In my role as a Product Owner overseeing 20 medium to large enterprise clients utilizing the BA Analyser SaaS tool provided by BrandAdvantage, I also took on responsibilities in line with those of Service Delivery:- Resolved inquiries related to the BaAnalyser tool for existing clients- Coordinated digital marketing campaigns and online support materials- Oversaw the set-up process of the BaAnalyser tool for clients- Established client relationships, recorded and analysed feedback for e-marketing campaign development- Updated monthly support materials for client use- Provided on-site and online training sessions for clients- Performed daily testing on BaAnalyser tool for quality assurance- Generated monthly reports on client inquiries to improve the tool- Designed and oversaw system development briefs with developers to improve user experience- Responded to Helpdesk support tickets and calls to assist and resolve inquiries- Ensured client satisfaction and acted as a liaison between the client and internal teams- Managed client expectations with timely and accurate updates- Monitored and analysed service delivery metrics to improve processes- Developed and maintained SOPs for service delivery and support activities- Led cross-functional teams to resolve complex issues- Proactively identified and resolved potential service delivery issues- Coordinated with the sales team to identify potential upsell opportunities- Stayed up-to-date with industry trends to continually improve service delivery processes and techniques.

Employing SalesForce CRM system in the business and working with sales reps creating sales campaigns and providing updated marketing material to achieve business sales objectives; selling attachments for heavy machineries in construction and demolition industry.

Promotion from the position of Telephone Business Specialist catering only to small business enterprises to Business Account Manager; looking after small and medium business enterprises.