Jan-Michael Cruz Email & Phone Number

Austin, TX, US

San Francisco, US

At Sardine, my role as a Strategic Account Manager allowed me to contribute significantly to the company’s growth in the fintech sector, focusing on fraud detection, payments, and compliance solutions. I successfully led client transitions from competitive platforms to Sardine, utilizing strategic insight and adaptability. This involved developing and.

Summerlin, Nevada, US

• Devised and standardized onboarding process for 20+ integrators annually, introducing capabilities and milestone dashboard and roadmap, leading to 30% efficiency increase.
• Enhanced certification process, resulting in 15% uptick in integrator certification within the first quarter.
• Created and managed reusable documents and diagrams, bolstering understanding of Prime Trust API best practices.
• Enabled launch of innovative banking apps, crypto exchanges, alternative trading systems, cross-border payment systems, and more.
• Integrated projects and applications using Prime Trust REST APIs for multiple clients during their software development life cycle (SDLC).

San Francisco, CA, US

• Conducted training and mentored 15+ team members, enhancing productivity by 20% and promoting commitment to friendly service.
• Monitored key metrics, using actionable insights to improve team efficiency and performance.
• Led process improvement and problem-solving efforts, establishing standard procedures and escalation policy for customer support team, reducing case resolution time.
• Played an instrumental role in elevating client satisfaction, partnering with operational teams for proper resolution of service issues.

San Francisco, CA, US

• Developed and executed successful adoption plans for portfolio of 20+ accounts in collaboration with account management and sales teams, resulting in 25% increase in product adoption.
• Achieved 30% acceleration in DocuSign product adoption, driving "Adoption Index" score up, mitigating churn, and facilitating upselling opportunities.
• Contributed cross-functional input into opportunities for adoption improvement, aiding in increase in overall customer satisfaction.
• Shared adoption-related insights in ongoing QBRs, business reviews, and account renewals, leading to better informed decision-making and strategy planning.
• Executed "Adoption Plan" within assigned portfolio/segment, enhancing customer relationships and retention.
• Coordinated internal resources to support adoption plans, improving internal collaboration and workflow efficiency.

San Francisco, CA, US

• Ensured successful DocuSign technology integrations, enhancing system functionality and reliability.Increased adoption of DocuSign solution for enterprise accounts, expanding user base and product reach.
• Drove DocuSign growth in partnership with key strategic customers, fostering relationships and enhancing revenue streams.
• Functioned as business architect, engagement manager, program lead and trusted advisor for Fortune 50 enterprises, delivering strategic guidance and expertise.
• Led coordination for all Professional Services engagements in conjunction with multiple sales and service groups, promoting efficient project execution.
• Identified use cases, roles and business requirements for each project, ensuring alignment with objectives.
• Worked with enterprise customers to define business objectives, operational readiness and strategic initiatives related to electronic signing, guiding project direction and focus.

San Francisco, CA, US

• Established successful DocuSign technology integrations across 10+ enterprise accounts, enhancing system functionality and user experience.
• Performed detailed adoption strategies, leading to 20% increase in DocuSign solution adoption within enterprise accounts, thereby driving growth and customer satisfaction.
• Increased user engagement through implementation of innovative digital approval and agreement processes, accelerating business operations for clients.

London, GB

• Managed release, deployment for Fidessa's division in Americas of global data software, services, servicing 500+ clients globally.
• Estimated resource needs (CPU, memory, storage, bandwidth) for new and existing software systems, increasing system efficiency by 25%.
• Coordinated seamless software migrations for 1000+ systems without service disruptions to clients.
• Led detailed analysis of various data feeds, providing essential data for strategic decision-making.
• Expedited priority action items through effective collaboration with different teams such as development and infrastructure.
• Assured system stability and availability during high trading days through comprehensive server and network infrastructure analysis.

Armonk, New York, NY, US

• Programmed an adapter for PL/X structures to XML in C++.
• Managed a project to display system information on Java Server Faces web application.
• Worked with project sponsors to create a clearly defined project definition.
• Recruited a team of six programmers from four colleges to fill the resource requirement.
• Leveraged negotiation and communication skills to guide project teams across four different sites/locations.

Armonk, New York, NY, US

• Programmed for the z/OS UNIX System Services Kernel team in a proprietary IBM programming language, PL/X, in order to enable UNIX applications to run on z/OS.
• Interacted with customers through telephone or online messaging to negotiate Authorized Program Analysis Report (APAR) service deadlines, and with z/Series vendors to help them understand the differences of the future.
• Presented my operating system enhancement at the IBM z/OS Teach the Teachers session.