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4-6 years
6-10 years
10-15 years
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Avatar of 涂家禎.
Avatar of 涂家禎.
Past
Marketing Manager & Project Lead @MNA, The Management of New Arts. 牛耳藝術
2022 ~ 2024
PM/產品經理/專案管理/行銷營運企劃
Within one month
I have successfully led teams to achieve goals, including a significant increase in marketing campaign performance by +250%, a 53.6% increase in Instagram engagement within a month, and the addition of 1,000 fans in a single day through on-site events. Skills Project planning and management Data analysis and optimization Certificate Google analysis Google ads IELTS: 7.5 Language Chinese (Native) English (Advanced level) 工作經歷 Marketing Manager & Project Lead • The Management of New Arts. MayMarchLed a dynamic team of 6 professionals in marketing and design, fostering collaboration and successfully launched
IELTS
Google Analytics
Communication
Unemployed
Ready to interview
Full-time / Interested in working remotely
4-6 years
University of Leeds, United Kingdom
Advertising and Marketing
Avatar of the user.
Avatar of the user.
Past
營業資深主任 @忠泰集團商場事業
2024 ~ Present
專案管理、採購/商品管理、事業開發、文案撰寫
Within one month
營運管理
採購作業
銷售管理
Unemployed
Ready to interview
Full-time / Interested in working remotely
6-10 years
Goldsmiths, University of London
Creative and Cultural Entrepreneurship (創意與文化創業)
Avatar of Harshit Jamwal.
Avatar of Harshit Jamwal.
Consultant ll @EY
2023 ~ Present
Consultant
Within two months
troubleshoot and resolve complex issues related to ServiceNow Discovery implementation, ensuring seamless integration with existing systems and workflows. Streamlined on-premises operations by spearheading the discovery of network, Windows, Linux, firewall, and storage devices. Contributed to efficiency by creating SNMP OID classification records. Implemented a comprehensive Configuration Management Database (CMDB) health dashboard to monitor and analyze the status and performance of IT assets and configurations. Configured Health Inclusion rules for Required, Recommended, Staleness, Duplicate & Orphan to filter the CIs included in the dashboard. Worked on 3 C's in CMDB mean which are required to
ITSM
HRSD
ITOM
Employed
Open to opportunities
Full-time / Interested in working remotely
4-6 years
Birla Institute of Technology and Science, Pilani
Computer Science
Avatar of Leon Tsai.
Avatar of Leon Tsai.
Director of Product Management @Data System Image Inc.
2022 ~ Present
Senior Product Manager, Product Director
Within one month
control protocol conversions. (Modbus, profibus, etc...) Designed the MFC software interface. Planed the SPS Automation Exhibition in Nuremberg, Germany. Education National Taiwan University of Science and Technology Master's degree Computer Science and InformationNational Taiwan University of Science and Technology Bachelor's degree Computer Science and InformationSkills Language Data Analysis Marketing Strategy Strategic planning Team Leadership Resource Management Project Management Document Management Go-to-Market strategy New Business Development CRM(Customer Relationship Management) Product Development Product Marketing Time Management Team Leadership MS Word MS PowerPoint MS Project MS Visio MS Ex...
Word
PowerPoint
MS Project
Employed
Open to opportunities
Full-time / Interested in working remotely
10-15 years
National Taiwan University of Science and Technology
Master's degree Computer Science and Information
Avatar of the user.
Avatar of the user.
Project Manager @Ca Shin Network
2020 ~ 2022
Project Manager
Within one month
Project Management
Scrum
Data Analysis
Employed
Open to opportunities
Full-time / Interested in working remotely
6-10 years
Chung Cheng Institute of Technology, NDU
Computer Science
Avatar of Luke Lonergan.
CEO of Big Data Developer, LLC
More than one year
Luke Lonergan Luke Lonergan is a Big Data Expert and successful businessman who provide the help in financial, risk and facilities management, database design and business intelligence. CEO of Big Data Developer, LLC california, US [email protected] Skills Cloud Computing Cloud computing is the on-demand delivery of compute power, database storage, applications, and other IT resources through a cloud services platform via the internet with pay-as-you-go pricing. Product Management Product management is an organizational lifecycle function within a company dealing with the planning, forecasting, and production, or marketing of a product
Enterprise Software
Big Data
latest technology
Open to opportunities
Full-time / Interested in working remotely
4-6 years
Avatar of the user.
Avatar of the user.
Sales Management Executive - Global Private Banking and Transformation @HSBC
2022 ~ Present
Business Development, Product Manager, Project Management, Business Operations, Process Design
Within two months
Python
SQL
Machine Learning
Employed
Full-time / Interested in working remotely
6-10 years
Hult International Business School
Business Analysis
Avatar of Manoj Jadhav.
Avatar of Manoj Jadhav.
Software Engineer @Harbinger Group
2018 ~ 2020
Associate Tech Lead
Within three months
Manoj Jadhav Workato Pro Certified | Automation Expert | Implementation Specialist | Solution Consultant Pune, Maharashtra, India Mobile:I am an Associate Tech Lead with extensive experience in Workato and a proven track record of delivering high-quality solutions. With 6+ years of overall experience and 5+ years of experience in Harbinger Systems, I have developed a deep understanding of automation, database management, data analysis, and software development. In addition to my Workato expertise, I have worked with a range of other technologies, including Python, ReactJS, CSS and Visual FoxPro which have enhanced my versatility as a Lead.
Workato
Python
JavaScript
Employed
Not open to opportunities
Full-time / Interested in working remotely
6-10 years
Sant Gadge Baba Amravati University, Amravati
Information Technology
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
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, 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
CRM software
Salesforce
Tableau
Unemployed
Full-time / Interested in working remotely
More than 15 years
MIT Sloan Executive Education
Mastering Design Thinking
Avatar of Riki Dwi Prasetyo.
Avatar of Riki Dwi Prasetyo.
Costing Supervisor @PT Sanghiang Perkasa (Kalbe Nutritionals)
2023 ~ Present
Senior Cost Accountant
Within six months
Riki Dwi Prasetyo I am working in PT Sanghiang Perkasa (Kalbe Nutritionals) as Costing Supervisor. I graduated form IST AKPRIND Yogyakarta majoring in Statistics. When I on college, I active in Organization such as Satmabhara and Himatika. I got high interest in Cost Accountant, System Analyst and Data Analyst. I am Hardworker, Fast Learner, Discipline, have Analytical Thinking and able to work individually or teamwork Bekasi City, West Java, Indonesia Skills Software Microsoft Excel SAP HANA Oracle Fusion CLoud Oracle EBS R12 Technical Skills Cost Accounting Inventory Management Data Analysis Languages Bahasa English Working Experience Costing
Excel
SAP HANA
Oracle ERP
Employed
Full-time / Interested in working remotely
4-6 years
IST AKPRIND YOGYAKARTA
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Adaptability
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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