Mark Ingel

Experience

• 

  Alcatel-Lucent

  Jan 2012 - now

  Customer Success Manager

  Managing of customers' accounts, with overall responsibility for all interactions with clients during full life cycle:• Leading of delivery operations and resources, control of delivery processes• Structurization of teams and tasks, definition of roles and responsibilities• Costs estimation, budget determination, milestones definition, analysis of incomes/expenses, monitoring of billing and payment• Analyzing of existing customers business, understanding of business development directions and tendencies, identification of business growing opportunities, converting the opportunities to orders• Understanding and analyzing of customers' expectations, representing customers' needs within the company, implementation and control of high customer satisfaction strategy• Identification and mapping of customers' stakeholders, development of strong and long-term relationships, conducting of “trusted advisor" strategy• Definition, planning and implementation of communication channels with customers• Formulation of delivery methodologies and processes adapted to customers and regulatory requirements, leading their cross-departments implementation • Development and driving of ongoing improvement plans, building and control of adapted work procedures• Being a senior-level for high severity issues escalation, and driving critical requests on behalf of the company and customers• Monitoring of customers health• Acting as a Professional Services expert in marketing activities Show less