JEFFREY LUCAS D’CRUZ

• Develop strategies to boost sales and profits of the company and plan the future prospects of the company
• Building Competitive Landscape & Go To Market Strategy - Implementing an effective brand strategy and ensuring consistency
• Identify and establish business opportunities within the region in line with the organization's strategic direction
• Identify key clients and build sustainable relationships with these clients
• Work cross functionally to ensure effective launch of new products in line with regional goals
• Recruiting, training, coaching and retaining high caliber talent to support growth
• Performance Management
• Network with other potential clients and competition in the market and get business tactics and ideas from them
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• Liaising with head office and writing up quarterly/annual reports.

• Roles & Responsibilities
• Researching the country or region thoroughly and adapting strategies accordingly
• Building Competitive Landscape & Go To Market Strategy - Implementing an effective brand strategy and ensuring consistency
• Identify and establish business opportunities within the region in line with the organization's strategic direction
• Identify key clients and build sustainable relationships with these clients
• Liaising with head office and writing up quarterly/annual reports.

• Developed key operational initiatives to drive and maintain substantial business growth.
• Network with Event Organizers and Premium Wedding Planners across Bangalore
• Formulated and executed strategic initiatives to improve product offerings.
• Maintained P&L and shouldered corporate fiscal responsibility.

• Established foundational processes for business operations.
• Knowing the financial requirements of the business and raising funds accordingly
• Aligned organizational objectives with company mission to increase business growth and integrate work strategies.
• Networked with other businesses and customers to increase sales opportunities and contacts.

• Developed key operational initiatives to drive and maintain substantial business growth.
• Aligned organizational objectives with company mission to increase business growth and integrate work strategies.
• Managed financial operations and investments to maximize profits and minimize costs
• Strategic alliances for collaborative business opportunities

• Lead multiple teams, across multiple clients, with a coherent customer success strategy which includes value confirmation, uncovering opportunities and customer retention.
• Successfully realigned the account management org to facilitate better career opportunities for the team, raise subject matter experts and collaborate with Sales counterparts
• Develop customer engagement programs based on loyalty and transactional survey results. Programs such as Health Check, Value Confirmation, Webinars provided visibility across stakeholders and cross functional teams.
• Displayed excellent people management skills with emphasis on mentoring, nurturing and strengthening the team by value addition and trust
• Coaching teams for performance and development through day to day engagement and one on ones
• Responsible for preparing higher management for All Hands meeting and quarterly reviews with reporting material, also including gathering necessary inputs, conducting analysis, rehearsal with Q&A
• Enablement strategies for Akamai Partner. Driven successful partner training programs around business support and administration.

• Provide operational leadership and direction to the growing Account Management organization
• Performed analysis on statistics and historical data gathered to evaluate resource allocations, KPI, efficiency level, as well as internal processes/systems improvement.
• Ensure delivery of industry leading business support and account management to create unparalleled customer loyalty in the market place
• Refine delivery models for scaling the rapidly growing organization
• Improve efficiencies to move the team up the account management value chain including reinforcing the value prop and positioning up sell opportunities
• Manage customer escalations
• Create programs to build customer loyalty and promote value prop
• Develop the team, including developing staffing and resource models as well as coaching and mentorship

Selected Accomplishments as a Lead & Manager

• Successfully managed a diverse culture team of 17 Client Service Managers (India, Korea, China, Hong Kong & Taiwan) with low Attrition
• Initiated the quality assurance program for Akamai AMG
• Initiated the welcome kit for new customers
• Strategically realigned the Account Management team by Media, Web & Channels Division for better alignment to stakeholders & develop industry/product experts
• Launched Post Implementation Health Check Call Initiative for APJ. This initiative was later adopted for customers in Americas and EMEA
• Initiated a quarterly live webinar for customers in English, Mandarin & Korean
• Designed the Account Management Curriculum & Certification for Akamai Partners
• Spearheaded migration of CRM tool from Siebel to Salesforce

• Services Primary point of contact for customers in Asia Pacific & Japan, engaging the right resources within Akamai to both manage and escalate business issues
• Serve as an escalation point for all Customer Related Service issues.
• Perform as an active contributor to Regional and Global Customer programs
• Meet the business goals of customers by committing to proactive relationship management, clear communications, effective planning and consistent follow-through.
• Manage and drive both expectations and compliance with regards to the Customer’s selected Service and Support tier, both with the Customer and inside Akamai.
• Onsite Customer Meetings and Business Reviews
• Accomplish KPI targets set around responsiveness, proactivity, quality and compliance

Selected Accomplishments as Client services manager

• ASEAN Team Member of the Year 2010
• Recognised as the Account Management go to person for APJ
• Best Presenter Award in Q1 2014 at the New Hire Orientation for Akamai Technologies Page 4
• Initiated the ‘Tech Refresher Day’ in Hong Kong
• Appreciation for helping organize the first Akamai Customer Day in Singapore
• Received Numerous Spot Award for outstanding support to customers & internal teams at Akamai

• Pilot Batch to start the Dell on Call process in INDIA
• Selling software warranty to Dell Business Customers (US only)
• Mentoring new hires for the process.

• Processing e-mail on various queries both technical and non-technical and providing satisfied Solutions to customers via e-mail.
• Selling Dell Computers, Laptops, Servers, Software and Peripherals for Small and Medium Business Customers.
• Making outbound calls qualifying customers for Greater business relationship with DELL. LORS (Large Opportunity Representatives)
• Analysis of business of various industries

• Selling printers and printer consumables under Dells direct model of Sales.
• Processing and authorizing order for global customers.
• Maintaining performance reports, re-work reports, end of the day report, pending follow-ups and updates, place orders, and track orders.