Fawziah Alkhamash
Riyadh
Summary
A dedicated and detail-oriented Senior Services Account Manager with 12+ years of experience across IT Operations, service delivery and customer services and success in various industries. Responsible for leading the Account Management Services and Customer Success business. Skilled at building and maintaining strong relationships with key stakeholders and decision-makers in the major accounts. Proven ability in developing and managing customer service, business opportunities, project management and risk mitigation. Adaptable, intellectually curious problem solver, eager for seeking out new challenges where my skills, which continues to develop, and my technical experience in addition to my passion in customer service and customer relationship management would play major role for outstanding achievements and results.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Senior Services Account Manager
Dell Technologies
04.2021 - Current
- Develop and implement customer experience strategies to support and expand Dell Technologies' enterprise customer base in Saudi Arabia
- Oversee and manage several vital accounts across Public and Financial sectors, ensuring comprehensive post- sale services and support
- Build and maintain strong, long-term relationships with key stakeholders within assigned accounts
- Drive customer success initiatives to ensure customers achieve their desired outcomes and maximize value of Dell Technologies' solutions
- Proactively engage with customers to understand their needs, challenges, and business objectives
- Monitor customer satisfaction and implement strategies to enhance customer experience with Dell Technologies
- Ensure delivery of high-quality post-sale services, including technical support required resource, Incident Management, Escalation Management … etc
- Address and resolve customer issues and concerns promptly and effectively
- Coordinate with internal teams to provide seamless support and services to customers
- Collaborate with Public Sector Country Director and Account Executives to identify and pursue new business opportunities within Saudi Arabia's public accounts
- Work closely with Public Sector Country Director to align account management and customer success efforts with overall business objectives
- Align with Sales team to support go-to-market strategies and initiatives
- Collaborate with cross-functional teams, including Sales, Presales, Professional Services, and Technical Support, to deliver integrated solutions and services
- Participate in regular business reviews and strategy sessions to drive continuous improvement and innovation.
Services Account Manager
Dell Technologies
06.2023 - 08.2023
- Leading customer services for key accounts in financial sector, ensuring comprehensive support and after- sales services
- Delivered wide spectrum of reactive and proactive services to address customers' complex IT infrastructure and business challenges
- Exceeded customer satisfaction and loyalty targets, improving service performance and reliability to achieve strategic goals
- Managed portfolio of customer services, including project management, implementations, and account strategy development
- Collaborated with cross-functional teams to deliver seamless customer experiences
- Identified and capitalized on cross-selling and upselling opportunities within existing customer base
- Developed and implemented strategic account plans to drive customer satisfaction, loyalty, and business growth
- Maintained strong relationships with key stakeholders and decision-makers in assigned accounts
System Programmer
Riyadh Bank
05.2017 - 12.2018
- Analyzed business requirements from customers and managed provisioning of appropriate infrastructure services to meet their needs
- Led service management function for reactive support, including effective incident and problem management to ensure timely resolution of issues
- Managed implementation projects for Wintel infrastructure, covering both physical and virtual environments, ensuring successful deployment and integration
- Spearheaded proactive support initiatives for Wintel infrastructure in physical and virtual environments, implementing measures to enhance system performance and reliability
- Managed risk register, closely monitoring for potential issues, and followed up on mitigation plans and actions to minimize operational disruptions
- Established and led regular service review meetings with customers and business units to gather feedback and identify areas for service improvements
- Developed and implemented customer satisfaction and service improvement plans to enhance overall user experience
- Maintained comprehensive asset register for Wintel infrastructure across all data centers, ensuring accurate tracking and management of IT resources
- Staged, tested, installed, configured, and provisioned server infrastructure in both virtual and physical environments to support organization's evolving IT requirements
- Troubleshot and resolved complex technical issues, contributing to development of root cause analysis reports to prevent recurrence
- Interfaced with vendors as needed to coordinate support, obtain updates, and ensure optimal performance of infrastructure components.
Technical Support Analyst
BAE Systems
08.2014 - 05.2017
Information Technology Instructor
Princess Norah Bent Abdurrahman University
09.2012 - 06.2013
Education
Bachelor of Computer Science - Information System
Imam Muhammad Bin Saud University
Saudi Arabia, Riyadh01.2012
Skills
- Skills & Expertise
- Effective Communication skills
- Creative and strategic thinking
- Team & Project Management
- Influence & Relationship Building
- Public Speaking & Persuasion
- Customer service
- Time management
- Ability to work under pressure
- Customer Relationship Management
- Strong Sense of urgency and responsibility
- Flexibility
- IT Service Management & Operations
- Incident Management
- Escalation Management
- Technical Support Management
- Risk Management
- Conflict Resolution
- Cross-Functional Collaboration
- Service Delivery Management
- Performance Monitoring
- Emotional Intelligence (EQ)
Certification
Management Essential - Harvard Business School
Strategic Execution - Harvard Business School
Negotiation in Action Listening
Questioning, and Objection Handling
Story Selling Workshop
Developing Executive Presence
Building Credibility with C-suite
MTA: Networking Fundamentals
MCITP: Windows 7 Enterprise Desktop Support Technician
MCSA: Administrating windows server 2012 (Certified)
ITIL: V3 Foundation (Certified)
HPE Virtual Connect Project Control System
MTA: Windows Server Fundamentals
MCITP: Windows 7, Configuring
MCSA: Installing and Configuring windows server 2012 Storage+
HPE Blade System Administrator
MCPS: Microsoft Certified Professional (Certified)
Languages
Timeline
Services Account Manager
Dell Technologies
06.2023 - 08.2023
Senior Services Account Manager
Dell Technologies
04.2021 - Current
System Programmer
Riyadh Bank
05.2017 - 12.2018
Technical Support Analyst
BAE Systems
08.2014 - 05.2017
Information Technology Instructor
Princess Norah Bent Abdurrahman University
09.2012 - 06.2013
Bachelor of Computer Science - Information System
Imam Muhammad Bin Saud University
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