Experience

• 

  Crystal networks me

  Mar 2015 - now

  - Customer Experience and Customer Lifecycle 1- Managing the customer experience team of 3 customer success managers and 1 renewal manager. 2- Executing customer experience activities on high touch accounts: - Applying the customer lifecycle, by studying requirements, executing deep dive IT infrastructure technical discussions and leading PoC activities. - Applying the customer journey starting by setting business outcomes and KPIs, to the adoption, onboarding, and renewal phases. - Engaging technically when required to support the technical team in solving complex technical cases. - Aligning with project managers on projects status in accordance with the agreed-on customer success plan.- Business Development and Technical Development 1- Managing the business development team of 3 business development managers. 2- Managing the pre-sales team of 3 system engineers. 3- Designing and validating complex solutions BoQ (Bill of Quantity) and financial offers. 4- Managing and developing relationships and partnerships with strategic multinational vendors by aligning with vendors Partner Account Managers, Account Managers, System engineers and services teams. - Preparing for, and successfully passing the Cisco Gold Partnership Audit 2021, and 2022 5- Managing main and niche products on the company portfolio. 6- Expanding company portfolio through business and technical development with multinational vendors. 7- Developing internal processes, enablement, appraisals and KPIs related to sales, pre-sales, technical, project management, CRM, ticketing and support, renewals, services, marketing and customer experience.- Account Management 1- Monitoring internal CRM for pipeline tracking and customer success activities planning. 2- Contributing to increasing company sales by supporting the commercial team, internally and with customers, to initiate and validate opportunities. Show less - Establishing and managing the delivery, pre-sales and project management teams that grew to 24 members within the same year.- Enabling and mentoring new presales engineers, project managers and implementation engineers.- Executing pre-sales activities (consultancy, designing and technical proposals) with “A” customers.- Executing project management activities for turnkey IT projects – PMP standards.- Monitoring project management activities for Turnkey IT projects.- Supporting implementation team in complex customers technical IT cases, specifically for Cisco Unified Communications solutions.- Executing appraisals for the team in addition to setting and monitoring short and long term KPIs.- Developing internal operation process for the technical team.- Developing a project management process and tools.- Developing Ticketing management process and system.- Ensure technical knowledge development.- Full technical alignment with multinational technology vendors.- Supporting commercial team in technical discussions with customers. Show less - Leading VoIP (Collaboration) and Contact Center implementation team of 3 engineers.- Implementation of critical and advanced Cisco VoIP and Cisco Contact Center (Call Center) projects – over 7500 users and 100 agents- Implementation of solutions based on Cisco Call Manager (CUCM), CUC, IMP, UCCX, PCCE, Expressway, SIP voice gateway, Imagicle Billing, Recording, Budget control solutions.- Layer 3 technical support on all Cisco Networking, Cisco Unified Communications and Contact Center projects. - Supporting pre-sales team with Cisco VoIP and Cisco Contact Center solutions designing. Show less

  • Business Development Manager

    Feb 2021 - now

  • Technical Team Manager

    Jul 2019 - Feb 2021

  • VoIP Team Leader

    Jan 2017 - Jul 2019

  • Network Engineer

    Mar 2015 - Dec 2016