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6-10 years
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Past
Lead of Business Development @Imweb Corp, Taiwan Branch
2022 ~ 2023
Business Development Manager
Within one month
Customer Relationship Management (CRM)
Sales Management
Account Management
Unemployed
Ready to interview
Full-time / Interested in working remotely
10-15 years
Chaoyang University of Science and Technology
CSIE
Avatar of Asep Yellowpages.
Avatar of Asep Yellowpages.
Past
Senior Account Manager @Telkom Indonesia
2018 ~ 2021
Sales manager, Key Account manager, Pre sales manager
Within six months
Asep Yellowpages Bersama team, adalah hal yg sangat indah untuk dikenang saat berhasil create solusi digital broadcasting untuk LPP TVRI dan bangga menjadi bagian untuk mewujudkan salah satu Visi Misi LPP TVRI untuk menjadi salah satu Lembaga penyiaran Kelas Dunia, kami berhasil membawa Channel TVRI World bisa dinikmati secara Free to Air dan hadir di platform pay TV Eropa dan Asia Oceania Jakarta, Indonesia Pengalaman Kerja Senior Account Manager • Telkom Indonesia JanuariPresent Manage account Enterprise & Business Corporate Customers, BUMN and Government (Segment : OLO/ Other License Operators, Media Broadcasters) Manage the team to WIN the Project that provides the Best
Unemployed
Full-time / Interested in working remotely
More than 15 years
Diponegoro University
Teknik Elektro dan Telekomunukasi
Avatar of Sandhya Rastogi- Srivastava.
Avatar of Sandhya Rastogi- Srivastava.
Sr. Quality Analyst @Satyam BPO
2008 ~ 2009
Product/Project Manager
Within two months
to achieve project goals and deliver high-quality results. Key responsibilities included: Led a team of 25 agents, providing guidance and support to ensure successful project execution. Trained new joiners, ensuring they were equipped with the necessary skills and knowledge. Driven a culture of personal allyship Managed Enterprise account for SME customers (UK). Received the Extra Miller Award for Best Performance, recognizing my dedication and exceptional work. Received appreciation from stakeholders for excellent work and dedication. Quality Analyst • Cegedim Software India Pvt Ltd SeptemberJune 2011 As a Service Quality Analyst at Ceg..
Word
PowerPoint
Excel
Employed
Ready to interview
Full-time / Interested in working remotely
6-10 years
Axelos
Information Technology
Avatar of Lynn Lee.
Avatar of Lynn Lee.
Past
Caregiver @Career Break:The COVID-19 pandemic spread and care for my parents ( 86 and 81)
2020 ~ 2024
Project/Account Manager, International Sales Specialist
Within one month
outbreak and my aging parents(85 & 80) health issues. My parents' health is stable and the pandemic seems to be coming to an end. I am ready to rejoin the workforce and seek a domestic or overseas job. International Sales Representative • Lighting Manufacture ,OEM and Exporter (Taiwanese Enterprise) 十月三月 2020 ●Cultivate trust and strong relationships with prospective and existing customers. ●Handle day –to- day emails and customer complaint to ensure all account queries are resolved professionally ●Maintain a high level of communication with internal teams and clients ensuring high service delivery ●Oversee the
Word
Excel
PowerPoint
Unemployed
Ready to interview
Full-time / Not interested in working remotely
More than 15 years
Brunel University, London
MBA
Avatar of the user.
Avatar of the user.
Application Security Engineer @WOO Network
2022 ~ Present
information security engineer
Within three months
Security Operations
CISSP-Certified Information System Security Professional
Certified Information Security Manager
Employed
Open to opportunities
Full-time / Interested in working remotely
10-15 years
National Quemoy University
Computer Science and Information Engineering
Avatar of Pallas Wang 王品又.
Avatar of Pallas Wang 王品又.
Account Manager, North Asia @Deel
2023 ~ Present
Business Development or Key Account Management or Client Acquisition or bundled in.
Within one month
Pallas Wang Business Development Taipei City, Taiwan Multilingual sales professional proficient in English, Mandarin, and French with over four years of experience in business development, B2B/B2C sales, and managing SMB accounts. Expertise in lead conversion, new business development, and sales pipeline maintenance. Proven ability to exceed sales targets, self-motivated, goal-oriented, and consistently refining sales strategies to increase overall sales. Work Experience Account Manager, North Asia • Deel AugustPresent Account Growth and Leadership: Expanded and oversaw a portfolio of 30 targeted accounts, effectively managing a total of 250 accounts to drive business growth. Pipeline
Presentation Skills
Cold Calling
Client Acquisition
Employed
Open to opportunities
Full-time / Interested in working remotely
4-6 years
National Chengchi University
Finance
Avatar of Moise Kabre.
Avatar of Moise Kabre.
SALES @GAMA INNOVATION CORPORATION 臺灣柯美
2023 ~ Present
Project management/Key Account Management / Business Develepment / Marketing / Business analyst/Product manager/Assistant project manager/Product owner/Junior project manager
Within one month
ample experience in the field of Biotechnology,Agriculture Food Machinery and Agro-chemical . I have acquired valuable skills and knowledge through my academic background,Agriculture machineries,Biotechnology field and personal projects. To be able to work in projects related positions, I took the initiative to learn new project management requirements through Google Project Management certifications. Key Account Management / Business Develepment / Marketing / Business analyst City, TW [email protected] Work Experience Gama Innovation Corporation, Sales FebPresent TCI. CO.,LTD, Customer Success Manager AprJanRotam Agrochemical, Operation manager AugMarSpringway Enterprise CO.,LTD
Word
PowerPoint
Excel
Employed
Open to opportunities
Full-time / Interested in working remotely
4-6 years
National Chung Hsing University - Taichung City, Taiwan
Agriculture
Avatar of Joyce Hsu.
Avatar of Joyce Hsu.
Section Leader @Hitachi High-Tech Taiwan Corporation
2022 ~ Present
Sales Manager
Within one month
Joyce Hsu (Zih-Huei) Semiconductor | AIoT | Digital Transformation | Data center Sales Account management| Business development|Product line management • 8+ year experience in sales and product line management for optical communication/Data center (Datacom)/Telecom industries. • 2+ year of experience in sales and project management of Smart factory solutions (including AI, IoT, Software MES/SCM/WMS/EIM, ESG, System integration and consulting service.) • Proven sales record of exceeding business revenue/profit goal. • Design win oriented to drive the demand creation for customers. • Solid experience collaborating with manufacturing/logistic
Sales & Customer Service
Business Development
Sales Management
Employed
Full-time / Interested in working remotely
6-10 years
National Chung Hsing University
Life Sciences
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
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 JanuaryJune 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
CRM software
Salesforce
Tableau
Unemployed
Full-time / Interested in working remotely
More than 15 years
MIT Sloan Executive Education
Mastering Design Thinking
Avatar of the user.
Avatar of the user.
Account Operation Specialist @Hewlett Packard Enterprise
2020 ~ 2020
Account Operation Specialist
Within one year
Contract Administration
Sales Order Processing
Sales Order Management
Full-time / Interested in working remotely
10-15 years
Universiti Tun Abdul Razak UNIRAZAK
Knowledge Management

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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