Audio and Web Conferencing manager is dedicated to his clients

The Value of a Good Listener: Manager Omar Maratouk Really Hears His Customers

ConferencingNews Contributor Sarah Schmelling Interviews
Infinite Conferencing National Sales Manager Omar Maratouk

As national sales manager of Infinite Conferencing, Omar Maratouk works in some way with every client the company has—meaning about 600 customers in total. This experience has helped him learn one key piece of knowledge for his business: each client tells a very different story, and has specific needs.

“Every company is unique,” he says. “And if you listen, you will learn more from these clients than any marketing or sales training book.”

The one thing all Infinite clients have in common, he adds, is a demand for quality services—something he’s happy to provide himself, as well as through the staff he helps to train.

After studying economics at Pace University in New York, Maratouk gained valuable sales experience at companies including Lehman Brothers, Resource Capital Investments and Lakeland Bancorp, where he was a vice president of marketing and business development.

Starting at Infinite in 2002, when the Millburn, N.J. teleconferencing company was less than a year old, Maratouk greatly enjoyed watching the company grow and thrive—impressed by the importance put on teamwork. “Just to watch these people every day keeps me moving forward,” he says. “They drive me to contribute as much as I can.”

He says one thing that makes Infinite different from other Web conferencing service providers is the enthusiasm that all staff members bring to the company. “Every member of Infinite Conferencing has the passion to grow the company,” he says.

“Even more important, they have the passion to make sure our clients are getting the best from us.”

In his managerial role, Maratouk’s key responsibilities include business development, marketing and training, as well as consulting and advising current, future and potential clients. This may seem like a lot of work, but he balances it out in stride, and says he’s energized by the people around him.

The most important aspect of his job, he says, is communicating well with the operations, sales and executive staff because, “if all three work together, our clients will be guaranteed the best in quality and service.”

His favorite aspect of his job, he says, is getting to talk to the clients, who he says the company recruits through networking, referrals and marketing. “I like speaking with and learning from my clients,” he says. “They inspire me to work harder every day.”

He adds that the most common question he gets from new clients is, “Why should I do business with your company?” His answer is simple, that every member of his company has the passion and motivation to make sure they are getting the best any conference company can offer.

In addition, he explains that how often a client uses Infinite’s services has nothing to do with how they are treated. “Every client is important,” he says. “Regardless of usage, we strive to provide the best that we can offer in service and quality.”

He adds that a large percentage of his business comes directly from referrals—attesting to how well the company “strives to offer the best for all of our clients.” Maratouk often spends a great part of his workday helping other team members provide the same quality service to their clients, assisting in training and support as well.

I think whenever a client or potential client reaches out to us they will find that every member of the Infinite Conferencing team will treat them like they are our top customer,” he says.

And the secret to keeping clients happy? For Maratouk, this is also simple. “You just have to listen closely to what they need,” he says. “Then, you make sure they get it.”