Customer Success Manager
Dubai, United Arab Emirates
Job Description
Alcatel-Lucent Enterprise is THE place to be, if you are interested in:
- Flexible and hybrid work environment on all our sites which grants a work-life balance where you can work from home if needed.
- Multicultural and international company with continuous learning opportunities (access to all LinkedIn learning catalog) and internal career opportunities.
- Our 3 values: Speed & Agility, Customer Centricity and Reliability, we believe that strong values make great business.
- Building a future where everything connects, we have a wide range of initiatives that acknowledge our responsibilities to people and the planet such as GoGreen, ALE Impact (Positively impact our global community) and TogetHer (Gender Equality)
Read more on: https://www.al-enterprise.com/en/company/about-us/csr
What is my role?
The Customer Success Manager (Services Sales Specialist) is responsible for growing Network, Coms and Cloud Sales BUs Services sales with the aim to protect and expand the ALE installed base as well as to provide best in class ALE solutions and meet customer satisfaction.
The Customer Success Manager (Services Sales Specialist) identifies market opportunities and required Services portfolio needs; leads services sales process to achieve or overcome sales targets; prioritizes partners and customers and visits them; defines sales requirements for services execution and services development capabilities; optimizes services sales and execution process.
What am I responsible for?
- Identify Services market opportunities and required Solutions & Services portfolio:
- Track Services sales history and identify BPs & Customers’ needs;
- Track Opportunities history to identify Customers’ needs and market trends
- Act as a focal point to track, capture and communicate the best services practices of ALE, successful implementations to adopt the most valuable solutions and services for MEA markets, BPs and customers;
- Forecast and own solutions & services-led bookings and sales budgets
- Monitor and report performance;
- Control accuracy of opportunities lists and actual results into SFDC & tracking tools;
- Work with ALE EMEA Sales teams, Customer Success team, TSS System Engineering /Presales teams, and with Marketing to seek opportunities and participate in relevant meetings, events and workshops promoting ALE Solutions/consulting and Services integration capabilities;
- Identify, adapt and develop the most promising growth programs in conjunction with ALE strategy.
- Lead services sales process and BPs/Customers interactions:
- Contribute to achieve or overcome solutions and services bookings and sales targets as stated in the Sales Incentive Plan (SIP);
- Own opportunities list for the assigned solutions and services types,
- Prioritize BPs and opportunities bases on installed base, verticals, key projects, etc.;
- Spend up to 50% of time visiting BPs and key customers (including decision makers) to reveal BPs and customer’s needs, negotiate value of cooperation, transformation opportunities, services budget allocation during qualification/presales, build and run phases
- Seek for the past experience closest to the Customer case to identify appropriate ALE solutions and services, maximize ALE content, define experts and engineers to be involved in the opportunity pursuit;
- Negotiate Solutions and Services proposals linked with Customers’ STOs (Shutdowns, Turnarounds, Outages) to solve Customers’ needs and at the same time securing ALE installed base;
- Understand the dev environment and kick-start with services prototyping
- Follow-up project and service cooperation negotiating LTSAs (Long Term Service Agreements) to serve ALE Customers installed base and BPs,
- Discuss BPs and Customers’ employee’s development plans and match it with ALE Education portfolio to sell Education services and boost ALE business by educating Customers;
- Support BUs and cross-BU sales with MEA Vertical sales, Channel and Territory sales, Presales teams to win deals and sign Solutions and Services contracts;
- Define requirements:
- State requirements for Sales Performance & Enablement (SPE) as well as BDs and Services TSS delivery to execute Solutions developments and Services portfolio delivery in MEA in the most effective and efficient way developing skills of ALE engineers and BPs experts,
- Investigate other platforms/technology domains and find/create/prototype relevant use cases and demo examples combined with our platforms
- Provide sales and opportunities inputs needed for Education Services & TSS Services delivery to maintain and plan engineering staff, skills & tackle Services execution organization;
- Provide sales inputs needed to improve execution processes and tools (installed base, quotation, documentation, offers, software, etc.);
- Assist sales to provide timely relevant proposal and benefits estimation satisfying BPs and customers’ requests;
- Assure that all the above are implemented in a satisfying way for BPs, Customers’, Customer Success and ALE Sales teams as well as keeping their satisfaction maintained.
- Optimize services sales and execution process to be cost, speed, functionality and quality competitive:
- Inject agility and consulting into our digital business.
- Develop price, discount and margin recommendations for different types of services for different verticals, competitive situations, MEA markets, etc.;
- Develop easy-to-navigate tools (sales pitches & differentiators, internal and external presentations and brochures, proposals, contracts, Quantified Business Results with proven value by service, vertical, country, etc.);
- Train MEA sales and presales to sell ALE Solutions and Services basing on the above medias;
- Avoid efforts duplication organizing teamwork of sales and operations responsible for services execution and development capabilities;
- Together with TSS Delivery team and BDs, create and follow up sales and execution cooperation procedures clarifying roles and responsibilities;
- Ensure business is conducted in accordance with the Company strategy, Ethics policy, Quality, Trade Compliance and other procedures.
Am I the right person for this?
- Good knowledge of the ALE entire (CBD, NBD, CCBD, Prof Services, Support and Education) services portfolio, tools and processes
- Proven background in developing business with large accounts or BPs through relationship development and decision-making process understanding,
- Proven sales record in proactive frontline selling of ALE solutions or services;
- Understanding of BPs & Customers’ economic benefits from ALE solutions & services, and ability to prove ALE services value;
- Control and instrumentation background. Understanding of solutions and services offered by ALE or other vendors;
- Leadership experience to create and lead teams, including cross functional teams in a complex matrix organization;
- Collaboration and teamwork:
- Action oriented, self-motivated, results driven, resourceful salesperson;
- Hunting skills and trusted advisor:
- Excellence in execution and perseverance:
- Willingness to travel frequently;
- Good communication, presentation and negotiation skills;
- Fluent Arabic and English; French will be a plus;
- Ethics and Values
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Job Detail
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Job IdJD1411136
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationDubai, United Arab Emirates
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EducationNot mentioned