshootings. - Troubleshooting for upgrade issues, HW issues, FileSystem stacks and panics.
- Responsible for a whole datacenter. (11 Racks with their contents, UBS, Fire & Cooling Systems) - Technical Support for Cisco products, IBM Solutions, Huawei and Dell Cloud Solutions. - Domain admin and controller responsible for systems serving all the armed forces (1478 sites). - Responsible for any VDI Solution issue at the user’s site and enter a session remotely to solve it. - Manage Cisco ASDM Firewall, Security Systems and CCTV. - Creating and managing the servers that host the systems and also Lync Server, Kaspersky, etc.
- Technical Support for Cisco products, Troubleshooting Cisco routers. - Provide professional technical support and troubleshooting for all issues received. - Diagnose fault-related cases and Contact relevant departments (Field Operations, PTT, etc.)