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Laurent LE COEUR

Bezons

En résumé

Over 12 years experience in IT business with various roles from support to Delivery management and Account management. Solid experiences of client relationship management, business development, escalation management, people development and leadership.

Mes compétences :
Fibre Channel/Brocade
Informatique

Entreprises

  • EMC - Global Service Account Manager - SAM Manager at EMC

    Bezons 2010 - maintenant Responsible for overall Customer Experience (Worldwide) for France Telecom Group
    Executive Customer Interface
    Aligns with GAM
    - Sales Pipeline / EBC / Global Resource Requirements
    Global Communications
    - Global Reporting (Elite Dashboard)
    - Escalation Management
    - Strategic GCS Deliverables
    - Operational Consistency
    Creates and Inspects Local SAM Deliverables
    - Preventive maintenance (FCO, TSE), Code Compliance, Tickets, ETA
    Global Sales Enablement
    - Customer Education (E-Service / Self-help)
    - Personalized Support Offerings
    - Global Maintenance Review
    Designated Reporting

    Responsible of Service Account Managers Team
    Act as a coach for ongoing issues
    Ensure global consistency for engagement model, deliverables, training
    Monthly account review w/ direct reports (metrics, risk, business, project)
    Promote development of strong cooperative relationship with local Sales, Professional Services and Consulting organizations
    Member of EMEA PMO

  • Brocade - Service Delivery Manager

    2005 - 2010 Responsible of a team composed of 3 Senior Professional Consultants and 1 Project Manager. Storage Network Architect, Member of the EMEA Professional Services extended core management team.

    • Storage Network Architect for complex Data Center projects.
    • Participate actively in pre-sales cycle for the technical aspect of a project.
    • Customer embassy to drive the communication with support organization.
    • Insure project profitability for assigned projects.
    • Insure/Facilitates staff development & training.
    • Manage & reports Services Delivery Metrics per practice & enforces the defined Delivery Methodology.
    • Establish SIP objectives for my staff that support Services objectives & methodology.
    • Manage project escalations & project staffing.
    • Evaluate staff employees for delivery fitness, and take remedial action where required to insure quality delivery.
    • Meet overall/project expense objectives and profit margins.
    • To achieve this work closely with Services Operations, Project Manager and Services Sales teams to ensure the best-in-class delivery team and project profitability.

    Key Projects & Achievements:
    • Designing the storage network architecture for SANOFI, HSBC and Carrefour accounts.
    • Drive Brocade support communication during a “CRITICAL” production outage into one of the major French bank account.
    • First revenue in EMEA for the last two quarters in 2010 fiscal year.

Formations

Réseau

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