Experience

• 

  Hitachi vantara

  Jul 2013 - May 2024

  • Manage directly and indirectly (matrix management) internal renewals sales teams and channel renewals sales teams for EMEA region, maintain knowledge on Hitachi CSS recurring revenues pipeline.• Partner with regional/country sales and services management to develop CSS renewals strategy and improve organization strategy, have objective insight into sales productivity and recommend strategic improvement in the above areas.• Coordinate the weekly Customer Service Forecast. Lead and coordinate the forecast cadence and process for the managers; drive and encourage sales discipline for accurate, consistent and timely forecast submission based on disciplined use of the sales process and tools; drive the evolution of forecasting process and tools.• Track progress on top deals in pipeline; provide transparency on key issues; support coordination of top deals across the back office; lead deal teams to facilitate closing of complex deals.• Coordinate the monthly, quarterly and annual planning cycles; ensure effective and productive execution of periodic renewal sales reviews; maintain transparency on key sales execution and enablement topics and follow up action items to closure; provide effective team communication.• Drive and Enhance KPI’s for Renewals Sales. • Drive evolution and adoption of activity management, including tracking of high-impact activities, through the measuring and monitoring of activities against established thresholds• Leverage reporting/CSS/Sales Ops/ Finance to provide transparency on performance metrics; support managers in the monthly and quarterly cadence of renewal sales performance reviews• Bring to bear best-practice renewal sales analysis; provide insight and recommendations on further business development,• Drive CRM (SalesForce) enhancements to maximize sales effectiveness in support of a CSS business Show less Skills & Experience• Leadership skills – creativity, confidence and motivation• Demonstrated strong interpersonal and team building abilities, coaching skills, and people management experience.• Good overall business knowledge, appreciation & understanding of contact centre business processes• Flexible, Can-Do Attitude and excellent communication skills• Organizational skills• Reporting abilities in a number of formats i.e. Excel and PowerPointDuties and Responsibilities• Manage the daily performance of a group of 10 employees, ensuring adherence to SLA expectations (e.g. productivity & quality)• Manage effective client communication and interaction• Coordinate cross location support with other support providers globally• Ensure efficient resource & capacity planning• One to ones, team meetings, reviews• Define and review performance objectives• Productivity/workflow management• Quality feedback, performance plans and follow up• Implementation and management of any new initiatives• Participation in recruitment and induction training of new staff• Continuously motivate the team to drive for success in customer satisfaction• Provide regular and ad hoc reporting• Monitoring and regular reporting of activities within the team• Be the first point of contact for customer escalations - resolving issues, complaints and disputes effectively and efficiently Show less Responsibilities • Managing of the negotiation process in field of the renewal business • Reviewing maintenance contracts • Preparing offers for customers in line with the valid standards. • Providing various reports, certificates for customers and forecasts for country managers. • Advise internal and external customers in terms of contracts options, administration and finance queries.• Conducting negotiation with 3rd party vendors and purchasing support for assets installed across all EMEA countries.Achievements Takeover of responsibility for 3rd party renewal process. Implementation of changes and improvement of current process, which helps to reduce costs and increase customers satisfaction. Show less

  • Sustainability Project Manager

    Apr 2022 - May 2024

  • EMEA Renewal Sales Manager

    Jun 2018 - Sept 2022

  • Renewal Team Leader

    Sept 2017 - Sept 2022

  • Renewals Team Leader

    Jul 2016 - Sept 2017

  • Support Renewals Coordinator

    Nov 2013 - Jun 2016

  • Install Base Administrator

    Jul 2013 - Oct 2013
• 

  Qualtrics

  Jun 2024 - now

  Emea customer success associate & renewal team manager