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Personal Systems HQ Program Manager @HP
2015 ~ 2018
Business Planning Manager
More than one year
Coordination
Facilitation
Advertising
Full-time
6-10 years
University of California
Bachelor of Science B.S. American Studies - Nutrition
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Avatar of the user.
Past
Institutional Product Manager @Binance
2022 ~ 2023
Business Development / Product Manager / Product Marketing/ Strategy Manager
Within two months
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 Kimberly Yu.
Project Manager
More than one year
Kimberly Yu, MPH Public Health Professional with over 5 years of project management experience. Seeking opportunities in innovative research and health tech. www.linkedin.com/in/kimyu/ Project Manager Seattle, US [email protected] Experience Project Director, Montefiore Medical CenterImproved operational process of treatment pathway by facilitating system-wide cross-disciplinary shift in treatment of Hepatitis C leading to increase in patients seeking medical care. (i.e. enrolling 1400 patients in care program) Managed logistics, budget, communications and reports for key launch meetings aimed at engaging
Word
Excel
Outlook
Ready to interview
Full-time / Interested in working remotely
4-6 years
New York University
MPH
Avatar of Gayan Bandara.
Avatar of Gayan Bandara.
Senior Technical Lead @Pearson
2023 ~ Present
Senior Software Engineer
Within two months
coordinating, and delegating the workload in fast-paced, deadline-driven project environments. : https://www.linkedin.com/in/gayan-s-bandara/ : https://github.com/gayanz Work Experience NovemberPresent Senior Technical Lead Pearson Replacing a legacy system with new technology • Planning and estimating the work related to the legacy enrollment system retiring. • Implementing a POC replicating the existing enrollment flows with new technologies. • Closely working with the architects to get the design standards confirmed. • Keep technical documentation and operational procedures up to date. • Technologies : React, Node
Agile Software Development
Component Development
Requirement Gathering
Employed
Open to opportunities
Full-time / Interested in working remotely
6-10 years
University of Colombo
Bachelor of Computer Science
Avatar of Christopher Rivers.
Business Architect, Scrum Master, or Director of Development/Continuous Improvement
More than one year
service centers • Launching first eCommerce solution for Orkin Pest Control to allow customers to purchase new programs and schedule service online without employee assistance • Participate in and lead Sprint planning sessions and SCRUM meetings to promote Agile Development, reducing development life cycle from 2 months to 1 month • Managed a team of 4 developers dedicated to fixing defects in production system reducing defect rate from 5% to .02% The Ultimate Software Group, Inc, OctMay 2013 Program Manager, Enterprise Operations • Manage projects and programs to support employee engagement, operational efficiency, and customer initiatives • Designed, created marketing c...
Word
PowerPoint
ERP Implementation Project Management
Open to opportunities
Full-time / Interested in working remotely
6-10 years
Georgia Institute of Technology
Industrial Engineering
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
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 AugustJuly 2020 | Boston, MA Built and led company-wide programs for critical situation management, emphasizing operational excellence. Coordinated cross-functional teams for rapid
CRM software
Salesforce
Tableau
Unemployed
Full-time / Interested in working remotely
More than 15 years
MIT Sloan Executive Education
Mastering Design Thinking
Avatar of veera bhargava reddy.
Avatar of veera bhargava reddy.
Software Engineer @Tripod software solutions private limited
2008 ~ 2012
Frontend Developer / Fullstack Developer
Within one year
with the addition of new features and infrastructure. 6) Defined parameters for API and data acquisition. NovemberPresent Member Of Technical Staff • Yodlee Infotech Private Limited 1) Analyzed client business processes to propose optimal software applications for unique requirements. 2) Developed diagrams to describe and lay out logical operational steps. 3) Presented business leaders with ROI estimations to drive project planning. 4) Enhanced interfaces to promote better functionality for users. 5) Researched and adopted new technologies to add value to existing offerings. AprilNovember 2022 Sr Software Engineer • GE Digital 1) Led software development initiative
JavaScript / ES6 / jQuery
React.js/Redux
React Hooks
Employed
Full-time / Interested in working remotely
6-10 years
SRI VENKATESWARA UNIVERSITY
Computer Science Engineering
Avatar of Anthony Maduzia.
Avatar of Anthony Maduzia.
Domestic Dynamo @The Maduzia Household
2018 ~ Present
Data Analyst, Product Manager, Business Analyst
Within one year
Finalist. Store of the Year runner-up (twice). Recipient of six Store of the Quarter awards. Winner of multiple company-wide contests. Proven success in building long-term relationships, leveraging them to exceed revenue goals by over 15% every year. Expert in PnL budgeting and planning, strategic and tactical goal setting, and personnel management. Collaborated with corporate and teams for multiple operational improvements adopted company-wide. Former Diversity Champion for the Northern Division, responsible for encouraging our store leaders to promote our cultural diversity. Led over 80 employees while managing over 15
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 Jen Merchant.
Avatar of Jen Merchant.
Director of Corporate & Operations @Wishlist Foundation
2020 ~ 2021
Director of Corporate & Operations
Within one year
Jen Merchant Experienced Senior Project Lead with a demonstrated history of working in the fundraising industry. Skilled in Nonprofit Organizations, Event Management and Social Media. Rockport, MA, USA [email protected] Experience Director of Corporate & Operations • Wishlist Foundation Assisted with the development and implementation of operational plans Created and maintained operational reports Developed and implemented policies and procedures Managed day-to-day operations FebruaryNovember 2021 Social Media Manager • Wishlist Foundation Ideated and executed campaigns Facebook, IG, and Twitter presence organically grew by over 75% Wrote engaging copy for posts Monitored social media channels for mentions of
Creative
Project Management
Event Management
Full-time / Remote Only
6-10 years
University of Phoenix
Associate of Arts-AA , Psychology
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Avatar of the user.
Project Manager - PMO @EY India
2019 ~ Present
Business Development, Product Manager, Project Management, Business Operations, Process Design
Within one year
Project Management
scrum master
Product Management
Employed
Full-time / Interested in working remotely
10-15 years
Siena College of Proffessional Studies
Bachelor of Business Administration BBA Business Administration and Management

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Technical Skills
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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.
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Ability to convey information effectively and is willing to give and receive feedback.
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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