Asad Bahou
About Asad Bahou
Asad Bahou is the Head of Premium Services - Americas at Automation Anywhere, where he has grown the premium support business into a multi-million dollar enterprise.
Head Of Premium Services
Asad Bahou serves as the Head of Premium Services for the Americas at Automation Anywhere, based in the United States. His role involves overseeing the premium support business, which he has grown from its early stages into a multi-million dollar enterprise. His responsibilities include the implementation of strategic delivery methodologies and collaboration with various departments to meet and exceed critical performance metrics.
Growth of Premium Support Business
In his tenure at Automation Anywhere, Asad Bahou spearheaded the growth of the premium support business. Under his leadership, the business evolved from its infancy into a thriving multi-million dollar enterprise. His initiatives have created significant value for the organization by establishing and optimizing key operational metrics and processes.
Achievements in Key Metrics
Asad Bahou achieved a 20% improvement in several key performance metrics including Average Response Time (ART), Time to Resolution (TTR), Customer Satisfaction (CSAT), First Business Day resolution (1BD), backlog management, customer expansion, retention, and upselling. This success was driven by the establishment of Objectives and Key Results (OKRs) and Key Performance Indicators (KPIs).
Implementation of Delivery Strategy
Asad Bahou implemented a comprehensive delivery strategy for Automation Anywhere's Premium Services. This strategy includes named account coverage for large enterprises as well as hybrid coverage for commercial customers. His approach ensures a tailored and effective service delivery, enhancing customer satisfaction and support efficiency.
Strategic Partnerships and Cross-Functional Collaboration
Asad Bahou formed strategic partnerships with internal teams including Sales, Customer Marketing, Renewals, Product Management, and Engineering. This collaboration has been instrumental in exceeding performance indicators. He also documented cross-functional swim-lane activities, which expedited time to value and enabled the expansion of use cases.