Ayman Badawi

Experience

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  Middle-East Network Solutions

  Jul 2000 - Sept 2003

  Technical Lead / Solution Developer

  • Managed and led the development team to build Ministry of Health Requests Workflows Application by P&G Egypt using Microsoft Solutions Framework (MSF)• Managed and led the development team to build the company’s Unified Communication Platform

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  Link Development

  Oct 2003 - Mar 2009

  Technical Consultant / Architect / Development Manager

  • Reviewed, optimized, designed, and implemented PoCs for several complex integration solutions for key accounts across the region winning the company several of its largest contracts• Designed, developed, and launched the Technical Solution Process for the organization, achieving a significant saving of 45% on design efforts through minimizing design iterations• Established the company’s code policies that apply on Developers while developing to ensure optimized outputs• Designed the Single Sign On (SSO) system and horizontal services to serve the company’s online products based on SOA; Led a team of eight developers to build these systems and services as the Technical Project Manager• Established the Configuration Management Process Area and assisted in the Project Management Process Area to achieve CMMi Level 3 and helped the organization to achieve ISO9001 Show less

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  Symantec

  Mar 2009 - Jul 2010

  Project Manager

  • Responsible for projects delivery within allocated budgets, planned schedule, and as per industry quality standards. Maintaining high customer satisfaction ratings throughout numerous projects, several of which exceed $1M• Managed distributed project teams of up to 35+ members located across different countries• Responsible for part of the revenue streams for Symantec Consulting Services in MENA• Successfully planned, managed, and closed 140+ projects for Symantec MENA achieving significant enhancement of client satisfaction ratings Show less

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  IBM

  Jul 2010 - Sept 2019

  PMO Lead / Senior Project Manager

  • Built and managed the PMO by developing a standard framework, processes, and procedures to be followed across the region while providing visibility to executives and competency leaders• Responsible for the unit’s Revenue across the region to ensure targets are met on a monthly basis• Led and managed a team of project managers and projects to successfully deliver to baselined schedule and P&Ls with 0% schedule variance and within forecasted budget while maintaining high customer satisfaction ratings throughout multiple complex and strategic engagements• Conducted risk assessment and developed mitigation strategies to minimize project risks and ensure successful project delivery by developing dashboards and reports to provide continuous visibility• Established base quality management processes and oversaw their continual enhancement process to ensure adherence to quality standards Show less

• 

  Secureworks

  Sept 2019 - Jul 2023

  • Drove the CSM methodology best practices and implementing new processes to help drive customer satisfaction and consistency across the team that reduced churn by 25%, increased customer satisfaction ratings by 20% and led to a 15% increase in upsell and cross-sell revenue through greater advocacy and referenceability• Owned execution of the CS program strategy for EMEA and APAC Taegis customers to ensure they derive maximum value from their investments with Secureworks by driving adoption, usage, and satisfaction to help achieve renewals, product expansion and new growth• Drove the team to increase the percentage of Taegis Power Users by 35% which led to a significant increase in customer retention and satisfaction• Defined and optimized customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation, leading a culture of continuous improvement and participate in Executive Briefings for prospects to ensure smooth onboarding• Drove KPIs for CSM team members to measure and support overall customer health and success throughout the customer lifecycle• Was an inspirational role model by challenging and maximizing the strength of the team and aligning their efforts to the mission and vision of the organization• Fostered a collaborative work environment, encouraging open communication, and continuously developing career progression plans for the team resulting in 90% employee retention and satisfaction• Collaborated with cross-functional teams to synthesize customer feedback and offer informed opinions on potential solutions and enhancements by developing a deep understanding of and identifying trends to proactively address account risk Show less • Built and nurtured long-term relationships with customers to solidify our commitment and partnership to their success which resulted in NPS Score over 40• Developed an in-depth understanding of customer success criteria, initiatives, and use cases that support short-and long-term business goals of each customer based on their unique use cases• Provided continuous customer education on the Secureworks product portfolio including new products, features, and enhancements• Generated regular/on-going proactive Security Protection Reviews focused on customer engagement, ensured product adoption is occurring, provided recommendations, monitoring customer’s progress towards achieving their KPIs and continually aligned on business goals• Created and activated a plan with customers that resulted in both business value outcomes and team behavior if the customers are not achieving key objectives/goals Show less • Supported quarterly revenue target by managing the delivery of strategic projects and maximized individual utilization for the project team• Provided leadership to project resources and acted as the figurehead for the project, directing and motivating the team• Managed the onboarding and delivery of partner consultants on projects to maintain consistency and uniformity in our project delivery approach• Held monthly calls with senior management and other practice leads to align on overall project status, escalations required and timeline for project closure Show less

  • Senior Manager, Customer Success

    Oct 2021 - Jul 2023

  • Customer Success Manager

    Jan 2021 - Oct 2021

  • Transition Program Manager

    Sept 2019 - Jan 2021
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  Obrela

  Sept 2023 - now

  Director of Customer Success