Rob Rosendahl
Munkfors
Summary
Experienced Senior Project and Customer Success Manager with over 30 years of business experience. Excellent reputation for resolving problems and improving customer satisfaction. A multi job experience, enthusiastic, self-motivated and builds long-term trusted relationships with key customer contacts. Strong interpersonal skills, and extensive customer "face-to-face" experience at all levels within an organization up to the executive and board levels. After several years of successful Senior Project Manager moved into sales. Successfully managed and grew the highest revenue accounts, resulting in consistent target overachievement. Takes ownership and accountability, to drive customer satisfaction. Track record of issue resolution and containment. Excellent Presentation skills, confident to deliver presentations at board level. Ability to turn problem engagement into opportunities, ensuring 100% customer satisfaction and retention. Works well as part of a team, but equally motivated to work individually and remotely. Successful at keeping customers happy and working with cross-functional teams to manage the entire sales process. Collaborative and hardworking with a flexible approach and strategic mindset. Expertise in Salesforce and MS Office suite. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
36
36
years of professional experience
1
1
Certification
4
4
Languages
Work History
Service Delivery Manager
Eviden (part Of ATOS)
04.2023 - Current
- Enhanced service delivery within Industry 360 field.
- Streamlined operations for improved customer satisfaction and retention rates.
- Reduced turnaround time with effective resource allocation and task prioritization.
- Improved service quality, addressing client concerns promptly and professionally.
- Fostered strong relationships with clients to maintain long-term partnerships and drive business growth.
- Collaborated with sales teams to develop strategies that maximized revenue generation through upselling or cross-selling opportunities.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
Engagement Manager
MongoDB
07.2021 - 03.2023
- In close relationship with Sales bring in at least 5 new logo's per quarter
- Regular cadence to met existing clients to understand services and training needs, (around 100 Clients).
- Collaborated with sales, delivery and service teams to manage seamless client experiences to show and provide bussines Value.
- Consulted with internal and external (SI) teams on established best practices and process improvements.
- Creating Services proposals and assist with negotiations and closings. Average deal size between 30 and 200K
- In structured way maintained and improved MongoDB's reputation and positive image. Delivering webinars and Lunch and Learn sessions to improve product awareness.
Lead Services Solution Manager
BMC Software
05.2016 - 06.2021
- As Lead Services Solution Manager responsible for sales of professional services in Nordics for large accounts like IKEA, Ericsson, Nokia, Nordea, Tieto, Telia, Tele2, Volvo, SEB. In Holland worked with DICTU, ABN AMRO.
- Selling full implementation project for BMC portfolio, selling managed services for large customers
- Responsible to deliver my year target of 7.5 Mil USD
- On daily basis updating forecast status of opportunities
- Work close with BMC Eco system to sell new offerings and solutions.
- Established strong client relationships through consistent communication and proactive problem-solving efforts.
International Project Manager
BMC Software
02.2011 - 04.2015
- Responsible as International Project manager for several small and large BMC Software projects.
- Worked for banking-, gambling-, wholesale-, telecom and car manufacturer industry.
- Established complete replace of full service desk functionality for Ericsson internationally 160.000 internal end users, 6000 2nd line support people and 600 1st line support desk employees.
- Met project deadline of delivering within 10 months. budget of 2 million Dollar.
- Maintained clear communication with internal, external teams writing technical user documentation.
- Orchestrated projects within strict timeframes and budget constraints by solving complex problems and working closely with senior leaders
Project Manager and Manager Education
Mansystems
07.2007 - 01.2011
- Set up international Training facilities for, products, Assist organization in creating training material for their own Service Desk product
- Create "Train the Trainer" materials for international partners
- Arranging on-site BMC training
- Creating full Training catalogue
- Running Internal ITIL version 3 training program
- ARS trainer and ITIL version 3 trainer
- Delivery for BMC customers like IKEA / AWK
- Worked as project manager for different customers, managed multiple projects.
- Customer names: Dutch Police, KPN, Several Hospitals, Eurojust.
- Project scope was roll-out and implementation of service management software.
Board Member
Infodemic
07.2005 - 06.2007
- Member of Management Team, established new business processes and procedures for running day to day operation.
- Run day to day business for Dutch office with 25 technical consultants, working with team to increase productivity .
- Prepared annual budgets with controls to prevent debts
- Spend around 2 days per week as senior project manager in security project for large Insurance Company (AEGON).
- Internationally delivering ITIL training in: South Africa, Germany, Austria, Switzerland.
- Researched potential local, and national funders and assisted in relationship building. (New office in Dubai and Singapore).
Senior Project &Team manager and Trainer
BMC Software NL
01.2001 - 06.2005
- Managed successful project for following customers:, ABP, ATOS, Euro next, AXA, AEGON, Dutch Tax department, COLT Telecom, DTO, City town of Leeuwarden, Vendex KBB, Organon, PinkRoccade, Schiphol group, Stater, USG.
- Team manager responsible for 6 consultants who carried out installation and training activities for BMC
- Provided ITIL and Airport simulation training (BMC ITIL game) for customers and internal teams..
Senior Project Manager
ICL Fujitsu
01.1999 - 01.2001
- Senior project manager managed several national projects: Roll-out of 110 workstations NT by ABP, Expansion of existing office with new hardware (500 office places) (KLM), Roll-out of new hardware equipment for 16 employment offices.
- Several International projects: upgrade the hardware on 48 Container ships from P&O, supply and install new hardware (during travel) to get them Y2K compliant, within 3 months including documentation Back-up facilities and delivering training to the crew.
- Project manager roll-out of 17.000 Pc’s for DSM worldwide.
Consultant / Project manager / Manager of the IT Helpdesk / Designer and
ING Barings
01.1988 - 12.1998
- Technical lead for building International Forex trading rooms for NMB / ING Barings. Established standard Blueprint for future need,
- Project manager for setup of Trading rooms for several international projects in Athens, London, New York, Moscow, San Paulo, Warsaw.
- Project management for 27 District offices for ING in Netherlands.
- Project budgets between 1 and 50 M Euro.
- Head of IT Helpdesk for 2 Forex and Stocks Trading Rooms within NMB, to manage team of 4 people to resolve daily IT and telephone issues.
- Delivered outstanding service to clients to maintain and extend relationship for future business opportunities
- Created monthly forecast templates and resource management allocations for approved projects
Education
High School Diploma -
MTS
Arnhem06.1984
High School Diploma -
HTS
Eindhoven06.1988
Skills
- Customer retention and growth
- Commercial awareness & P&L Management
- Track record of selling complex solutions and services
- ITIL Service manager Foundation
- Chandler Selling training
- Sales Foundation and MEDDIC
- Process improvement, and implementation
- Effective leader, with strong customer focus (Delivered large international projects)
- Consistently meets and exceeds goals and targets
- Exceptional interpersonal communication
- Strong cultural awareness
- Efficient multi-tasker
- Project & process management skills
- Delivering value propositions and presentation
- Project Oversight
- Operational Efficiency
Languages
Dutch
Native language
English
Advanced
C1
German
Upper intermediate
B2
Swedish
Intermediate
B1
Certification
Sales skills:
1. MEDDIC BMC Sales Process and Engagement model
2. 7 Wonders Value Based Selling
3. Mandel training
4. Chandler Sales force
Project Management certifications:
- Prince II / PRIMA / DSDM / CMM and PMP, Lean (6 Sigma-yellow belt)
Service management:
- .ITIL knowledge: Foundation, ITIL II / ITIL III/, ITIL IV,
- ITIL version II Service manager,
- ITIL trainer.
- [Area of certification] Training - [Timeframe]
- Licensed [Job Title] - [Timeframe]
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Service Delivery Manager
Eviden (part Of ATOS)
04.2023 - Current
Engagement Manager
MongoDB
07.2021 - 03.2023
Lead Services Solution Manager
BMC Software
05.2016 - 06.2021
International Project Manager
BMC Software
02.2011 - 04.2015
Project Manager and Manager Education
Mansystems
07.2007 - 01.2011
Board Member
Infodemic
07.2005 - 06.2007
Senior Project &Team manager and Trainer
BMC Software NL
01.2001 - 06.2005
Senior Project Manager
ICL Fujitsu
01.1999 - 01.2001
Consultant / Project manager / Manager of the IT Helpdesk / Designer and
ING Barings
01.1988 - 12.1998
High School Diploma -
MTS
High School Diploma -
HTS
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