Ziad Alsaleh

Highly motivated and results-oriented professional with 10+ years of experience in Telecommunications/IT Software and Hardware. Proven track record of growth driven by strong leadership, delivering exceptional customer value through expertise in Business Development & Sales, excellent customer satisfaction in Service Delivery. Successfully increased customer retention through a data-driven approach.

Ability to demonstrate skills of negotiation and strong relationships with peers, partners, and customers. A trusted adviser and adaptable leader who thrives in diverse environments and fosters a collaborative work style. Proven leadership experience driving outstanding results for CSP customers across the Americas and EMEA/MENA/GCC regions.

WORK EXPERIENCE

Customer Success and Sales Manager

Ericsson Bahrain

Apr 2014 – Apr 2024

Responsible for leading the renewal and growth expansion Pre-Sales of customer support contracts. Exceeded revenue targets of $43M in 2023 by renewing and expanding contracts with telecom clients. Demonstrates a proactive and resourceful approach to managing and driving business to achieve goals by offering native, virtualized, and cloud solutions. Identifying, establishing, and developing new account opportunities to meet growth targets.

● Team Leadership: Coach and mentor team members, fostering knowledge transfer and skills development. Lead customer support sales engagement for the Zain Group and GCC (ZGC) customer unit, driving opportunities to winning deals.

● Sales and Development: - Collaborate with KAMs, GCU & CU heads to deliver exceptional customer service and solutions.

• Actively working with Engagement Practice and Commercial Support to construct and develop competitive proposals and ensure proposals meet all requirements and business objectives for profitability and competitiveness.
• Strong sales experience in business development roles, generating sales funnel and closing deals.
• Identify new support business opportunities which will lead to non-organic growth and identify customer business needs through consultative engagements.
• Support sales pipeline development and conversion of opportunities into deals by conducting in-depth business focused discussions and negotiation with customers.
• Used sales process knowledge to prepare and negotiate bids to exceed client’s needs and requirements.

Head of Customer Support

Feb 2008 - April 2014

Ericsson Egypt

As the Head of Customer Support Delivery post sales for the Customer Unit “Northeast Africa”, Directed 24/7 the support operations and service delivery to customers.

● Leadership: - Led a team of 30 professionals, including engineers, service delivery managers, configuration managers, life cycle managers, and solution architects. First line Support 24/7. Second line/Third line support Model following Service level Agreement SLA, fault ticketing lead time.

• Developed and implemented competence development plans for employees, conducted performance appraisals, and supported career development planning for subordinates.
• Resource Planning: To maintain adequate number of staff with the correct competence needed to achieve overall goals and objectives.

● Customer Success: - Ensured customer support services met service level agreements (SLAs)/KPI exceeding customer expectations and satisfaction.

• Managed the customer interface and implemented a well-functioning escalation process for emergencies.

● Operational Excellence: - Directed the organization to deliver financial performance and ensure the quality of delivered services.

• Built and implemented the appropriate organization and processes to deliver customer support services in alignment with contractual obligations.
• Reviewed and improved existing working methods, processes, and procedures for daily operations.
• Cost Responsibility: Prepared and managed organization budget, ensuring expenditure remained within forecast through cost control measures.

Service Delivery Manager/Project Manager Ericsson U.S./Canada/Algeria

Dec 1995 - Feb 2008

Progressed at Ericsson from Software Engineer and Tester to Service Delivery Manager and ELS Manager, Supporting FOA activities and leading customer demos for Cingular Wireless in the U.S.

● Leadership: - Led the team responsible for cell site conversion for AT&T Wireless in Florida.

• Managed local staff, including competence development, salaries, and resource utilization. ELS support manager Mobiles and Wataniya (Ooredoo).

● Project Management: - Managed projects to ensure customer satisfaction and secure Ericsson's interests.

• Monitored project financial performance and cost optimization strategies, improving profitability.
• Coordinated activities for Global Product Deployment (GPD) and sub-projects.
• Managed all aspects of new system feature implementation, from feasibility studies to documentation and testing.

● Customer Relationship Management: - Managed customer relations and service delivery, including escalations, contracts, and reporting. Service Delivery Manager for Wataniya, Algeria.

• Led Operation Review Meetings with Key customers, aligning on KPI’s. resolving issues, improving service performance

● Technical Expertise: - Implemented, maintained, and enhanced functionalities and features for the Mobile Telephony Subsystem (GSM).

• Developed test specifications and instructions, ensuring successful system validation to reduce defects.
• Troubleshooted software problems and wrote assembler corrections.

EDUCATION

University of Texas at Arlington, Arlington, TX

Master Degree, Electrical Engineering

University of Texas at Arlington, Arlington, TX

Bachelor Degree, Electrical Engineering