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Meet us
The Hotel Show
15-17 May 2012
Dubai World Trade Centre
Stand 8 E391
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News
May 7, 2012
MCOM Media Communications, participated once more to the annual International Hotel Technology Forum (IHTF) 2012, the leading event for the hotel technology industry.
April 17, 2012
MCOM Media Communications, implemented an innovative signage system managing multiple monitors for displaying events, daily schedules, generic and way finding information for conference rooms.
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TECHNICAL IPTV CUSTOMER SUPPORT & INSTALLATIONS MANAGER (MCIS-0112)
SALES & BUSINESS DEVELOPMENT MANAGER, MIDDLE EAST & AFRICA (SBDM0112)
JOB OPENING:
TECHNICAL IPTV CUSTOMER SUPPORT & INSTALLATIONS MANAGER
Job ID: MCIS-0112
We're looking for someone with a combined strong technical IT background and a passion for supporting customers to lead our IPTV Customer Support and Installations team. Your key role will be,
to make post sales customer interaction with MCOM a great and satisfying experience! We're looking for someone who is passionate about owning the Customer Support and Installations process and
passionate about supporting customers regularly. We're looking for a leader and a **doer** in this role to take ownership of creating and leading a SCALABLE Customer Support and Installations
process, procedure, and allocating resources appropriately.
This person must love being the "go to" technical person for all customer support needs. We're not just looking for someone who will go the mile, we're looking for that someone who will go the
EXTRA mile, will manage MCOM's IPTV support and installations team and make it the international leader in customer support satisfaction in its field. As part of our core team we want someone
who is passionate about contributing and passionate about customers, who does not wait around to be told what to do and who does not wait around for someone else to do the things that need to
be done.
KEY RESPONSIBILITIES:
- Take ownership of MCOM's support and installation team and set up key processes, procedures and resources in order to scale MCOM's quality customer support with a commitment to outstanding
customer service
- Become a technical expert on MCOM product offerings to successfully manage the solution of all customer support and user issues.
- Be hands-on in researching, responding and issue tracking to successfully manage the solution of all technical customer-related issues while providing the highest level of service and
professionalism.
- Document customer support and installations processes, procedures and technical manuals for internal use as well as for reseller and clients use.
- Work closely with product and engineering members to resolve customer requests.
- Manage customer expectations while ensuring they feel a sense of urgency and clear understanding of issues.
DETAILS/SKILLS FOR SUCCESS:
- Must be highly effective at managing relationships and priorities, tasks, schedules and take pride in supporting customers with the highest level of professionalism.
- Successful candidate should have a proven record of effective management of support and installation technical teams
- Successful candidate must have experience in IT, Web Services, Applications Support, or QA.
- Strong customer skills and project management skills, ensuring customer satisfaction and retention.
- Excellent communicator across a diverse customer audience, including management, sales, and technical staff.
- Must be someone with a sense of urgency, strong analytical and troubleshooting skills that drive them to solve complex technical issues.
- Share feedback and make suggestions with both engineering and product management teams to help improve future product functionality, user experience and customer satisfaction, yet
understand the balance between current priorities in growing our customer base.
- Flexible, with a "can do" attitude, someone that works well with all types of engineering, PM, sales & marketing professionals as a team for the benefit of the customer.
- Ability to multi-task with competing issues and prioritize appropriately.
- Diligent about documentation of customer resolutions and new Operations processes.
- Organized with strong attention to detail.
BACKGROUND:
- 3-5+ years as a leader, manager or director of an IT technical customer support and installations team, professional services, implementation, or applicable customer service role.
- Preferred experience in working with IT, Software or Telecom companies and creating new customer support and installation teams, processes and procedures.
- Conversant in IP Networking, Windows and Linux Client and Server systems, Video streaming.
- Excellent English in writing and speaking
JOB OPENING:
SALES & BUSINESS DEVELOPMENT MANAGER, MIDDLE EAST & AFRICA
Job ID: SBDM0112
We have a challenging and rewarding career opportunity for Sales and Business Development Manager for Middle East and Africa. The key purpose is to develop and execute the sales plan by
defining all key growth sales strategies, tactics and actions required to achieve financial, operational and customer satisfaction objectives for MCOM’s hospitality solutions: HOTstream
IPTV, Digital Signage, Internet, Video on Demand and Interactive TV. The Sales and Business Development Manager is accountable for increasing MCOM’s market share, partner’s network, drive
significant revenues, proactively manage client relationships and to further expand MCOM’s HOTstream brand positioning in MEA. This role is based in Dubai.
KEY RESPONSIBILITIES:
- Sales of HOTstream products in Middle East and Africa. Responsibility to achieve revenues, gross margin and exceed goals in the pursuit of substantial bonuses
- Develop, present for approval and implement business development plans for acquiring new partners/customers in the assigned area
- Generate leads, proposals, negotiate contracts and close deals for potential clients
- Manage the contractual relationship for closed deals and ensure completion of all project activities through solid project plan.
- Establish frame agreements with partners, integrators as well as international and regional hotel chains on global or regional basis.
- Master and maintain vast knowledge of customers’ business, competition, latest country/industry news/trends so as to optimize business growth
- Develop relationships with clients, decision makers and influencers for complex technology services
- Participate in networking venues and tradeshows and deliver sales presentations and demos for HOTstream product portfolio
- Regularly attend sales meetings, teleconferences and suggest areas for improvement
- Report to and work closely with the VP of International Sales & Marketing so as to successfully execute sales plan
- Prepare and submit sales activity reports and sales forecasts as requested, using MCOM’s procedures and reporting tools (CRM, Wiki etc).
PROFESSIONAL QUALIFICATION AND EXPERIENCE:
- University/College Degree in Information Technology, Engineering, Business or other relative discipline
- 6-8 years of proven work experience in Sales/Business Development/Account Management in the hospitality Industry (hotels, hospitals)
- Deep knowledge of the Middle East and Africa markets. Proven experience in sales to hotels in GCC. Experience in Qatari hotel market is considered a plus.
- Strong understanding of IT solutions selling
- Demonstrated ability to establish and cultivate client relationships and long-term partnerships
- Demonstrated ability to develop and manage partner/reseller network
- Excellent communications skills, strong service and customer orientation, team abilities, time management efficiency
- Able to perform under pressure and deliver results against highly challenging targets in a demanding environment that requires task-orientation and innovation
- Outstanding written and verbal communication skills in English. Knowledge of Arabic language will be considered a plus.
- Excellent analytical, numerical and computer skills (including Excel and PowerPoint)
- Bright, ambitious, results-oriented, self-driven with high attention to detail
- Self-disciplined with excellent organizational and time management skills.
- Ability to travel in Middle East and Africa region
Please send your CV to hr@mcoms.com or fax it to +30 210 6839455 with the corresponding reference.
All applications are considered highly confidential
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