Amel Bilek
Reston,VA
Overview
15
15
years of professional experience
1
1
Certification
Work History
Enterprise Solution Success Manager
FICO
04.2017 - Current
- Managing US and Canadian portfolios of 12 clients in core banking $20M in ARR, serving as the primary point of contact throughout customer's life cycle
- Led customer onboarding initiatives to enhance product adoption and satisfaction, reducing time-to-value by 25%
- Improved net promoter score NPS by 66%
- Improved customer and revenue retention rates by 95% through proactive engagement and success planning
- Analyze data, identify and track KPIs to develop and produce regular presentations for onsite business reviews QBRs- EBRs to the leadership and C-suite
- Understand client's needs, troubleshoot issues, communicate effective and valuable solutions
- Developed strategic account plans to align client goals with FICO solutions.
- Launched new initiatives aimed at improving overall customer experience, leading to increased brand loyalty and advocacy.
- Proactively communicate recommendations, address potential issues to prevent churn ensuring client's engagement and retention
- Identify and capitalize growth opportunities to improve client's ROI and increase company's revenue
- Ensure continued customer engagement in upselling and cross-selling providing value with personalized offers
- Collaborate effectively with various teams, sales, support, operations, product, professional services, legal, compliance and security to ensure customer success at different levels
- Conduct formal client- vendor audits, RFI/ RFP evaluations
- Advocate for customers, show empathy and effectively escalate urgent issues that impact their business and SLAs- continuously provide updates till full resolution
- Monitor customer's product usage and health through reporting and monthly billing to resolve any potential issues before they arise
- Responsible of contract renewals, writing proposals, SOWs, pitching and pricing negotiations for new projects and monthly billing.
- Maintained accurate customer's data and health metrics in Tableau and Salesforce CRM tools
- Efficiently plan for success engine incorporating automated reports in AWS console- databases and MS macros for repeated data analysis
- Mentor and manage junior team members, building process and success playbooks
Solution Consultant- Sr Manager
GMAC
08.2016 - 04.2017
- Led cross-functional teams to implement strategic initiatives, enhancing operational effectiveness.
- Actively engaged in live demonstrations and trainings of GMAC board members and stakeholders from universities worldwide
- Proactively created a solution accelerator to streamline customer onboarding and reduce implementation time by 45%
- Analyzed market trends and client feedback to refine service offerings, increasing client satisfaction.
- Effectively collaborate with various teams in roadmap planning, brainstorming, designing, developing and delivering new product functionalities
- Led test automation team for scoring algorithms and APIs using programming languages
- Conducted sprint planning and user story writing, market research and user experience
- Responsible of delivering an outstanding solution quality, aligning with client's needs and timelines
Product Technical Support, Manager
Becton Dickson
01.2016 - 08.2016
- Responsible of hardware and software troubleshooting in various complex integrated areas and vendors
- Led technical support team to enhance customer satisfaction through efficient issue resolution.
- Developed and implemented training programs for new support staff, improving service quality.
- Maintained accurate ticket documentation, resolution and remediation plans
- Reduced ticket resolution time by 65%
- Acted as a technical liaison between support and engineering, reducing escalations and resolution time by 35%
- Led root cause analysis for production incidents for impacting customers
- Reviewed logs, API responses and database records to support tier 1/ tier 2 instigations
- Handled complex client's escalations, via email, phone and in person meetings
- Effectively communicate through ticketing system to clients via Service now and Jira
- Effectively led projects and generated project status and progress reports to leadership teams
- Work closely with professional services teams- off-shore based for daily task assignment and scrum maintenance
- Experience in Azure cloud environment for mobile applications and medical devices
- Conduct peer reviews with various leaders and identify areas on improvements for sign offs and release approvals
- Support production with bi-weekly releases and emergency patches.
- Analyzed customer feedback to identify trends and recommend product improvements.
- Coordinated cross-functional communication between support teams and product development units.
- Established key performance indicators to measure support effectiveness and drive continuous improvement efforts.
- Tracked KPIs and created continuous improvement plans.
- Optimized scheduling for 24/7 support coverage, ensuring customer needs were met around the clock.
Sr Software engineer
REI Systems Inc.
03.2011 - 01.2016
- Collaborate with internal teams for planning and delivery of scalable applications
- Led development of scalable software solutions, enhancing system performance and user experience.
- Architected microservices-based applications, improving modularity and deployment efficiency.
- Spearheaded adoption of Agile methodologies, enhancing team productivity and project visibility through iterative development cycles.
- Optimized database queries, resulting in significant improvements in application response times.
- Developed scalable applications using agile methodologies for timely project delivery.
- Maintained comprehensive documentation of development work, facilitating knowledge sharing among team members.
- Managed multiple projects simultaneously while maintaining strict deadlines and high-quality standards.
- Delivered unit-tested systems within customer-prescribed timeframes.
- Tested methodology with writing and execution of test plans, debugging and testing scripts and tools.
- Create and maintain system's documentation for multi- vendor integrated endpoints
- Implemented CI/CD pipelines, streamlining code integration and delivery processes across multiple projects.
- Collaborated with cross-functional teams to define project requirements and deliver high-quality software products.
- Conducted code reviews, ensuring adherence to best practices and maintaining high code quality standards.
- Mentored junior engineers, fostering skill development and knowledge sharing within the team.
- Conducted customer demonstrations for each sprint and discussed feedback including possible implementations and defects fixes.
- Optimized back-end services to optimize performance and reliability
- Strong problem solving with a collaborative mindset
Summary
14 Years in the tech industry, experienced in B2B SaaS Customer Success Management - core banking sector with a proven record of building strategic, trusted relationships with executives at major financial institutions.
Professional with robust experience in client success and relationship management. Skilled in driving team collaboration and achieving measurable results. Proficient in utilizing CRM tools, developing strategic plans, and fostering client satisfaction. Adaptable, reliable, and focused on delivering impactful solutions in dynamic environments.
Expertise in leading presentations for the C-suite level, excellent storytelling, showcasing return on investment and providing executive recommendations. Pitching and pricing, writing proposals, contracts and statement of work.
Collaborative leader partners with coworkers to promote engaged, empowering work culture. Documented strengths in building and maintaining relationships with diverse range of stakeholders in dynamic, fast-paced settings.
Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.
Expertise in developing and maintaining scalable software applications, and complex systems through agile methodologies, product management, engineering and technical analysis with a collaborative mindset and a focus on delivering reliable, high-quality solutions.
Education
M.D. - Computer Science
University of Algiers
Algeria06-2010
Skills
- Excellent communication skills
- Strategic relationships specialist
- Customer management
- Salesforce CRM
- MS tools
- Tableau
- Jira
- AWS console
- Database and data analytics
- Data metrics
- Product and project management
- APIs and integrations
- Customer retention
- Staff mentoring & leadership
- Sales proficiency
- Pipeline development
- Revenue growth
- Report analysis
- CRM software
- Generative and Conversational AI
- Decision-making
- Interpersonal skills
- Strategic planning
- Training and mentoring
Certification
- Certified Customer Success Manager
- Certified Programming languages in Information Technology - Northern Virginia Community College
Languages
English - very fluent speaking and writing
French - very fluent speaking and writing
Timeline
Enterprise Solution Success Manager
FICO
04.2017 - Current
Solution Consultant- Sr Manager
GMAC
08.2016 - 04.2017
Product Technical Support, Manager
Becton Dickson
01.2016 - 08.2016
Sr Software engineer
REI Systems Inc.
03.2011 - 01.2016
M.D. - Computer Science
University of Algiers