Joakim Domeij

Managing Account Director - SaaS 

Customer Success Leader

Major Incident Manager

About me

Dynamic SaaS Managing Director with over 15 years of experience driving customer success and strategic account management. Proven track record in building relationships with C-level stakeholders and expanding account value, contributing to multimillion Euro profits. Expertise in process optimization, compliance, and operational efficiency, supported by relevant certifications such as VMware VCP and Cisco CCNA. Adept at aligning technology solutions with business objectives, ensuring exceptional customer retention and satisfaction that can significantly benefit any prospective employer. Escalation focal point for EMEA and US customers.

Work Experience

EIS Group

Managing Account Director - SaaS  

Customer Success  Director

Sep 2022 - Current














DellEMC       

Sr Technical Account Manager

Remote Installation Engineer

Jan 2011 - Sep 2022

Managing Account Director - SaaS & Customer Success Director                          Sep 2022 - Current

  • Produced and standardized performance improvement offers, yielding multimillion-pound profits for clients and securing high-margin contracts for EIS.
  • Developed and nurtured key relationships with multiple global insurance companies, including BNP, Ageas, esure, Allstate, and Nationwide.
  • Ensured multimillion contract renewals by resolving and de-escalating critical issues and securing proactive engagement to avoid downtime.
  • Engineered and marketed EIS's inaugural support contract with esure, establishing a benchmark for future agreements.
  • Formulated processes to guarantee DORA compliance, encompassing disaster recovery and penetration testing.
  • Championed strategic account management for enterprise clients, fostering long-term partnerships and promoting sustainable revenue growth.
  • Enhanced account value through upselling, cross-selling, and renewal strategies, contributing to increased Annual Recurring Revenue (ARR).
  • Acted as an executive sponsor and trusted advisor to C-level stakeholders, aligning technological solutions with overarching business objectives.
  • Orchestrated cross-functional teams across sales, engineering, and support to execute complex customer initiatives.
  • Managed critical escalations and major incidents, ensuring swift resolution and minimizing business impact.
  • Revamped and implemented process improvements to elevate operational efficiency and enhance customer experience.

Sr Technical Account Manager & Remote Installation Engineer
Jan 2011 - Sep 2022

  • Spearheaded multiple award-winning projects within Dell EMC, achieving recognition for excellence.
  • Developed and created standardized and optimized reporting templates for global delivery teams.
  • Expanded existing customer portfolios, surpassing all targets and ensuring ARR revenue growth alongside high customer satisfaction and retention.
  • Created and delivered training materials and workshops for global teams.
  • Managed a portfolio of over 20 enterprise customers, providing proactive technical and strategic guidance.
  • Produced comprehensive monthly technical and business reports to optimize infrastructure performance in alignment with best practices.
  • Cultivated strong long-term relationships through personalized service and proactive communication.
  • Increased contract renewals and customer satisfaction through value-driven engagement.
  • Trained and mentored over 150 Technical Account Managers globally in technology, communication, and soft skills.
  • Developed global strategies and procedures to enhance productivity and performance.
  • Designed and conducted workshops for global and EMEA teams.
  • Collaborated with customers, sales, engineering, and support teams to deliver complex solutions effectively.
  • Executed remote installations of SAN, networking, and server infrastructure.
  • Assessed existing environments and implemented enhancements to improve performance and reliability.

Skills

  • Complex Portfolio Management
  • C-Level Stakeholder Engagement and Executive Communication
  • Process Optimization, ITIL & Operational Excellence
  • Strategic Account Management, Revenue Growth & Enterprise Relationships
  • Customer Success & Executive Strategic Leadership
  • Contract Negotiation, Commercial Strategy & Business Development
  • Account Growth & Retention
  • Process Development and Improvement
  • Customer Success Strategy, Retention & Service Excellence
  • Cross-Functional Leadership, Coaching & Talent Development

Languages

  • English - Native
  • Swedish - Native

Certificates

  • VMware VCP - Data Center Virtualization
  • Dell Certified Systems Expert, SNIA Certified Storage Professional
  • CCNA, CCNA Wireless, CCENT,
  • CompTIA Network+
  • EMC & Dell Storage Architect Certifications
  • Microsoft MCSA Windows Server
  • Dale Carnegie Leadership & Business Certifications