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4-6 years
6-10 years
10-15 years
More than 15 years
Marketing Lead(Analysis, Strategy, CRM) | Taipei Market Team @IKEA2023 ~ Present
・
Customer experience director, growth director, operation, strategy management Consulting
Within one month
孫書恩 Leo Sun 👦🏻 Seasoned marketing and customer experience professional with a strong track record of producing customer insights, crafting value propositions and marketing strategies for B2C and B2B customers. 👦🏻 As a motivated individual, I'm constantly looking for ways to improve myself, and value team collaboration as well as independent work. 工作經歷 Work Experience Marketing Lead(Analysis, Strategy, CRM) | Taipei Market Team | IKEA 12/2023-Present • Market analysis and customer insights: Analyze market trends and competitor activity, define local customer profiles and shopping behaviors within the Primary Market
Employed
・
Open to opportunities
Full-time / Interested in working remotely
4-6 years
國立政治大學（National Chengchi University）
・
Marketing
Devolopment Assistant Manager @Jardine Restaurant Group2023 ~ Present
・
系統分析師
Within one month
Group AprilPresent Led team for effective collaboration. Specialized in requirements gathering, system analysis, process design, and vendor management. Oversaw vendor requirements and ensured diligent development supervision. Designed system architectures for operational efficiency. Senior Software Engineer • Jardine Restaurant Group MarchApril 2023 Maintained and optimized existing project and customer experience systems. Facilitated the reintegration of outsourced systems, resolving critical issues with limited resources. System Engineer • International Integrated Systems, Inc. MayMarch 2021 I analyzed requirements, designed system architectures, and efficiently allocated tasks for effective project execution. I played a pivotal role in planning and coordinating
Employed
・
Open to opportunities
Full-time / Interested in working remotely
10-15 years
Providence University
・
資訊管理學系
Analyst @Business Next Media Corp.2017 ~ 2019
・
Data Analyst、Data Engineer、Data Scientist、Customer Experience Analyst
Within one month
Wan-Ling (Lyn), Chen CAREER SUMMARY 7 years of diverse data and AI experience in engineering and advisory roles across varied industries. Provided end-to-end advisory on data and AI solutions, covering data platforms, lakehouse architecture, data security & LLM. Led PoCs delivery, solution design, and workshop execution for clients' digital transformation. Managed data architecture across 70 global offices, demonstrating adaptability in complex data landscapes. Actively participated in projects addressing board portfolios such as data and AI, security, and automation. Achieved a 76.6% revenue boost through strategic volume monetization. Goal-oriented, curious
Employed
Full-time / Interested in working remotely
4-6 years
National Taiwan University
・
Psychology
Technical Support @Multiplier AI2023 ~ Present
・
Within one year
Karan bagolla Experienced Customer Service Representative with a demonstrated history of working in the outsourcing/offshoring industry. Skilled in Customer Service Representatives, Customer Experience, Travel, Customer Support, and Telugu. Strong support professional with a Bachelor's degree focused in Business Administration and Management, General from Osmania University. Hyderabad, Telangana, India Work Experience Technical Support • Multiplier AI Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy nibh euismod tincidunt ut laoreet dolore magna aliquam erat volutpat. MarchPresent Customer Service Representative • Teleperformance Lorem ipsum dolor sit amet, consectetuer adipiscing elit, sed diam nonummy nibh euismod
Employed
Full-time / Interested in working remotely
4-6 years
Dr. B.R. Ambedkar Open University (డా. బీ.ఆర్. అంబేద్కర్ సార్వత్రిక విశ్వవిద్యాలయం)
・
Business/Commerce, General
Employed
・
Not open to opportunities
Full-time / Interested in working remotely
4-6 years
景文科技大學（Jinwen University of Science and Technology）
・
應用英語系(主修)/旅館管理系(輔系)
Customer Success Engineer @Linc 美商連科2021 ~ Present
・
FAE工程師
Within one month
— Robin Chunyen Chen A 5+ year experienced FAE/CSE in the SaaS and IoT industry looking for opportunities of CSE based but with programming related or pre-sales roles as well as CSE manager. Feel free to reach out if you happen to hunt the one. Taipei, Taiwan Education 成功大學 NCKU Systems and Naval Mechatronic Engineering •B.S. Poznan University of Technology Product Engineering •Exchange student program Work Experience Customer Success Engineer Linc 美商連科 • SeptemberPresent The mission of Linc Customer Success Engineer(CSE) is to onboard clients
Employed
・
Open to opportunities
Full-time / Interested in working remotely
4-6 years
Poznan University of Technology
・
Product EngineeringPast
Innovation and R&D Management class apprentice @台灣大學 進修推廣學院2022 ~ 2022
・
Project Manager
Within one month
Unemployed
Full-time / Not interested in working remotely
4-6 years
St. John's University
・
at Department of Business Administration.
Customer Service Team Lead @PT Aplikanusa Lintasarta2020 ~ Present
・
Team Leader
Within three months
Tomy Aryanto Nainggolan Customer Service Team Lead Jakarta, Indonesia I love to dig into customer problems and solve them with modern technology. I focus on delivering key outcomes, building amazing teams and quickly adapting to new learnings. I educate, refine and drive myself to be a better person - I am constantly learning because I never settle - I stay calm when faced with adversity - I focus on making high-quality decisions [email protected] tomyaryanto_Work Experience JanuaryPresent Customer Service Team Lead PT Aplikanusa Lintasarta Supervising and managing a team of Inbound Corporate Helpdesk Indosat
Employed
Full-time / Interested in working remotely
6-10 years
Universitas Mercubuana Jakarta
・
Electrical Engineering
Past
Customer Service Manager @Asus 華碩電腦股份有限公司2022 ~ 2023
・
Software Project / Product Management
Within one month
Eliot Song-Ren, Chen Customer Service Manager|ASUS|SaaS|Cloud 6y+ of Cloud SaaS B2C/B2B user insight, well-understand the user needs. My key strengths include: Product development, CX optimization, customer relationship and stakeholder relationship management. Taipei，TW [email protected] Eduction Chihlee Technology of University, Bachelor of International Trade Taipei, TW | 2011 ~ 2015 Work Experience ASUS Cloud Customer Service Manager New Taipei, TW | AprJun 2023 Product Management ◆ Planned the Support CRM and Customer Data Management Platform as a PdM And collaborated with four engineers and the customer service team
Unemployed
・
Open to opportunities
Full-time / Interested in working remotely
6-10 years
Chihlee Institute of Technology
・
International Business/Trade/CommerceSenior Technical Lead @Cisco2021 ~ 2024
・
Full-stack developer, Mobile developer
Within one month
Employed
Full-time / Interested in working remotely
10-15 years
University of California San Diego
・
Electrical EngineeringThe Most Lightweight and Effective Recruiting Plan
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Definition of Reputation Credits
Technical Skills
Specialized knowledge and expertise within the profession (e.g. familiar with SEO and use of related tools).
Problem-Solving
Ability to identify, analyze, and prepare solutions to problems.
Adaptability
Ability to navigate unexpected situations; and keep up with shifting priorities, projects, clients, and technology.
Communication
Ability to convey information effectively and is willing to give and receive feedback.
Time Management
Ability to prioritize tasks based on importance; and have them completed within the assigned timeline.
Teamwork
Ability to work cooperatively, communicate effectively, and anticipate each other's demands, resulting in coordinated collective action.
Leadership
Ability to coach, guide, and inspire a team to achieve a shared goal or outcome effectively.
Within six months
Highly skilled in the art and science of customer success account escalation management with the ability to approach each situation with empathy, humility and emotional intelligence.
Zendesk
・
2022 ~ 2023
Professional Background
Current status
Unemployed
Job Search Progress
Professions
CRM Specialist, Customer Service / Support
Fields of Employment
SaaS / Cloud Services
Work experience
More than 15 years
Management
I've had experience in managing 1-5 people
Skills
Languages
English
・
Native or Bilingual
Job search preferences
Positions
Strategic Customer Success
Job types
Full-time
Locations
Boston, MA, USA, Portsmouth, NH, USA, Cambridge, MA, USA
Remote
Interested in working remotely
Freelance
Yes, I freelance in my spare time
Educations
School
MIT Sloan Executive Education
Major
Mastering Design Thinking
Todd Jacobsen
7 S Pond St, Newbury, MA, USA
9785905042
[email protected]
https://www.linkedin.com/in/tjacobsen/
20+ year results-driven Customer Success professional with a proven track record of achieving remarkable outcomes through effective leadership, strategic thinking, operational excellence, and a deep commitment to client satisfaction.
My area of expertise include:
Customer Retention, Risk Management and Growth, Team Leadership and Development, Strategic Account Management, Data-Driven Insights, Client Satisfaction and Advocacy, Technology and Process Optimization, Global Expansion and Revenue Growth
Work Experience
Director of Strategic Accounts and Escalations • Zendesk
January 2022 - June 2023 | Boston, MA
- As a member of the Customer Experience (CX) and Insights Leadership Team, I had full responsibility for the design, implementation and management of the Global Risk Management, Strategic Escalations and Governance programs.
- Designed, implemented, and managed Global Risk Management, Strategic Escalations, and Governance programs, emphasizing operational excellence.
- Pioneered the "Account Save and Growth" program, focusing on customer satisfaction, risk mitigation, and growth opportunities.
- Directly engaged with leadership of top-tier customers to create tailored strategic account plans, enhancing communication and alignment on business objectives.
- Introduced data-driven models for customer health scoring, driving effective customer prioritization, and proactive risk identification and engagement.
- Established an internal SVP-level CX Governance Council for cross-functional collaboration and meeting retention goals.
Executive Customer Success Manager • Citrix
July 2020 - December 2021 | Boston, MA
- Formulated and executed strategies to drive enterprise customers' successful outcomes.
- Achieved 65% increase in SaaS/Cloud product adoption for a portfolio exceeding $30M ARR.
- Managed relationships at both executive and manager levels, showcasing effective communication.
- Led collaborative efforts across internal teams for proactive and reactive success planning.
- Identified and pursued cross-sell and up-sell opportunities while conducting Executive Business Reviews.
Director, Critical Escalation Management and Customer Success Manager • Salesforce
August 2015 - July 2020 | Boston, MA
- Built and led company-wide programs for critical situation management, emphasizing operational excellence.
- Coordinated cross-functional teams for rapid issue resolution, enhancing cross-functional collaboration.
- Launched proactive engagement models for at-risk customers during high-impact periods, showcasing problem-solving skills.
- Developed strategic proactive and reactive success plans for corporate acquisitions, emphasizing change management.
- Implemented product and process feedback loops for continuous improvement, fostering innovation.
- Provided training to enhance crisis management and engagement skills, demonstrating leadership capabilities.
Critical Accounts Director • Marketo, an Adobe Company
May 2014 - August 2015 | San Mateo, CA
- Established a Critical Accounts and Strategic Escalations Program to resolve impactful situations, emphasizing operational excellence.
- Conducted executive-level critical customer escalation meetings, showcasing strong communication.
- Expedited issue resolution and conducted post-event analysis, focusing on problem-solving.
- Ensured long-term relationship sustainability, fostering collaboration.
Critical Accounts and Escalations Director • SuccessFactors
April 2013 - May 2014 | South San Francisco, CA
- Managed highly escalated accounts and utilized customer analytics to identify at-risk customers.
- Provided proactive and reactive account management for strategic cloud customers.
- Cultivated trust with key decision-makers to boost satisfaction and reduce attrition risk, emphasizing communication and change management.
Principal Customer Success Technologist • Salesforce
September 2011 - April 2013 | Boston, MA
- Drove technical success for portfolio of enterprise SaaS CRM customers.
- Became trusted technical advisor and ensured they received top value for investment in Salesforce.com.
- Partnered effectively with all levels of personnel across organizations.
Senior Principal Critical Accounts Manager • Oracle
August 2006 - September 2011 | Boston, MA
- Providing the highest level of customer escalation management for Oracle Global Support Services.
Support Account Manager • Oracle
June 2004 - August 2006 | Boston, MA
- Overall responsibility for developing effective communication plans and long-term relationships with Siebel’s largest and most important customers to ensure 100% success within the Technical Support operation.
Principal Technical Account Manager • Oracle
January 2000 - January 2004 | Boston, MA
- A critical role in ensuring the successful adoption, use, and satisfaction of customers by acting as a bridge between the customer and Oracle, advocating for the customer's needs, and helping them achieve them achieve their business objectives.
Education
MIT Sloan Executive Education
Mastering Design Thinking • 2019 - 2020
ExecEd certificate program for learning a proven, systematic approach to new product development. Coursework including driving innovation, growth, and the customer experience.
University of New Hampshire
History • 1986 - 1991
Minor in Architecture
Volunteering and Community Service
Leukemia & Lymphoma Society (LLS)
Executive Leadership Committee • 2018 - 2019
Corporate Fundraising Team Lead for Salesforce & Citrix • 2017 - 2021
- Developed and led company-wide fundraising efforts that collected more than $5M for blood cancer research
- Awarded Top Corporate Fundraising honors each year.
Skills
- CRM software
- Salesforce
- Tableau
- Gainsight
- Risk Management
- Escalation Management
- Customer Success
- Change Management
Languages
- English — Native
Todd Jacobsen
7 S Pond St, Newbury, MA, USA
9785905042
[email protected]
https://www.linkedin.com/in/tjacobsen/
20+ year results-driven Customer Success professional with a proven track record of achieving remarkable outcomes through effective leadership, strategic thinking, operational excellence, and a deep commitment to client satisfaction.
My area of expertise include:
Customer Retention, Risk Management and Growth, Team Leadership and Development, Strategic Account Management, Data-Driven Insights, Client Satisfaction and Advocacy, Technology and Process Optimization, Global Expansion and Revenue Growth
Work Experience
Director of Strategic Accounts and Escalations • Zendesk
January 2022 - June 2023 | Boston, MA
- As a member of the Customer Experience (CX) and Insights Leadership Team, I had full responsibility for the design, implementation and management of the Global Risk Management, Strategic Escalations and Governance programs.
- Designed, implemented, and managed Global Risk Management, Strategic Escalations, and Governance programs, emphasizing operational excellence.
- Pioneered the "Account Save and Growth" program, focusing on customer satisfaction, risk mitigation, and growth opportunities.
- Directly engaged with leadership of top-tier customers to create tailored strategic account plans, enhancing communication and alignment on business objectives.
- Introduced data-driven models for customer health scoring, driving effective customer prioritization, and proactive risk identification and engagement.
- Established an internal SVP-level CX Governance Council for cross-functional collaboration and meeting retention goals.
Executive Customer Success Manager • Citrix
July 2020 - December 2021 | Boston, MA
- Formulated and executed strategies to drive enterprise customers' successful outcomes.
- Achieved 65% increase in SaaS/Cloud product adoption for a portfolio exceeding $30M ARR.
- Managed relationships at both executive and manager levels, showcasing effective communication.
- Led collaborative efforts across internal teams for proactive and reactive success planning.
- Identified and pursued cross-sell and up-sell opportunities while conducting Executive Business Reviews.
Director, Critical Escalation Management and Customer Success Manager • Salesforce
August 2015 - July 2020 | Boston, MA
- Built and led company-wide programs for critical situation management, emphasizing operational excellence.
- Coordinated cross-functional teams for rapid issue resolution, enhancing cross-functional collaboration.
- Launched proactive engagement models for at-risk customers during high-impact periods, showcasing problem-solving skills.
- Developed strategic proactive and reactive success plans for corporate acquisitions, emphasizing change management.
- Implemented product and process feedback loops for continuous improvement, fostering innovation.
- Provided training to enhance crisis management and engagement skills, demonstrating leadership capabilities.
Critical Accounts Director • Marketo, an Adobe Company
May 2014 - August 2015 | San Mateo, CA
- Established a Critical Accounts and Strategic Escalations Program to resolve impactful situations, emphasizing operational excellence.
- Conducted executive-level critical customer escalation meetings, showcasing strong communication.
- Expedited issue resolution and conducted post-event analysis, focusing on problem-solving.
- Ensured long-term relationship sustainability, fostering collaboration.
Critical Accounts and Escalations Director • SuccessFactors
April 2013 - May 2014 | South San Francisco, CA
- Managed highly escalated accounts and utilized customer analytics to identify at-risk customers.
- Provided proactive and reactive account management for strategic cloud customers.
- Cultivated trust with key decision-makers to boost satisfaction and reduce attrition risk, emphasizing communication and change management.
Principal Customer Success Technologist • Salesforce
September 2011 - April 2013 | Boston, MA
- Drove technical success for portfolio of enterprise SaaS CRM customers.
- Became trusted technical advisor and ensured they received top value for investment in Salesforce.com.
- Partnered effectively with all levels of personnel across organizations.
Senior Principal Critical Accounts Manager • Oracle
August 2006 - September 2011 | Boston, MA
- Providing the highest level of customer escalation management for Oracle Global Support Services.
Support Account Manager • Oracle
June 2004 - August 2006 | Boston, MA
- Overall responsibility for developing effective communication plans and long-term relationships with Siebel’s largest and most important customers to ensure 100% success within the Technical Support operation.
Principal Technical Account Manager • Oracle
January 2000 - January 2004 | Boston, MA
- A critical role in ensuring the successful adoption, use, and satisfaction of customers by acting as a bridge between the customer and Oracle, advocating for the customer's needs, and helping them achieve them achieve their business objectives.
Education
MIT Sloan Executive Education
Mastering Design Thinking • 2019 - 2020
ExecEd certificate program for learning a proven, systematic approach to new product development. Coursework including driving innovation, growth, and the customer experience.
University of New Hampshire
History • 1986 - 1991
Minor in Architecture
Volunteering and Community Service
Leukemia & Lymphoma Society (LLS)
Executive Leadership Committee • 2018 - 2019
Corporate Fundraising Team Lead for Salesforce & Citrix • 2017 - 2021
- Developed and led company-wide fundraising efforts that collected more than $5M for blood cancer research
- Awarded Top Corporate Fundraising honors each year.
Skills
- CRM software
- Salesforce
- Tableau
- Gainsight
- Risk Management
- Escalation Management
- Customer Success
- Change Management
Languages
- English — Native