Ziad Hassan

Experience

• 

  Misr International University

  Jul 2013 - Jul 2013

  Admissions Assistant

  - Documentation for Student applicants ( Personal Documents , Application IDs , English / Reasoning Tests ) - Organizing the Flow of Parents / Students applications . - Helping Parents / Applicants with all needed information about the University . Fees , Process , etc..

• 

  Orange Business

  Sept 2013 - Aug 2016

  - Providing a professional first technical point of contact for the customer- Diagnosing fault-related cases by effectively utilizing software diagnostics and other network/product utility programs.- Providing updates as needed to the customer in order to meet performance objectives.- Ensuring cases are allocated to the most appropriate ‘next step’ as part of the case flow process.- Performing technical escalations in line with company procedure.- Monitoring systems, customer network security and products, and deal with alertsand events as appropriate.-Troubleshooting leased lines (Frame Relay and ATM connections), ISDN, Metro Ethernet and DSL connections all over the world for more than 100 customers•Co- operating with PTTs all over the world to deliver services to customers upon ITIL recommendations Show less

  • Senior Incident Management Specialist

    Dec 2015 - Aug 2016

  • Incident Management Specialist

    Sept 2013 - Dec 2015
• 

  Etisalat Egypt

  Aug 2016 - Jul 2017

  Enterprise Project Manager

  . Launching, planning, executing, keeping track and delivering network-based solutions projects for Small, Medium and large Enterprises.•Engagement with all the Stakeholders to deliver a documented project plan based on technical requirements, SLAs and tasks’ dependencies using project management tools.•Engagement with Sales to provide project delivery periodic progress updates.

• 

  Dell Technologies

  Jul 2017 - Jun 2021

  • Performing software upgrades on various Data Protection products.• IDPA Product EMEA Lead • Developing and Delivering training as a technical coach in Data Protection.• Member of the team responsible for regular development of procedures to constantly enhance productivity and efficiency.• Technical Escalation Point for all Data Protection products.• Acting Manager on Duty (on Rotation)• Overseeing team personnel. • Providing management support to balance workflow.• Performing follow-up meetings with the customers to ensure quality of service provided and customer’s satisfaction.• Handling Remote Proactive Management mailbox.• Performing service requests audit. Show less

  • Senior Enterprise Technical Consultant

    Jun 2019 - Jun 2021

  • Enterprise Technical Consultant

    Jul 2017 - Jun 2019
• 

  VMware

  Jun 2021 - Oct 2022

  Customer Success Manager

  - Responsible for driving customer adoption and expansion of VMware’ s software as a service offerings- Work with the customer to translate their use cases into success plans that are designed to expedite value realization with the service- Acting as the customer’s primary point of contact for their subscription investment, thereby supporting increased consumption and health scores- Primary responsibility for understanding customer’s project roadmap and desired use cases, becoming a trusted advisor to assist them realizing their cloud strategy including challenging customers to think in new and creative ways that enable them to maximize service value- Manage assigned customers and serve as the first line of contact, post-sales and prior to production- Proactively Identify risks to the customer achieving their stated business goals and work with cross functional teams (Support, Product Management and Engineering) to build a risk mitigation plan- Meet with customers on a regular basis to proactively monitor deployment velocity and work towards addressing any deployment blockers- Create a Customer Success Plan that tracks milestones and measure progress against the same- Proactively take actions for customers below threshold health score- Leverage service feature and consumption analytics to identifying predictive indicators of churn and take mitigating actions- Conduct regular customer touchpoints and quarter business reviews to measure customer satisfaction and service consumption levels- Monitor Customer Health Score in CS platform- Partner with Sales to identify cross sell leads for customers who may benefit from additional services- Drive organic growth and expansion within assigned accounts and provide Sales with upsell opportunities- Deliver successful customers to the contract renewal cycle and, where necessary, support the renewals process to minimize customer attrition Show less

• 

  RSA Security

  Oct 2022 - now

  - Develop and maintain strong relationships with key stakeholders at the customer's organization, including decision-makers and influencers, to understand their business goals, challenges, and needs.- Serve as the primary point of contact for assigned partners, providing proactive guidance and support to ensure their success and satisfaction.- Collaborate with internal teams, including Sales, Product Development, and Support, to advocate for Customer needs and drive resolution of issues in a timely manner.- Develop and execute strategic account plans to drive long-term growth and retention for assigned partners.- Identify opportunities for upsell and cross-sell, working closely with the Sales team to expand our footprint within partner organizations.- Monitor partner health and engagement metrics, proactively addressing any red flags and implementing strategies to improve overall partner satisfaction and retention.- Act as a subject matter expert on our products and services, providing training, guidance, and best practices to partners as needed.- Stay current on industry trends and best practices in customer success, incorporating insights into our approach to partner engagement and relationship management. Show less - Driving accounts growth using upselling/cross-sellings strategies.- SaaS High Touch Onboarding with ID+ Securid Enterprise Customers.- Success Planning, understanding the customer's business needs and setting quarterly goals and milestones. - Biweekly/Monthly/Quarterly Service reviews based on the customer's business needs. - Providing the customer with product roadmap and channeling their feedback and enhancement requests to the product management team.- Business reviews with C-Level executives to discuss business direction, Mitigate any strategic blockers/risks.- Overseeing Technical Support Team's performance with my owned accounts and tackling any chronic faults with the support management. Show less

  • Strategic Customer Success Manager

    Mar 2024 - now

  • Senior Customer Success Manager

    Oct 2022 - Mar 2024