Jay Keenan Email & Phone Number

Sydney, Nsw, Au

• Acted as the primary day-to-day business contact for 20 financial firms• Identified up-selling opportunities while maintaining all aspects of the business relationship• Trained clients on the functionality of the CRM SaaS application • Presented SABRs to senior management to enhance the business partnership• Worked with sales, product management, support, and professional services’ teams to provide custom solutions

San Jose, Ca, Us

• Acted as Cisco’s primary customer success lead for 2 global enterprise customers• Partnered with the account executive on overall customer experience• Worked with customer delivery and support to implement customer solutions• Helped customers see the value in Cisco’s products and solutions

San Francisco, California, Us

• Acted as the primary business contact for 17 global enterprise customers• Trained customers on the functionality of the communication’s SaaS platform• Identified up-selling opportunities while maintaining all aspects of the business relationship• Presented QBRs to management to highlight value and customer success• Worked with sales, product management, support, and professional services’ teams in order to grow and retain an existing book of business

• Acted as the primary SaaS contact for 20+ multinational customers• Negotiated the contract renewals and identified up-selling opportunities while maintaining all aspects of the business relationship• Trained customers on the "big data for patents" SaaS application • Presented QBRs to senior management to highlight value and customer success• Worked with the sales & professional services' teams to provide custom IP SaaS solutions• CSM of the year 2014 & 2015

Cambridge, Ma, Us

• Developed a new hire training & certification program for a 900+ person global services organization• Facilitated live orientation sessions for 100+ new employees on a quarterly basis• Implemented various metrics to expose gaps and ensure global consistency• Managed a $500,000 annual global training budget• Awarded the 2010 Empowerment Award for work that will provide a lasting impact on Akamai’s global services organization

Cambridge, Ma, Us

• Played an integral role in building a 52 person global account management team• Global tier 2 account management point of escalation• Developed a 25 point proactive customer outreach program• Acted as the central point person to indentify business trends that impacted SLAs• Implemented business support case study learning sessions• Expanded CSAT and knowledge management initiatives

Cambridge, Ma, Us

• Managed the customer success for 20 large enterprise accounts• Worked with sales to develop strategic business plans for customer’s e-commerce needs• Presented quarterly business reviews (QBRs) to senior management• Identified cross-selling opportunities and ensured full customer utilization of contracted services• Acted as a liaison between product management and the customer to articulate the product roadmap and vision

Cambridge, Ma, Us

• Acted as the key point of contact for 105+ companies who used Akamai’s services to solve their distributed computing and e-commerce needs• Trained customers on the functionality and reporting capabilities of 11 Akamai products and services• Worked in conjunction with the sales team, product managers, customer care, and professional services to implement customer solutions and resolve customer issues• Coordinated the customer activation process and provided ongoing support to meet customer SLAs

• Acted as the primary contact for 30+ firms in the equity brokerage industry whose annual revenue exceeded $6.3 million• Cross sold products to existing customers while maintaining all aspects of the business relationship• Trained customers on the functionality of 13 technical software and communications products• Worked in conjunction with the sales team, product managers, support, and development to implement customer solutions and resolve customer issues• Upgraded software and demonstrated new functionality to existing clients on a quarterly basis• Built relationships with senior management to advance the contract renewal and negotiation process

Chicago, Il, Us

• Worked as part of a seven person team that sold Internet infrastructure software to the financial services industry• Researched and identified market segments in the e-finance industry for sales and business development opportunities• Initiated contact with senior management at banks, brokerages, and retirement institutions• Salesforce.com administrator• Developed and implemented a training curriculum for new sales and business development staff

Chicago, Illinois, Us

• Designed, negotiated, sold, and implemented software solutions for the automotive claims industry• Acted as the primary consultative liaison for 130 business partners whose annual revenue exceeded $4.6 million• Trained customers on the functionality of 17 technical software and communications products• Expanded business with existing customers while growing new business 16% in 1999• Worked in conjunction with the national sales team to provide superior customer service

Chicago, Illinois, Us

• Audited cash statements, investment reports and 5500 tax packages• Resolved client inquiries and requests• Reconciled accounting discrepancies of various securities• Solved pension fund exception reports• Assisted team members in meeting their accounting deadlines

Mba, Marketing, Management, International Business

Bs, Finance

Rome Center

Education record