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4-6 years
6-10 years
10-15 years
More than 15 years
United States
Avatar of Jimmy Lu.
Avatar of Jimmy Lu.
Past
Lead of Country Product Manager @Asus 華碩電腦股份有限公司
2022 ~ 2023
Business Development / Product Manager / Product Marketing/ Strategy Manager
Within one month
com/in/itsjimmy/ [email protected] Work experience Senior Product Manager [Consumer NB & Gaming ] • ASUSTeK Computer Indonesia JulDec 2023 | Jakarta, Indonesia Key responsibilities & Achievements - #business management #business development #team leading #cross-functional organizing #vendor management Orchestrated cro ss-func tional initiatives across Product Management, Sales, and Marketing departments, strategically developing and executing robust go-to-market strategies amidst a challenging post-pandemic market downturn. Collaborated closely with teams to achieve exceptional outcomes, including exceeding the industry average by 5% , elevating market share to 45% , and surpassing forecast by 12
Business Development Project Management
Cross-Functional Project Management
Product Life Cycle Management
Unemployed
Ready to interview
Full-time / Interested in working remotely
4-6 years
國立陽明交通大學(National Yang Ming Chiao Tung University)
Bachelor of management , Management of Transportation and Logistics
Avatar of the user.
Avatar of the user.
Past
Senior Software Engineer @仁寶電腦 Compal
2021 ~ Present
Cloud Engineer、Project Management
Within one month
Engineering
Photoshop
IllustratorCS4
Unemployed
Ready to interview
Full-time / Interested in working remotely
6-10 years
國立陽明交通大學
生物醫學資訊
Avatar of Pascale Vallee.
Avatar of Pascale Vallee.
Manager of Quality Management @Liberty Resources
2024 ~ Present
DEI Director
Within one month
Pascale Vallee, MPH Manager at Quality Management, Liberty Resources Inc// [email protected] With nearly a decade of proven leadership and program management, and with a background in rhetoric, pedagogy, and public health, my strengths and passions position me to excel in areas such as public speaking; program design, management, implementation, and evaluation; data analysis; knowledge translation; talent development; as well as diversity, equity, and inclusion (DEI) initiatives. https://www.linkedin.com/in/pascale-vallee Work Experience Liberty Resources 2015-present Liberty Resources, Inc. is a
Microsoft Office
Photoshop
Communication
Employed
Ready to interview
Full-time / Interested in working remotely
6-10 years
Drexel University Dornsife School of Public Health
Avatar of Kaichun Chen.
Avatar of Kaichun Chen.
Past
Strategic Partnerships Manager @Our Happy Company
2019 ~ 2023
Strategic Partnerships, Business Development
Within one month
Sony Music, Budweiser, Pizza Hut, Carrefour, and Condé Nast. Successfully negotiated commercial terms with partners, contributing to a remarkable 200% increase in partner acquisition rates. - Enhanced brand partnerships by proactively addressing partners' challenges through streamlined onboarding processes, cutting-edge blockchain and AR solutions, digital innovation, and fan engagement initiatives. - Led a task force team in expanding into the US and Taiwan market and driving sales growth, while fostering effective communication and alignment among cross-functional teams, including senior management, marketing, product, engineering, legal, finance, and ad/PR agencies, resulting in an impressive 80% growth in user
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 Alex Zoltan Pauncz.
Avatar of Alex Zoltan Pauncz.
Product Marketing Manager — SaaS @CData Software
2022 ~ Present
Director of Marketing
Within two months
Alex Pauncz I'm a creative marketer & strategist passionate about technology, entrepreneurship and marketing. In the last 6 years, I've lead many growth & brand marketing initiatives for CData Software, helping the company scale 10x from a founder-led, bootstrapped startup through three funding rounds led by VC partners. Before joining CData, I cut my teeth as an SEO & copywriter in a B2B marketing agency and at an IT services firm. Raleigh, NC, USA Work Experience OctoberPresent Product Marketing Manager — OEM CData Software - Lead marketing for CData's largest line of business: OEM embedded integration - Set the
Microsoft Office
Communication
Presentations
Employed
Ready to interview
Full-time / Interested in working remotely
10-15 years
University of Missouri-Columbia
Journalism, Economics
Avatar of Tameka Harris.
Avatar of Tameka Harris.
Past
Sr. Customer Service Representative @United Health Group
2023 ~ 2024
Email and Customer Support Specialist
Within one month
client satisfaction adherence by 20% during Fourth Quarter. SeptemberOctober 2021 Taipei, Taiwan Lead Research and Resolution Specialist NextEra Energy, Inc. I excel in providing a great customer experience by effectively addressing custmeruest, complaints and troubleshooting needs through various communication channels such as email, chat, and phone. My colloborate approach with cross-functional teams has led to the development and implementation of innovatee solutions to address recurring suport issues. My initiative-driven project skills allowed me to suport customer with account management, billing, and energy saving tips, streamline process for resolving complex customer issu...
Word
Excel
Java
Unemployed
Ready to interview
Full-time / Interested in working remotely
10-15 years
University of Phoenix
Business Administration and Management
Avatar of Kimberly Garrison.
Avatar of Kimberly Garrison.
Past
Vice-President Human Resources @Frost National Bank
1998 ~ 2012
Human Resource Specialist / Recruiter
Within one month
for the functions. Ensures accountability for all parties involved in the recruiting process for compliance with applicable applicant tracking, interviewing and hiring requirements. Develops and maintains performance metrics that provide clarity of trending, benchmarking and insight for making program and process improvements. Leverages technology to support staffing initiatives. Develops and manages metrics to measure overall recruitment/staffing process effectiveness. Develops departmental policies. Develops and managed the CBRE employment brand. Recruitment Manager - Banking and Finance • International Search Consultants (Agency) DecemberMarchyears I lead our Recruiting team. I had 6 years of Banking and
Word
PowerPoint
Excel
Unemployed
Ready to interview
Full-time / Interested in working remotely
More than 15 years
USIHR
Human Rights Certificate
Avatar of Steven.
Avatar of Steven.
Past
Institutional Product Manager @Binance
2022 ~ 2023
Business Development / Product Manager / Product Marketing/ Strategy Manager
Within one month
股份有限公司台灣分公司 · Produced comprehensive insights reports on business sales performance and market research. 製作有關業務銷售績效和市場研究的全面性報告 · Played a pivotal role in innovation initiatives, including the establishment of an Innovation Lab, and explored blockchain applications. 在創新措施中發揮了關鍵作用,包括建立創新實驗室,並探索區塊鏈應用 八月五月 2020 Blockchain Payment
powerpoint
word
Excel
Unemployed
Ready to interview
Full-time / Interested in working remotely
6-10 years
國立清華大學(National Tsing Hua University, NTHU)
科技管理
Avatar of the user.
Software Engineer
More than one year
JavaScript
React.js
redux.js
Ready to interview
Full-time / Interested in working remotely
10-15 years
Trinity College (CT)
BA, Economics
Avatar of the user.
Avatar of the user.
Strategic Account Manager @iSPOT Media 艾斯博媒體股份有限公司
2023 ~ Present
Strategic Account Manager
Within one month
Microsoft Office
Communication
Photoshop
Employed
Open to opportunities
Full-time / Interested in working remotely
10-15 years
淡江大學 Tamkang University
國際觀光管理學系

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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