• Bangalore, Karnataka
Sunil George

Sunil George

Account Management & Global Inside Sales

Personal Summary

  • A highly motivated, confident Inside sales & account manager with exceptional multi-tasking and organisational skills.
  • Having extensive experience of identifying the needs of enterprise & emerging SMB customers globally and being a trusted advisor for key clients.
  • Possessing a significant record of achievement in inside sales & account management and able to quickly understand the mission, vision and values of an organisation.

Now looking for a new and challenging managerial or individual contributor position, one which will make best use of my existing skills and experience and also further my personal and professional development.

Work History

Work History

Director - Account Management & Inside Sales 

Jan 2015 - Present
Adadyn

Key Tasks and Responsibilities:

  • Proactive communication with clients globally to ensure their business objectives are met.
  • Manage the entire workflow after client signs on and serve as a point of escalation and resolution for client service issues.
  • Work and build strong partnerships to ensure that technical issues are handled quickly and appropriately.
  • Define project success criteria and develop business cases for future reference.
  • Build, manage and review performance of the team.
  • Drive new customer acquisitions globally across SMB's & Emerging travel, e-commerce and hospitality industries through the Inside sales model. 

Senior Relationship Manager - Inside Sales (India, APAC & ANZ)

Apr 2011 - Jan 2015
Akamai Technologies 

Key Tasks and Responsibilities:

  • I engage with some of the most innovative and upcoming SaaS startups, emerging and SMB's across Digital Media & Entertainment, Retail (e-commerce), Hi-tech and Enterprise verticals.
  • The goal is to identify compelling areas ("Why you? Why you now?') of their business where it is critical to leverage Akamai that helps drive more traffic, end user engagement on to their sites and applications and take their business to the next level.
  • Educate and highlight the business benefits & overall value that Akamai can add to their business (short & long term).
  • Educate them on the pitfalls of just going for "low cost" providers by presenting concrete evidence.
  • Demonstrate, create  and communicate the value prop consistently..
  • Present viable/customized pricing and contractual options.
  • Ensure customers leverage their services to its full potential and are seeing tangible ROI's. .
  • Educate customers on new services and solutions that are relevant and significant to their business.
  • Encourage customers to participate on C-SAT surveys and ensure their feedback is communicated to the relevant teams.
  • Minimize and Mitigate customers churns by engaging with customers consistently.
  • Proactively educate, respond and update every customer and prospect on data and information that is important to them and ensure they are getting tangible returns on their investments throughout the year.
  • Driving customer win-back programs against the competitors in the region and acquire new customers. 
  • Be a trusted advisor to my customers and ensure they remain a "customer for life".
  • Mentor and on-board new sales & relationship managers up to speed with the process and customer engagement. 

Manager - Global Account Development (Inbound & Outbound)

Jun 2010 - Apr 2011
Akamai Technologies

Key Tasks and Responsibilities:

  1. Responsible for the success of the APAC, ANZ & North American Digital Media and Enterprise account development team.
  2. Manage a team of 16 ADE's and the delivery of prospecting goals within those industry market segments.
  • Success of the industry focused ADE teams by leading the recruiting, hiring and training efforts for the team.
  • Implement standard Service Level of Agreement in specific industries as agreed with the Sales Leadership.
  • Conduct quarterly performance review and compare results to established goals, develop action plans as appropriate, execute quarterly bonus pay-outs/plans, and ensure compliance of audit requirements for pay-outs.
  • Proactively work with Sales Leadership to develop initiatives and plans to achieve new business goals in FY’10 and beyond.
  • Creates development plans for each member of the ADE team within industries and provide career mentoring and coaching.
  • Work with the other members of the ADE management team and the Director Marketing in developing and communicating best practices across the team.
  • Proactively work with Industry Marketing and Marketing Programs to develop and refine TIA lists and training sessions to support targeted prospecting activities.
  • Overall success of the Bangalore based In-bounds ADE team by driving - hiring, training, scheduling, reporting, developing, motivating and leading in a fast paced environment.
  • Monitor inbound lead flow for 24/5 coverage, manage schedules of team members to ensure all inbound enquiries are handled efficiently.
  • Manage lead follow-up activities of the team and ensure every enquiry is qualified in a timely manner.
  • Conduct regular product and Industry trainings for the team.
  • Regular quality monitoring of leads and provide team members feedback on best practices, CRM skills, product knowledge and process adherence
  • Monitor Productivity, Efficiency and Quality, conduct quarterly performance reviews and compare results against established goals and develop action plan as appropriate.
  • Support CRM (Salesforce.com) implementation and continuously help develop best practices to improve efficiencies and productivity of the ADS Team.

Senior Relationship Manager- Inside Sales - Digital Media, Commerce, Hi-Tech and Enterprise

Nov 2007 - Jun 2010
Akamai Technologies

Key Tasks and Responsibilities:

  • Managing installed-base accounts (70 accounts) and acquiring new emerging customers in the North American Region.
  • Accountable for a revenue base (account deck) of anywhere between $ 2 & 5 Million annually.
  • Manage and retain revenue for a territory's install base of accounts in North America (Mainly US and Canada and a few LATAM customers). Run it like an autonomous business.
  • Own complete end-to-end sales cycle that involves Pre-sales, Consulting and Account Management.
  • Managing implementation of services and ensures 100% utilization of contracted services (project management, credit requests, invoice reviews, monitor usage, etc.)
  • Create and deliver reports that details service usage, summarize professional services delivered, highlight new platform components and identify next steps for the named accounts.
  • Generate demand for additional products and services within the install base of customers and grows the existing revenue base by at least 25%.
  • Helps uncover new growth opportunities.
  • Support the sale of professional services engagements.
  • Work closely with channel partners like Verizon, Exceda, BrightCove etc. and drive enterprise level new customer acquisitions.
  • Minimize and mitigate customers churns by engaging with customers consistently.

Sales Development Manager - North America

Oct 2006 - Aug 2007
Cisco WebEx

Key Tasks and Responsibilities:

  • Managing the North American sales development team and ensuring quality and excellence in their results.
  • Initiate the sales process with new prospects for WebEx services and properly qualify or disqualify as needed.
  • Responsible for approximately 300K per quarter in revenue resulting from lead qualification and opportunities created by my team.
  • Work closely with Sales Team to follow up on marketing campaigns to identify and qualify opportunities/leads.
  • Educating, developing & qualifying potential customers on WebEx Services and value.
  • Proactive account management of existing customer base to ensure all needs are being satisfied, identification of growth opportunities for increased usage and Upsell.
  • Retention of account base through timely resolution of customer requests and questions regarding the services.
  • Successfully maintain extensive interaction with various members of cross-functional teams to ensure focus and delivery of services and solutions.

Inside Sales Executive - North America

Jul 2004 - Aug 2005
e4e Inc.(Formerly Vinciti Networks Inc.)

Key Tasks and Responsibilities:

  • Nurture prospects from interest to close as quickly as possible.
  • Educate customers about Vinciti's services.
  • Qualify prospects & achieve sales quotas.
  • Follow sales process and update Salesforce.com CRM system to track opportunity progress.
  • Keep current on products and services offered and industry trends.
  • Provide pipeline and forecasting information to management
  • Generate leads by doing extensive research work on different industry segments from various procurement websites.
  • Schedule online meetings to discuss business opportunities.
  • Touch base with CXOs to explain Vinciti AQs logistics and technical support services.

Team Lead - Operations

Jul 2003 - Jul 2004
Aditya Birla Minacs - Formerly Transworks

Key Tasks and Responsibilities:

  • Team Leader with TransWorks (now Minacs), part of $30b Aditya Birla Group (Fortune 500) and one of India's leading outsourcing companies providing a complete blend of e-CRM services including technical support, email, web-chat support.
  • Led a team of 20 technical service agents providing email support to resolve technical issues faced by Microsoft Windows OS customers.
  • Created technical documentation for agent reference in sales, knowledge base articles on Windows.
  • Monitored coaching scores, productivity and service levels, and provided regular & systematic feedback to team on key result areas.
  • Handled & recorded escalations appropriately.
  • Planned optimum staffing during the shifts based on volume forecast.
  • Cross-trained staff for effective backups in Microsoft Electronic Technical Services (ETS) and Online Assisted Support (OAS) using Clarify, Siebel and Talisma.

Customer Service Associate

May 2001 - Jun 2003
Customer Asset - ebookers.com

Key Tasks and Responsibilities:

  • Selling/promoting holidays, car rentals, hotels and travel insurance to customers in the United Kingdom & Europe.
  • Meeting sales targets set by the client - ebookers.com.
  • Dealing with complicated customer itineraries involving all value added products provided by ebookers.
  • Handling customer orders and payments.
  • Liaising with tour operators and other key partners such as hotels and airlines regarding bookings and schedules.
  • Educating clients about passports, vaccinations, visas, foreign currency, travel insurance (Up-selling), car parking, car hire abroad (up-selling) and excursions in resorts.
  • Dealing with customer complaints, cancellations, re-scheduling etc.  
  • Using and updating IT skills, since information on holiday packages and bookings is usually accessed via a network (GDS like Amadeus/Sabre ).

Front Office Executive

Mar 2000 - May 2001
Eagleton - The Golf Village

Key Tasks and Responsibilities:

  • Manage the front office operations & receptions duties.
  • Attending to member’s enquiries & facilities bookings.
  • Handling calls, data entry, billings and filing.
  • Developing and maintaining relationships with new and existing customers to achieve sales and service objectives.
  • Identify new sales and businesses opportunities.
  • Assist members with spa appointments, restaurant bookings etc.
  • Attend to enquiries on matters relating to golf course and tee time booking.
  • Assist in preparation for events and tournaments.

Education

Education

Master of Business Administration 

Jan 2006 - Dec 2008
University of wales 

MBA Specializing in Marketing

BA Public Administration 

Jul 2005 - May 2008
University of Madras
  • Public departments and agencies, at all levels. 
  • Organization of government policies and programmes.

Diploma in Hotel, Travel & Tourism Management 

Aug 2000 - Dec 2001
Tradewings Institute of Management 

Magnum 4-in-1 Diploma in International Airline, Travel, Hotel, Cargo & Courier Management with Tourism.

Professional Certifications

Certifications

Akamai Value Selling (AVS) Workshop "Changing the Conversation" Externally and Internally

May 2014 - Jan 2015
Deal Mechanics 

Deal Mechanics are experts in understanding the mechanics of any sales deal. They apply field-proven methodologies for reviewing the stake-holders, sales and negotiation strategy, and to assess the political aspects of a sales deal.  They help Realign your resources, Re-focus your strategy and Rehearse your customer communication to move the deal forward in a positive manner.

Your SalesMBA™

Jun 2010 - Jan 2015
MJ Hoffman and Associates, LLC.

Jeff Hoffman’s award-winning sales & sales management techniques - The Your SalesMBA™ Workshop will guide you through your toughest sales challenges. Used by top sales teams with industry leaders like Google, Akamai Technologies and Symantec, 


The Seven Basho Strategies™ (Sales, Sales Management, Sales Operations, Sales Methodology, Sales and Management Consulting, Sales Training)

Apr 2009 - Jan 2015
MJ Hoffman and Associates, LLC.

The Seven Basho Strategies," workshop series provides the tools that you need to crush your revenue goals on your way to becoming a sales leader.


Dr. Edward de Bono's Six Thinking Hats™ framework.

Aug 2010 - Jan 2015
Nine Dots

The Six Thinking Hats program holds its foundation in the principles of parallel thinking which helps people step outside the confines of fixed positions and one dimensional way of thinking.


SPI's Solution Selling® Sales process and Methodologies.

Apr 2008 - Jan 2015
Sales Performance International (SPI)

A client-focused approach comprised of a collection of processes, methods and skills in which a prospective buyer's business issue is identified and how they can solve it using the sales person's capabilities -thus leading to a "solution".

Area of expertise & Personal Skills 

People Management, Key/Strategic Global Account Management, Inside Sales, Channel Management, Solution Selling, Relationship Management, Lead Prospecting & Qualification, Customer Retention, Salesforce.com, Marketing Automation, Entrepreneurial, Hands-On, Proactive, Resourceful. 

References 

Available on Request