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Customer service business expert
Abdallah Al Sakarneh
,
Eindhoven, Netherlands
Experience
Other titles
Skills
I'm offering
A senior services & sales management professional with a multinational corporate experience from healthcare industry leader
companies. Holding an MBA degree and currently pursuing a Doctorate of Business Administration degree (DBA). Experienced in
complex sales engagements with executive value propositions, business development & strategic marketing.
companies. Holding an MBA degree and currently pursuing a Doctorate of Business Administration degree (DBA). Experienced in
complex sales engagements with executive value propositions, business development & strategic marketing.
Markets
United Kingdom
Language
Arabic
Fluently
English
Fluently
Ready for
Larger project
Ongoing relation / part-time
Available
My experience
2017 - ?
job
Senior Business Marketing Manager, Global
Philips Healthcare.
Key Roles & Responsibilities:
• Define the customer service business marketing strategy, including development of sales tools, trainings, presentations to sales teams
and customers.
• Manage and drive marketing campaigns in respective geographies and selected target groups to increase awareness and to accelerate
customer services sales and retention.
• Act as a global central point of contact for the markets and product groups: identify and manage relationships with local stakeholders
• Support different modalities customer service product managers in the launch and introduction of new services and enhancements to the market.
• Identify customer service opportunities (geographic, price segmented, competitive, etc.), create and implement appropriate programs
and promotions to accelerate customer services sales, Av price / Mix and retention
• Ensure optimal service/commercial presence in regional exhibitions/congresses and/or internal meetings to ensure activation of programs that generate revenue and drive customer satisfaction.
• Collect and understand competitive dynamics so as to predict future behaviors, position Philips as a better solution and provide the sales
organization with a "winning" go-to-market approach by partnering with commercial/equipment marketing peers and connecting to key
Philips personnel and KOL customers in the market.
• Collect, analyze and estimate market size, ASP, volumes, growth trends and margin performance to project future trends and develop
appropriate market approaches.
Achievement
• Drove the adoption rate of the global RightFit maintenance service agreements portfolio to 83% in 2018 Vs 43% in 2017.
• Enabled different markets' service sales teams with the proper localized service proposition which generated an extra revenue of 10 M
Euros in 2018.
• Led the Awakening Sleeping IB initiative end of 2018 which drove 1.7M Euros revenue and a potential funnel of 6M Euros in 2019.
• Led the training of Philips global service portfolio for 8 markets and more than 450 sales colleagues all across the globe.
• Global Mainteanance Services Hero Award 2018.
1|Page
• Define the customer service business marketing strategy, including development of sales tools, trainings, presentations to sales teams
and customers.
• Manage and drive marketing campaigns in respective geographies and selected target groups to increase awareness and to accelerate
customer services sales and retention.
• Act as a global central point of contact for the markets and product groups: identify and manage relationships with local stakeholders
• Support different modalities customer service product managers in the launch and introduction of new services and enhancements to the market.
• Identify customer service opportunities (geographic, price segmented, competitive, etc.), create and implement appropriate programs
and promotions to accelerate customer services sales, Av price / Mix and retention
• Ensure optimal service/commercial presence in regional exhibitions/congresses and/or internal meetings to ensure activation of programs that generate revenue and drive customer satisfaction.
• Collect and understand competitive dynamics so as to predict future behaviors, position Philips as a better solution and provide the sales
organization with a "winning" go-to-market approach by partnering with commercial/equipment marketing peers and connecting to key
Philips personnel and KOL customers in the market.
• Collect, analyze and estimate market size, ASP, volumes, growth trends and margin performance to project future trends and develop
appropriate market approaches.
Achievement
• Drove the adoption rate of the global RightFit maintenance service agreements portfolio to 83% in 2018 Vs 43% in 2017.
• Enabled different markets' service sales teams with the proper localized service proposition which generated an extra revenue of 10 M
Euros in 2018.
• Led the Awakening Sleeping IB initiative end of 2018 which drove 1.7M Euros revenue and a potential funnel of 6M Euros in 2019.
• Led the training of Philips global service portfolio for 8 markets and more than 450 sales colleagues all across the globe.
• Global Mainteanance Services Hero Award 2018.
1|Page
Marketing, MArketing Strategy, Training, Customer service, Sales, Service, ASP, Support, Growth, Development, Retention, LED, Manager, Go, Winning
2015 - 2017
job
Regional Service and Support Manager
ThermoFisher Scientifec.
Middle East,North Africa, Pakistan & Turkey
Key Roles & Responsibilities:
• Develop profitable Service marketing plan with tailored service product offering based on channel partners' and customers needs.
• Lead a joint business partners planning process that develops mutual performance objectives, financial targets, and critical
milestones associated with a productive channels and end users relationship.
• Define Installed Base entitlement and identify areas to penetrate and grow profitability.
• Collaborate closely with the commercial team to position service as differentiator at point of sale.
• Meet assigned financial targets and strategic objectives which brings financial growth to the company.
• Establish productive, professional and an organized processes for the service department.
• Coordinate the involvement of service team engagement in order to meet channel partners' performance objectives.
• Assess, clarifies, and validates channel partners' and customers' needs on an ongoing basis.
• Ensure channel partners' compliance with code of conduct and ethical business behavior.
• Plan, organize and evaluate the activities and operations of the service and support department.
Achievement
• 43% growth 2016 Vs 2015.
• Lead the Installed base data mining project team for cleaning the IB in the Emergeing markets region which resulted in better view for
the management for our IB and helped in enhancing the capture rate for equipment and created many ooportunities for equipment life
cycle managent and consubmels sales.
• Created a tailormade offering along with the service marketing team that suites the market and help business partners react to the different needs to different customers.
Key Roles & Responsibilities:
• Develop profitable Service marketing plan with tailored service product offering based on channel partners' and customers needs.
• Lead a joint business partners planning process that develops mutual performance objectives, financial targets, and critical
milestones associated with a productive channels and end users relationship.
• Define Installed Base entitlement and identify areas to penetrate and grow profitability.
• Collaborate closely with the commercial team to position service as differentiator at point of sale.
• Meet assigned financial targets and strategic objectives which brings financial growth to the company.
• Establish productive, professional and an organized processes for the service department.
• Coordinate the involvement of service team engagement in order to meet channel partners' performance objectives.
• Assess, clarifies, and validates channel partners' and customers' needs on an ongoing basis.
• Ensure channel partners' compliance with code of conduct and ethical business behavior.
• Plan, organize and evaluate the activities and operations of the service and support department.
Achievement
• 43% growth 2016 Vs 2015.
• Lead the Installed base data mining project team for cleaning the IB in the Emergeing markets region which resulted in better view for
the management for our IB and helped in enhancing the capture rate for equipment and created many ooportunities for equipment life
cycle managent and consubmels sales.
• Created a tailormade offering along with the service marketing team that suites the market and help business partners react to the different needs to different customers.
Marketing, React, Data mining, Management, Sales, Service, Compliance, Support, Growth, Manager, Processes
2013 - 2015
job
Emerging Markets Service Business development Manager
Carestream Health.
Emerging Markets Region (Russia, India, Turkey, Central Asia, Middle East, Africa and French overseas territories)
Key Roles & Responsibilities:
• Develop profitable Service marketing plan to support tailored service product offering based on business partners' needs,
industry trends and competitor activities.
• Meet assigned financial targets and strategic objectives in business partners' side.
• Lead a joint business partners planning process that develops mutual performance objectives, financial targets, and critical milestones associated with a productive channels relationship.
• Establish productive, professional relationships with key personnel in assigned partner accounts.
• Coordinate the involvement of service team engagement in order to meet business partners' performance objectives.
• Assess, clarifies, and validates business partners' needs on an ongoing basis.
• Ensure business partners' compliance with code of conduct and ethical business behavior.
Achievement
• 20% growth 2015Vs2014
• 22% growth 2014Vs2013.
• 20% growth 2013Vs2012.
• Established productive, professional relationships with key personnel within business partners and CSH employees.
• Established a key Service marketing plan to support tailored service product positioning and offering.
• Worldwide service sales manager of the year award 2014.
• Worldwide service 100% club Elite award 2014.
2|Page
Key Roles & Responsibilities:
• Develop profitable Service marketing plan to support tailored service product offering based on business partners' needs,
industry trends and competitor activities.
• Meet assigned financial targets and strategic objectives in business partners' side.
• Lead a joint business partners planning process that develops mutual performance objectives, financial targets, and critical milestones associated with a productive channels relationship.
• Establish productive, professional relationships with key personnel in assigned partner accounts.
• Coordinate the involvement of service team engagement in order to meet business partners' performance objectives.
• Assess, clarifies, and validates business partners' needs on an ongoing basis.
• Ensure business partners' compliance with code of conduct and ethical business behavior.
Achievement
• 20% growth 2015Vs2014
• 22% growth 2014Vs2013.
• 20% growth 2013Vs2012.
• Established productive, professional relationships with key personnel within business partners and CSH employees.
• Established a key Service marketing plan to support tailored service product positioning and offering.
• Worldwide service sales manager of the year award 2014.
• Worldwide service 100% club Elite award 2014.
2|Page
Marketing, Business development, Sales, Service, Compliance, Support, Growth, Development, Manager, Asia
2011 - 2013
job
Zone Service Sales Leader
GE Healthcare.
Levant countries region (Jordan, Iraq, Lebanon, Palestine and Syria)
Key Roles & Responsibilities:
• Drive the business growth of one GE healthcare portfolio that includes Digital Imaging, Ultrasound and Life support
solutions portfolio.
• Lead the Levant region and drive the service revenue growth for Healthcare systems.
• Focus on building relations with business partners and customers, and closely coordinate with them to drive revenue
growth in service agreements, parts sales and life cycle management solutions for One GE healthcare portfolio.
• Work on building customized offerings to help business partners react the different needs to different customers with tailor-made solutions.
• Collaborate closely with the sales team to position service as a differentiator at point of sale.
• Represents GE healthcare well in front of the Customer by maintaining credibility and accountability.
• Responsible for entire operating plan of account including orders, sales and margins.
• Define entitlement and identify areas to penetrate and grow profitability.
• Have a detailed understanding of customer's business model and how GE's products and services develop and deliver
added value to the customer.
Achievements:
• Built strong relationships with distributors and customers all across the Levant region.
• 33% business growth (2011 Vs 2010).
• 28% business growth (2012 Vs 2011).
• 100% High Tech Capture rate in Jordan and 30% increase in Levant region.
• 300% growth (2011 Vs 2010) in selling life cycle management solutions.
• Secured service business via selling at point of sales.
Key Roles & Responsibilities:
• Drive the business growth of one GE healthcare portfolio that includes Digital Imaging, Ultrasound and Life support
solutions portfolio.
• Lead the Levant region and drive the service revenue growth for Healthcare systems.
• Focus on building relations with business partners and customers, and closely coordinate with them to drive revenue
growth in service agreements, parts sales and life cycle management solutions for One GE healthcare portfolio.
• Work on building customized offerings to help business partners react the different needs to different customers with tailor-made solutions.
• Collaborate closely with the sales team to position service as a differentiator at point of sale.
• Represents GE healthcare well in front of the Customer by maintaining credibility and accountability.
• Responsible for entire operating plan of account including orders, sales and margins.
• Define entitlement and identify areas to penetrate and grow profitability.
• Have a detailed understanding of customer's business model and how GE's products and services develop and deliver
added value to the customer.
Achievements:
• Built strong relationships with distributors and customers all across the Levant region.
• 33% business growth (2011 Vs 2010).
• 28% business growth (2012 Vs 2011).
• 100% High Tech Capture rate in Jordan and 30% increase in Levant region.
• 300% growth (2011 Vs 2010) in selling life cycle management solutions.
• Secured service business via selling at point of sales.
React, Management, Sales, Service, Support, Growth
2007 - 2009
job
Sales & Support Engineer on GE Healthcare products
Arab Medical & Scientific Alliance.
• Sales, Marketing, application and installation support engineer.
• Responsible of driving the business and volume growth of GE Healthcare Clinical devices in Jordan.
Achievements:
• Established excellent connections both internally and externally in a very short period of time.
• Achieved 200% YoY growth.
• Performed application training and clinical support to end users.
• Secured a +80% market share for anesthesia machines and patient monitoring solutions in the Jordanian market by selling the value of
the products and winning all major tenders and replacing competition IB in the country by introducing a tailored made offering and reacting efficiently to different customer needs.
• Responsible of driving the business and volume growth of GE Healthcare Clinical devices in Jordan.
Achievements:
• Established excellent connections both internally and externally in a very short period of time.
• Achieved 200% YoY growth.
• Performed application training and clinical support to end users.
• Secured a +80% market share for anesthesia machines and patient monitoring solutions in the Jordanian market by selling the value of
the products and winning all major tenders and replacing competition IB in the country by introducing a tailored made offering and reacting efficiently to different customer needs.
Marketing, Training, Sales, Support, Growth, Monitoring, Winning
My education
2013
-
2014
Edinburgh Business School Heriot Watt University
Post Graduate degree in Business Research Methods, Scotland-UK
Post Graduate degree in Business Research Methods, Scotland-UK
2012
-
2013
Talal Abu Ghazaleh Graduate School of Business German Jordanian University
MBA, Management
MBA, Management
2002
-
2007
Jordan University of Science AND Technology
Bachelors, Irbid
Bachelors, Irbid
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