Dell Operations Analyst, Advisor, VMware Team in Cairo, Egypt

Responsibilities

Program Management

  • Lead strategic projects for the Customer Success program ensuring all deliverables are tracked and achieved according to schedule

  • Uncover and mitigate program and project risks while driving mitigation plans

  • Communicate project updates, dependencies, commitments and schedule changes to internal and external stakeholders

  • Ability to make strategic decisions and apply corrective actions to keep program momentum moving forward

Reporting

  • Prepare status reports and update dashboards that represent the accomplishment of the Customer Success program with internal and external leadership

  • Able to translate operational metrics into business insights

Process

  • Create and deliver new policy and procedure documents ensuing staff are executing consistently

  • Drive continuous improvement into the operations by actively seeking way to provide better value to internal stakeholders and our customers

  • Deliver a structured change management process ensuring staff know how to operationalize enhancement to our various line of business tools

  • Demonstrate a strong sense of urgency for issues impacting customer satisfaction

  • Exemplary written and verbal communication skills

  • Manage relationships and coordinate work between different teams in different locations

Qualifications:

  • At least 5 years of relevant experience, preferably in a SaaS environment

  • An active Project Management certification is required (PMP, CSM)

  • Formal training in any engineering discipline, preferably CS, EE, IS

  • PowerPoint Ninja

Preferred Qualifications:

  • Proficiency with data reporting / analytics tools such as Tableau and Excel

  • Experience deploying and using Gainsight

  • Experience working in an Agile project management environment

  • Confident being in a customer facing role

Reporting

  • Prepare status reports and update dashboards that represent the accomplishment of the Customer Success program with internal and external leadership

  • Able to translate operational metrics into business insights

Process

  • Create and deliver new policy and procedure documents ensuing staff are executing consistently

  • Drive continuous improvement into the operations by actively seeking way to provide better value to internal stakeholders and our customers

  • Deliver a structured change management process ensuring staff know how to operationalize enhancement to our various line of business tools

  • Demonstrate a strong sense of urgency for issues impacting customer satisfaction

  • Exemplary written and verbal communication skills

  • Manage relationships and coordinate work between different teams in different locations

Qualifications:

  • At least 5 years of relevant experience, preferably in a SaaS environment

  • An active Project Management certification is required (PMP, CSM)

  • Formal training in any engineering discipline, preferably CS, EE, IS

  • PowerPoint Ninja

Preferred Qualifications:

  • Proficiency with data reporting / analytics tools such as Tableau and Excel

  • Experience deploying and using Gainsight

  • Experience working in an Agile project management environment

  • Confident being in a customer facing role