Philippe Balch

Customer Engagement Manager - Telecommunications

Profile

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With 14-years experience in the Telecom industry, I am experienced managing Customer Engagement Accounts & Profit Centres in the fast-evolving Telco environment.

I have delivered in the technical domains of Messaging (VAS) and Video streaming applications (IPTV/Mobile TV), Computer Telephony Integration (CTI) and Customer Experience Management (CEM).

My work experience includes leading Practice Centres and managing Tier-1 to Tier-3 Accounts, executing in Business development, Project Delivery, Customer Management and Business Operations roles.

My goal is to leverage my Technical, Commercial, Program Delivery and People Management skills to deliver exceptional results.

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Skills

Skills
10
Program Managemnt

Delivered Programs of works including up to 10 concurrent projects, managing, scope, quality, costs and delivery targets, recruiting and managing teams of projeft managers and experts.

8
Customer Relationship Management 

Managed Tier-1 to Tier-3 customer accounts and stakeholders, ensuring Customer Satisfaction, developping Governance reviews, and defining improvements plans when required.

8
Technical Domains
  • Private Branch Exchanges (PBX)
  • Solutions for Mobile Application Messaging (m-VAS)
  • Video streaming (IPTV/Mobile TV)
  • Computer Telephony Integration (CTI)
  • Customer Experience Management (CEM)
8
People & Team Leadership

Managed a direct report team of 15 persons and delivered programs with up to 45 persons, ensuring results, Motivation, focus and Career progression.

7
Business Operations

Proficient with Workforce and Skills planning, Orders, Sales & Profitability reporting, Costs optimisation and compliance, Delivery model definition and implementation.

7
Sales & Business Development

Executed on Opportunity development, Business case definition, Offer management, Contract Preparation & Negotiation, Commercial Bid response and Presentations to customers.

Technical DOMAIN knowledge 

Call Centre & Customer Experience

  • Call Centres & Help Desk Applications (Genesys™, Motive™ CSC)
  • Customer Self Service Applications (Motive™ SSC, Homeview, BCM)
  • Data Analytics Solutions for Proactive Care (Motive™ DMP, CAL)
  • Home Device Management for Digital Home Services (Motive™ HDM)
  • Service Modelling, OSS/BSS integration, Workflow Engine (Motive™ SMP)
  • Access Network Optimisation and Configuration (Motive™ NA-C)

Video & Multimedia

  • IPTV: Microsoft™ Mediaroom IPTV, Alcatel-Lucent IPTV solutions
  • Mobile TV: Alcatel-Lucent Mobile TV, Streaming servers technology (PVNS™)
  • Internet TV: HTTP Progressive download, Adaptative, Bit stream switching, RTSP
  • Headend Harmonic™, Envivio™, MediaExcel™ solutions
  • Content Mgmt: Asset & Metadata management, Media workflow management
  • DRM/Encryption: Apple™ AES, Verimatrix™, PlayReady™, Widevine™ DRM
  • Devices Applications: iPhone/iPad, Android devices, Symbian OS, DLNA devices

Messaging & Applications

  • Messaging: Multimedia(MMS-C), Short Messaging (SMS-C), Instant Messaging (IM)
  • Voice: Voice Mail (VMS), Ring-Back Tone (P/RBT), Service Resource Point (SRP
  • Video: Video Mail Box (VMB)
  • Media: WAP Gateway (WAP), WAP Portal (Nextenso)

Work History

Work History
2013 - Present

CUSTOMER ENGAGMENT MANAGER (CEM) - AUSTRALIA

ALCATEL-LUCENT

Key Responsibilities 

  • Lead Services engagements from contract signature to successful delivery of the project in terms of Scope, Deliverables, Budget, Client satisfaction, and achievement of required Business outcomes
  • Identified opportunities to provide Additional Value to our clients and to work internally with the Products, Presales and Architecture teams to define Best-in-Class solutions to meet customers’ needs
  • Prepared services offers, costing and pricing, in line with profitability targets. Develop suitable delivery methodologies and rigorous plans for Projects and Programs for customer success
  • Practiced effective Performance management, identifying and documenting quantifiable value received by the customers
  • Ensured the overall success of multiple projects by guiding and leading project teams, from project start to project closure.
  • Partnered with various external partners and recruit contractors to ensure all deliverables are achieved within the timeline constraints and the projects are launched on-time and on budget
  • Developed Resources and skills plan to support Customer programs, lead recruitment and selection process by screening resumes and conducting interviews

Key Achievements 

  • Successfully lead Tier-1 Customer Accounts in Australia (Telstra) and New Zealand (Telecom/Spark), delivering up to $8M AUD worth of services and projects per annum
  • Delivered solutions and projects that generated in excess of $12M AUD costs savings per annum, increased Net Promoter Score (up to +20 points), First Call Resolution (up to +15%), Truck Rolls (-4%)
  • Delivery Program of work in FY15 and FY16 profitably and above target with Services VM = 45%
  • Delivered 3 complex and first-off an innovative projects (Self Service, Business Reporting and Proactive Care) on-time and on-budget without any Customer Escalation or CCI
  • Key contributor and leadership in the development of ANZ business, from 6 persons to 100+ persons in 18 months, from $2M to $20M sales per annum
  • Developed a Resource and Skills planning tools to manage overall APAC Practice staffing (100+ personnel) including an automatic Reporting tool
  • Improved or resolved 16 out of 20 improvement items for Motive Practice within 6 months, following Customer feedback and Post Implementation Reviews
  • Developed a delivery leadership team, advising others on the construction of personal development plans, providing opportunities for colleague training and development
2013

BUSINESS OPERATIONS SUPPORT (3 Month) - AUSTRALIA

ALCATEL-LUCENT

Key Responsibilities 

  • Support key Business Operations functions for the group, bringing innovation and better ways to manage the business
  • Review and improve tools and processes used within the group fro monthly and yearly reporting

Key Achievements

  • Designed a new Model for improved efficiency of Business Operations reporting, ensuring clarity and alignment with Corporate & GCD KPIs, and reporting milestones
  • Built a Workforce & Skills planning tool for the group’s 400+ personnel, across all portfolios (OSS, Payment, IMS, CXT, Multimedia, New technologies) and all RU (ANZ, India, China, Other APAC)
2011 - 2013

PRACTICE & COMPETENCE CENTRE MANAGER - AUSTRALIA

ALCATEL-LUCENT

Key Responsibilities

  • Senior role managing Alcatel-Lucent Multimedia (MMI) and Call Centre Practice (Genesys)
  • Accountable for the end-to-end Profits and Loss (P/L) of the entire practice ($4M/year)
  • Lead the Business development activities in the IPTV/Video/Multimedia & Call Centre domains  Responsible for Customer satisfaction, Stakeholder communication, Progress reporting and driving issue resolution internally and externally
  • Management of a team of 14 persons; business developers, architects, software and test engineers

Key Achievements 

  • Exceeded Orders and Sales targets by 152% in 2011
  • Greatly improved Telstra customer satisfaction the past 2 years
  • Expanded Multimedia business to Strategic Industries markets in Australia (Mining sector)
2009 - 2011

BUSINESS DEVELOPMENT MANAGER - AUSTRALIA

ALCATEL-LUCENT

Key Responsibilities 

  • Develop a monthly and quarterly pipeline of Orders & Sales to ensure continuous revenues
  • Lead technical solutions workshops and presentations to qualify new business opportunities
  • Assist Sales & account team with bidding process and commercial responses
  • Creation, development and presentation of Sales propositions and quotations [RFx process]
  • Coordinate Pre-sales support, manage offer lead times and bid personnel

Key Achievements

  • Increased Change Requests revenue by 350% in 2 years
  • Identified NEW opportunities through Market analysis and Strategic discussions with customers
  • Standardised pre-sales resources and templates, leading to improved efficiency for the company
2001 - 2005

Previous Positions Held

  • 2007-2009 -Alcatel Lucent - Technical Project Manager - AUSTRALIA
  • 2005-2007 - Alcatel - Applications Integration Expert - FRANCE
  • 2003-2005 - Coframi - Field Deployment Engineer - INTERNATIONAL
  • 2002-2003 - IBM - Software Engineer - UNITED STATES
  • 2001 - Hello Direct - PBX Engineer - UNITED STATES

Education & Certifications

Education
2005 - 2006

Project Management Professional [PMP]

PMI Certification (2006)
1998 - 2001

Engineering Diploma / MASTERS Degree

Louis de Broglie Engineering School
1995 - 1998

Maths & Physics Preparatory Classes

Lycée Sainte Anne, Brest - France
1995

Baccalauréat S (High School Diploma) with Honours

Lycée Sainte Anne, Brest - Frsnce