Summary
Overview
Work History
Education
Skills
Languages
Timeline
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Marwan Rohana

Isfiya

Summary

Dynamic Account Manager offering expertise in building partnerships, retaining key accounts and enhancing profit channels. Strong leader with proficiency in growing professional network, influencing decision-makers and devising successful strategies. Collaborative and strategic team leader with robust background in customer relationship management.

Results-driven with attention to detail necessary to effectively and efficiently manage projects, as well as motivate and lead other in a team environment.

Overview

11
11
years of professional experience

Work History

Sr Customer Success Account Manager

Microsoft
07.2018 - Current
  • Responsible for the overall growth, quality, and satisfaction of the customer’s services relationship
  • Ascertain customer’s IT and R&D priorities to set a long-term strategy for service delivery that aligns to customer’s business objectives
  • Delivery of services across the entire support lifecycle, including service delivery planning, service delivery management, incident management / escalations and proactive remediation services
  • Managing critical situations
  • Acts as the first point of contact and business advisor to Microsoft’s customers
  • Managing local and international accounts
  • Set clear sales goals to identify activities and behaviors to advance sales process and close deals.
  • Analyze customers’ needs and suggest upgrades or additional features to meet their requirements
  • On boarding and mentoring new team members.

Director Of Operations

Imagry
09.2017 - 12.2017
  • Take responsibility and initiative in smooth running of all business operations
  • Identify patterns and problem areas and implement effective solutions to increase efficiency
  • Manage internal and external service suppliers
  • Developing and implementing guidelines for employee evaluations, recruitment and promotions
  • Improve the operational systems, processes, and policies in support of organizations missions, specifically, support better management reporting, information flow and management, business process and organizational planning
  • Manage and increase the effectiveness and efficiency of Support Services (HR, IT and Finance), through improvements to each function as well as coordination and communication between support and business functions.

Program Manager

Waze (Matrix)
01.2017 - 09.2017
  • Managing an operation of 40 employees, including team leaders, supervisors, and QA team
  • Planning and designing the program and proactively monitoring its progress, resolving issues, and initiating appropriate corrective action
  • Acts as the first point of contact for enquiries about the program
  • Provides technical and professional coordination and leadership in the execution of day-to-day program activities, as appropriate to program objectives and area of expertise
  • Ensure program activities operate within the policies and procedures of the organization.

NOC & IT-Monitoring Manager

Sizmek
10.2012 - 03.2016
  • Establish a whole new NOC and IT-Monitoring Department
  • Create a professional training system and workflow
  • Interview and recruit NOC & System engineers
  • Develop, document, implement and maintain processes and procedures for day-to-day operations and integration of new services
  • Ensure continual process improvement of the NOC to include automation of NOC activities, reporting, implementation of monitoring activities and administration
  • Guide, direct and lead system engineers in managing projects and deconstructing work processes to tangible and sustainable tasks.

Education

Microsoft Azure AI fundamentals -

Microsoft
2024

Microsoft Security, Compliance and Identity fundamentals -

Microsoft
2023

Microsoft GAMD leadership program -

Microsoft
2022

Prosci Certified Change Practitioner -

Microsoft
2022

Microsoft 365 Fundamentals -

Microsoft
2021

Power Platform Fundamentals -

Microsoft
2020

Microsoft Azure Fundamentals -

Microsoft
2019

Cisco certified network associate (CCNA) -

Cisco
2010

B.Sc. in Computer Science - Computer Science

University of Indianapolis
Indianapolis
2007

Skills

  • Vendor Management
  • Sales management
  • Staff Management
  • Change Management
  • Relationship Building
  • Team Leadership
  • Conflict management
  • Strong decision making and problem-solving skills
  • Excellent communication skills, both written and verbal

Languages

English
Proficient
C2
Hebrew
Proficient
C2
Arabic
Proficient
C2

Timeline

Sr Customer Success Account Manager

Microsoft
07.2018 - Current

Director Of Operations

Imagry
09.2017 - 12.2017

Program Manager

Waze (Matrix)
01.2017 - 09.2017

NOC & IT-Monitoring Manager

Sizmek
10.2012 - 03.2016

Microsoft Azure AI fundamentals -

Microsoft

Microsoft Security, Compliance and Identity fundamentals -

Microsoft

Microsoft GAMD leadership program -

Microsoft

Prosci Certified Change Practitioner -

Microsoft

Microsoft 365 Fundamentals -

Microsoft

Power Platform Fundamentals -

Microsoft

Microsoft Azure Fundamentals -

Microsoft

Cisco certified network associate (CCNA) -

Cisco

B.Sc. in Computer Science - Computer Science

University of Indianapolis

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Marwan Rohana