Marouane ALAMI

Manage high visibility and strategic Global Enterprise Premier support accounts and ensure 100% customer satisfaction and success.
Provide prompt and complete resolution to technical challenges and business issues that have been escalated.
Lead the resolution of critical account issues.
Provide timely account status reporting both to customers and management.
Develop and execute plans to address customer satisfaction gaps.
Advocate customer's priorities.
Engage with customer business stakeholders to drive customer success and optimisation of the application use.
Proactively identify and implement application solutions and enhancements
Share best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base
Serve as a Subject Matter Expert (SME), in specific functional and technical areas
Establish strong relationships with Sales, Professional Services, Customer Support Manager and other internal resources as appropriate.
Provide annual onsite visit to review and provide recommendations around usage (Yearly Customer Healthcheck)
Excellent negotiation and influencing skills
Excellent written and verbal communication skills
Analysis, troubleshooting, and problem solving expertise
Ability to effectively prioritize and escalate customer issues
Detailed, organized, and results oriented
Ability to multi-task and perform effectively under pressure

As pre-sales: POC’s definition, building and presentation. Business value propositions.
Business requirements analysis and specifications definition.
Data analysis and modeling: designing data warehouse models, facts, dimensions, star schemas,
using Kimball methodology.
ETL: data sources definitions, data transformations and loads, mappings.
Deployment: BI tools, apps and data warehouse database installation, schema and metadata
deployment, initial loads, database tuning, and ETL jobs scheduling.
Customer facing experience on pre-sales, project, delivery, and support roles.
Ability to discuss technical issues with business approach
Experience as DBA, Analyst and Developer on projects in several industries: banking, telecom,
retail, health insurance, energy, marketing and public sector.
Integration of Congnos, SSIS, SSAS and SSRA technical tools.
Architecture of Business intelligent Systems

Migration of a banking software interfaces from Rich Client to a Web Client.
Architecture of the distributed application.
Conception of all UML diagrams to generate the classes and web pages.
Tests preparation.
Validation and integration in differents environnements.