CakeResume Talent Search

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4-6 years
6-10 years
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United States
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Past
Strategic Partnerships Manager @Our Happy Company
2019 ~ 2023
Strategic Partnerships, Business Development
Within one month
Strategic Partnerships
Business Development
Digital Strategy
Unemployed
Ready to interview
Full-time / Interested in working remotely
6-10 years
Columbia College Chicago
Arts, Entertainment, and Media Management
Avatar of Vel Tien-Yun Wu.
Avatar of Vel Tien-Yun Wu.
Data Engineer @Groundhog Technologies Inc.
2021 ~ 2024
Data Analyst、Data Engineer、Data Scientist、Customer Experience Analyst
Within one month
using tools like PowerBI, Seaborn, and Tableau. My specialized skills in Time Series Analysis and Machine Learning are complemented by practical experience in data workflow management platforms, such as Airflow. I am proficient in English, which has been invaluable in my work within multidisciplinary teams, ensuring clear and effective communication. Seeking a role as a Data Engineer or Data Analyst, I am eager to apply my technical expertise and analytical skills to contribute to meaningful projects and collaborate with a dynamic team. New Taipei City, Taiwan Work Experience Data Engineer • Groundhog Technologies Inc. JulyPresent - Built
Git
Python
Scala
Employed
Ready to interview
Full-time / Interested in working remotely
4-6 years
University of Illinois at Urbana-Champaign, School of Information Sciences
Information Management
Avatar of Henry Lee.
Avatar of Henry Lee.
Software Engineer II @Paypal
2021 ~ Present
Software Engineer / Backend Engineer
Within six months
Refined the continuous integration and continuous deployment pipeline of the vehicle quality system with Azure DevOps, expediting deployment and facilitating continuous integration across in-plant and Kubernetes cloud environments. FebJul 2019 Austin, TX Test Engineer HCL/Facebook - Evaluated test results and generated detailed reports for development teams, enabling effective communication and collaboration between QA and development teams AprSep 2018 Yokohama, Japan Android Engineer NTTDATA MSE - Executed rigorous unit and integration testing protocols to bolster software quality and reliability, significantly improving user experience while mitigating the prevalence of bugs and system errors. - Engineered an Android application leveraging Bluetooth
Java
API Development
SQL
Employed
Open to opportunities
Full-time / Interested in working remotely
4-6 years
Georgia Institute of Technology
Computer Science
Avatar of Richard Gonzales.
Avatar of Richard Gonzales.
Scrum Master / Project Manager @Yondu Inc
2022 ~ Present
Scrum Master / Tech Lead / Project Manager
Within one month
Richard Gonzales, PSMI™, CLSSWB™, CLSSYB™ Pangasinan, Philippines || [email protected] SUMMARY I have a history of creating effective teamwork solutions encouraging open communication and collaboration. My expertise in implementing Scrum principles and overcoming obstacles has led to successful self-management. As a confident and outcome-driven leader, I prioritize building strong relationships to ensure team cohesion and adaptability. I have excellent communication skills and am adept at creative problem-solving, with a keen sense of strategy and organization. EXPERIENCES Project Manager / Scrum Master • Yondu Inc. Taguig City - OctoberPresent Facilitate
C#
JavaScript
C# .Net MVC
Employed
Not open to opportunities
Full-time / Remote Only
6-10 years
Coursera
Google Project Management
Avatar of Todd Jacobsen.
Offline
Avatar of Todd Jacobsen.
Offline
Past
Customer Success: Strategic Accounts and Escalations @Zendesk
2022 ~ 2023
Strategic Customer Success
Within six months
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 JulyDecember 2021
CRM software
Salesforce
Tableau
Unemployed
Full-time / Interested in working remotely
More than 15 years
MIT Sloan Executive Education
Mastering Design Thinking
Avatar of Anthony Maduzia.
Avatar of Anthony Maduzia.
Domestic Dynamo @The Maduzia Household
2018 ~ Present
Data Analyst, Product Manager, Business Analyst
Within one year
Anthony Maduzia Highly accomplished and versatile professional with over 10 years of leadership experience, known for delivering exceptional results. Mahomet, IL, USA Skills Innovation A natural problem solver, I thrive on finding creative solutions to complex issues. My ability to think outside the box and embrace new ideas has consistently contributed to driving operational efficiency and enhancing customer satisfaction. https://www.linkedin.com/in/tonymaduzia/details/projects/ Communication Effective communication lies at the heart of my success. I excel in building strong relationships, both internally and externally
Microsoft Office
Leadership + Management
Communication Skills
Employed
Full-time / Remote Only
10-15 years
University of Illinois at Urbana-Champaign
Political Science and Government
Avatar of the user.
Avatar of the user.
Customer Service Representative @Comcast
2013 ~ 2016
Within one year
Conflict-resolution
Excellent written
and verbal communication
Full-time / Remote Only
More than 15 years
San Bernardino Adult School
Medical Assistant , Computer Business Applications , Keyboarding
Avatar of the user.
Avatar of the user.
Sales Representative @Byrider Auto Sales
2020 ~ Present
Sales Representative
More than one year
Assisted
Loyalty
Effective Communication
Full-time / Interested in working remotely
10-15 years
St. Petersburg College
ASSOCIATE OF SCIENCE : MARKETING
Avatar of Lashana Stevens.
Avatar of Lashana Stevens.
Intervention Liaison/ Education Assistant @Ability Matters Ohio
2019 ~ Present
Retail Sales Consultant
More than one year
culture over all. Columbus, OH, USA Work Experience Intervention Liaison/ Education Assistant • Ability Matters Ohio OctoberPresent Lashana offers operational and administrative support to lead teachers and also supports students during school activities. Duties include, creating lesson plans, organizing outings, providing materials, supervising students and training staff on effective teaching methods. As an Intervention Liaison she has aided families and staff in effective communication strategies and helped with the growth of the education department. Retail Sales Consultant • AT&T Inc. JuneAugust 2019 Customer facing sales position. The sales position required consultant to deliver an
Caring
Customer Service
Analyzing Issues
Full-time / Interested in working remotely
4-6 years
Columbus State Community College
Continuing education, Business Administration
Avatar of HSIAOWEI TSOU.
Project Management
Within three months
HsiaoWei Tsou (Vivian) All that can be imagined is real - Picasso [email protected] • • Cypress, TX, U.S. Professional Skills Project / Product Management PMP Certification Effective Client Communication Process Design and Documentation: Highly skilled in process design, product specification writing, and user requirement documentation, ensuring effective project execution. System Implementation and Integration: Extensive experience in successfully implementing and integrating complex systems, including ERP solutions (ERPNext, SAP), Logistics, WMS, MES, EDI, and PLM (Agile). IoT and SaaS Product Design: Proficient in IoT and SaaS product design practices that includes projects
Word
專案管理
Excel
Full-time / Interested in working remotely
6-10 years
National Cheng Kung University
Industrial and Information Management

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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
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Time Management
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Leadership
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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.
Logo of Zendesk.
Zendesk
2022 ~ 2023
Newbury, MA, USA
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
CRM software
Salesforce
Tableau
Gainsight
Risk Management
Escalation Management
Customer Success
Change Management
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
Print

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
Resume
Profile

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