Malu Venugopalan Menon
Electronics And Communication Engineer
Doha
Summary
Results-oriented Business Development professional with a proven track record in driving revenue growth, building high-value client relationships, and developing strategic business solutions. Extensive experience in aligning business development strategies with client needs, delivering tailored solutions, and engaging with executive decision-makers. Known for fostering strategic partnerships, executing proactive sales strategies, and exceeding business targets through a client-centric approach. Proven expertise in both product selling and service selling across various industries.
Overview
11
11
years of professional experience
Work History
Operations Manager
Engie Group
06.2023 - Current
- Strategic Account Management of key clients: Ooredoo, Vodafone, and Qatar Islamic Bank (QIB).
- Led a team of 75 professionals (technicians, supervisors, and engineers) to deliver outstanding service and operational excellence.
- Conducted weekly client engagement meetings with strategic clients to ensure alignment, resolve challenges, and maintain strong relationships.
- Successfully upsold additional services, driving revenue growth and enhancing the company’s service offerings.
- Maintained a high client retention rate through proactive engagement and reliable service delivery.
- Independently managed escalations of all complexities, ensuring prompt resolution and eliminating the need for higher-level intervention.
- Identified and capitalized on cross-selling opportunities, contributing to a significant boost in annual sales.
- Developed and implemented personalized account plans, aligning company services with client goals and business transformation needs.
- Ensured client satisfaction by maintaining service-level agreements (SLAs) and delivering results that exceeded client expectations.
- Cultivated and maintained relationships with C-level executives and key decision-makers, ensuring alignment and sustained business growth.
- Designed strategic roadmaps for account growth, identifying opportunities for new services and process optimizations.
- Conducted detailed quarterly business reviews (QBRs) with clients to assess performance and strategize future collaboration.
- Mentored and developed a 75-member team to enhance skills, improve performance, and ensure consistent service delivery.
- Fostered a culture of accountability and excellence, resulting in improved client satisfaction and operational efficiency.
Customer Success Manager
Engie Group
06.2021 - 05.2023
- Developed and executed account strategies to enhance client engagement, streamline solution delivery, and optimize management processes for increased efficiency.
- Collaborated with industry experts and partners on customer success initiatives, aligning project outcomes with strategic growth objectives.
- Strengthened long-term partnerships through effective engagement with senior decision-makers, fostering client trust to scale business impact.
- Implemented structured account governance, ensuring customer plans aligned with business goals and maximizing client satisfaction.
- Supported ECM’s digital transformation journey by digitizing end-to-end operations into a CAFM system.
- Worked closely with clients during the transformation process, activating and customizing client portals to suit their specific needs.
- Undertook customer satisfaction ratings to gauge and improve client experience.
- Managed the 24x7 helpdesk, ensuring seamless support and quick issue resolution for clients.
OEM Presales Engineer
Qatar Site and Power
04.2014 - 02.2021
- Managed a complex sales pipeline, aligning account strategies with client priorities to boost customer satisfaction and meet revenue targets.
- Supported sales engineers by coordinating client requirements and facilitating successful deal closures.
- Responsible for obtaining material approvals from consultants for Vertiv products.
- Addressed consultant queries on Vertiv products, providing substantiating documents and technical clarifications.
- Coordinated with the operations team to develop and deliver method statements for project execution.
- Managed warranty statuses and ensured timely resolution of warranty-related issues.
- Developed targeted sales strategies, resulting in market share growth and positioning the organization as a leading energy solutions partner.
- Fostered long-term partnerships with key accounts, establishing strong connections with decision-makers to support growth opportunities.
- Regularly liaised with product management teams, providing valuable input on new features and improvements based on client feedback and market demand.
- Spearheaded the creation of technical documentation, simplifying support procedures for both internal teams and customers alike.
Education
Bachelor of Engineering - Electronics And Communication Engineer
Anna University
India 04.2001 -
Skills
Strategic Business Development & Account Management Executive Relationship Management Solution Selling & Value Propositioning Cross-functional Team Collaboration Revenue Growth & Sales Forecasting Customer-Centric Strategy Implementation Market Penetration & Business Transformation Change Management & Stakeholder Engagement Strategic Account Growth & Retention Client Success Management Executive-Level Communication Contract Negotiation & Renewals Revenue Maximization Strategies Cross-Selling & Upselling Techniques Product & Service Selling Strategies
Accomplishments
- QIB extended the scope of work to cover all their premises due to consistent service quality and trust, contributing to a 20% increase in annual revenue.
- Secured a 4-year contract renewal with Vodafone, ensuring long-term business stability and adding $2 million in revenue.
- Achieved the No. 1 rating for the Ooredoo account among service providers for three consecutive years through exceptional service delivery.
- Played a pivotal role in managing the project that ECM was awarded during FIFA, ensuring flawless execution and receiving a commendation from the Supreme Committee for dedication and operational excellence.
- Led the implementation of client portals and CAFM digitization, reducing operational inefficiencies by 30% and improving client satisfaction scores by 15%.
- Developed and mentored a 75-member team, improving overall productivity and client service response times by 25%.
- Successfully managed a 24x7 helpdesk, maintaining a 98% resolution rate within SLA timelines.
- Collaborated with various OEMs to explore and establish strategic partnerships for innovative service offerings.
- Promoted ESCO services by Engie to various top-tier accounts in Qatar, facilitating energy performance contracts.
- Built and maintained strategic relationships with Kahramaa for various energy initiatives.
- Represented ECM at industry events and seminars, introducing the company to potential clients and securing their interest.
Timeline
Operations Manager
Engie Group
06.2023 - Current
Customer Success Manager
Engie Group
06.2021 - 05.2023
OEM Presales Engineer
Qatar Site and Power
04.2014 - 02.2021
Bachelor of Engineering - Electronics And Communication Engineer
Anna University
04.2001 -
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