Yolandé Roberts Email and Phone Number

Zendesk, Conversocial, Verint, Brandwatch & Unmetric SolutionsOwnership and accountability of platform trials and pilotsImplementing a trial management process and aligning with Business DirectorsSkill up on all partner SaaS solutionsParticipate in developing client marketing material and initiativesManage internal social channelsConfigure and optimise platform parameters for outbound campaigns to ensure maximum reach.Ensure listening tool syntax incorporates all aspects of the brands intended social awarenessWork alongside clients to plan and rollout social customer care operations and procedures, ensure metrics are in place for reporting to provide business heads with data-rich reports in order to make knowledgeable business decisions.Analyze and report on customer performance and retention for clients, ensuring engagement is managed and customer service channels are managed to meet SLA's.Delve into analytics to identify key performing areas, trends and highlight areas requiring improvement, make recommendations for growth and coordinate the roll out plan to make the enhancements.Assist with building Social media content and strategies.

Manage Enterprise Named & Strategic Accounts within Western Cape, Namibia, East London & PEManage Tier 1 Business Partners (Dimension Data, Jasco & Atio)Manage & oversee on-site engineers & business analysts for ad-hoc projects where Avaya professional services is requiredServe as the Avaya ambassador for the territoryCouncil deployment project meetings, roadmap sessions & progress meetings, ensuring all Avaya team members are meeting SLAsEstablish and maintain account plans together with the assigned System engineer to promote sales growth within the Named AccountsEnsuring that the Avaya Full Stack is positioned to the customerManaging & submitting Special Bids into Avaya on behalf of the Business PartnersFacilitating Roadmap & workshop sessions with the stakeholders to ensure that the clients current architecture & future requirements are metEnsuring that the Tier 1 Business Partners are up to date with certifications & minimum criteria in order to retain Tier 1 statusAssist the resellers with technical support, Professional Services, Discount submissions to HQ, Demo's, POC's etcEnsuring that the resellers have the correct pre-sales support, whether that be locally or globallyManage all Named accounts maintenance & service contracts together with the Service Manager to ensure continuity of support contractsCoordinate and direct efforts across Avaya sales teams and across business groups globallyPartner effectively with the business partners to ensure that there is one joint force into the customer and all objectives are in alignmentTravel required when necessary to Santa Clara HQ when necessary with customers & business partners to showcase solutions at Technology Forums

Managing all Tier 1 & Tier 2 resellers in Western Cape & Port ElizabethPortfolio responsible for within the Channel are 14 x Accounts/ Resellers namely:Dimension Data, Datacentrix, Business Connexion, First Technology, EOH etc.Ultimately responsible for adhering to absolute client satisfaction via the provision of comprehensive and dedicated client serviceNegotiating product placement to ensure high volume positioningOrganising reseller meetings and accompanying company personnel and vendors to meet with customers to assist with sales cycle and pre-sales configurationForecasting long range accounts sales and product needs and communicate relevant information regularly to the DirectorObtaining and acting on customer feedback to improve products & servicesEnsuring all key accounts are constantly kept up to date with training, promotions, marketing and strategic meetings held regularlySeek opportunities to increase run-rate business within the existing accountsResponsible for project managing new projects with resellersAssist & project manage resellers with RFQ requests & project based assignmentsPlan, organize and facilitate promotions, campaigns & product/ vendor eventsProduct Portfolio:Microsoft, Microsoft Lync, Avaya, Cisco, Linksys, HP Networking, Adobe, Symantec, Netshield, Fujitsu, Norton, Ruckus, Dialogic, Eaton, Attachmate, Iomega, Kaspersky, Novell

Role & Responsibilities:Managed a portfolio of existing key/strategic accountsManaged partner and supplier relations to present these product roadmaps and strategies to the team and managementEnsure successful implementation of solutions alongside project managers and engineers In-depth knowledge of the customers’ needs and implementing appropriate solutions and technology roadmaps to match the customers’ requirementsProduct Portfolio:Virtualisation - Server Consolidation, Business Continuity, Desktop Virtualisation, Automation, Management and reporting.Enterprise Storage: EMC, HP & IBMDatacenter Solutions: http://www.firstnet.com/Compliance- Backup and recovery, SCCM IntegrationActive Directory Policies Email Archiving and Document Retention.Networking -WAN optimisation, Virtualisation intelligent NetworkConvergence, Security, Wireless, UTM, IDS/IDP.Microsoft -Unified Communications, Messaging, Enterprise data management, Infrastructure optimisation, Licensing

•Managing portfolio of existing key accounts.•Responsible for maintaining the Hotel, Tourism & Leisure vertical at a National level•Key Account Management of existing corporate & multi-national clientele•Perform complex sales-related and administrative tasks under self-direction. •Demonstrate extensive knowledge of all company product offerings as well as competitor’s technology pertaining to local and international markets•Create business strategies - work closely with existing clients to build short & long term initiatives•Proposals/margins & technical specifications are formulated at own discretion•Report directly to the Regional Manager•Responsible for arranging social events - for Key Account relationship building •Presentations at boardroom level - formal and interactive•Extensive networking within circles of influence•Ability to work as part of a global sales team in delivering global solutions•Project meetings with engineers for design and implementation•Strategic selling - regular Bid meetings for large account management•Quarterly strategic-session for the region - Focus on a ‘Business plan’ level•Oversee and coordinate pre-sales activities•Work closely with Telemarketer to penetrate new business within vertical market• Deal predominately with the IT Director/FD’s/MD’s & Project Managers •Identify, manage and coordinate appropriate resources within the various organisations and with external partners for support of implementation•Ensure that customer requirements are delivered & acquire new opportunities to up-sell/cross-sell & maintain responsive customer service after the sale

•Customer retention of corporate accounts•Co-ordinate functions and events for corporate and prospective clients i.e. Golf days & formal campaign evenings•Plan, organise and co-ordinate regular technology breakfasts – Networking•Facilitate product launches from online campaigns through to event management.•Core focus – “Brand awareness” & “Business Solution” selling•Regular presentations at boardroom level•Accurate needs analysis based on current situation•Complete legal buyout process from start to completion•Structure profitable proposals and deals at own discretion•Knowledge of competitors products and strategies•Planning and assisting with marketing related activities concerning internal Marketing, sponsorships, as well as organising the necessary branding & Promotional materials and planning of relationship marketing initiatives.•Complete regular courses given by Nashua Mobile to attain a sound knowledge of all Wireless and Data technology•Monthly sales forecast and projection analogy •Ensure that top 5 clients IRO spend have updated SLA’s•Sell relevant products and services to specific segments