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Avatar of Jason Chang 張俊雄.
Avatar of Jason Chang 張俊雄.
Project Manager @領濤新創股份有限公司
2023 ~ Present
產品經理、專案經理、產品設計師、UX設計師
Within one month
Chun-Hsiung (Jason) Chang Project Management・Product Design・Brand Marketing Taipei City, Taiwan https://sites.google.com/view/jason-chang-resume/portfolio Project Management Requirement define, WBS, SOP, Schedule planning, Risk identification, Progress tracking, Cost control, Conflict mediation, Outcome evaluation Product Design Design thinking, User interviews, Benchmark, Flowcharting, Wireframing, Prototyping, Usability testing, A/B testing Brand Marketing Market research, Brand planning, Visual identity design, Data visualization, Infographics design, 2D Animation production, Marketing materials production Language Mandarin English EXPERIENCE Project Manager, CardinalRain • Led the branding of the 10th anniversary event of InnoSquare (Incubator
Microsoft Office
PowerPoint
Word
Employed
Open to opportunities
Full-time / Interested in working remotely
4-6 years
國立臺灣科技大學
設計學
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
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
CRM software
Salesforce
Tableau
Unemployed
Full-time / Interested in working remotely
More than 15 years
MIT Sloan Executive Education
Mastering Design Thinking
Avatar of Ayu Ananda Astriana.
Avatar of Ayu Ananda Astriana.
Risk Management Sub Department Head @PT. FEDERAL INTENATIONAL FINANCE
2018 ~ Present
More than one year
and controls to mitigate risk in the organization. https://id.linkedin.com/in/ayu-ananda-astriana-baMail : [email protected] Phone :Central Jakarta, Indonesia EXPERIENCE Risk Management Sub Department Head • PT. FEDERAL INTERNATIONAL FINANCE JulyPresent • Establishing and quantifying FIFGROUP's 'risk appetite' • Estimated risks with criteria established by the organization such as costs, legal requirements and environmental factors, and evaluating previous handling of risks. • Project leader of "i-risk system dashboard" for FIFGROUP to do the overall risk management process. • Assisted in Risk register assessment, which involves analyzing
Risk Assessment and Management
Risk Identification
Credit Risk Analysis
Full-time / Interested in working remotely
6-10 years
Universitas Brawijaya Malang, Indonesia
Electrical Engineering, Telecommunication
Avatar of 黃菩淨 Connie Huang.
Avatar of 黃菩淨 Connie Huang.
氣候變遷與永續發展諮詢服務 資深顧問 @勤業眾信風險管理諮詢股份有限公司
2021 ~ 2024
品牌宣傳及媒體公關人員、 行銷企劃人員、活動企劃人員、傳播媒體企劃人員
Within one month
Sustainability Advisory Senior Consultant, Deloitte 12/2021~Current Market Planning: Press Release Writing, Podcast Speech Writing, Marketing Proposal Planning, Internal Seminar Organization Stakeholder Engagement: Co-organizer of Customer-Supplier Conference, Supplier Sustainable Education Training Supplier Due Diligence: Key & Significant Supplier Analysis, 100+ Suppliers Reviewing and Auditing, Identify High-Risk Suppliers and Assist In Improvement Sustainable Strategic Planning: Sustainability Report Writing, DJSI & CDP Analysis with Strategy Writing, Analysis of Industrial Sustainability Risk Issues Introduction and Verification of Sustainable Procurement: Evaluation and Establishment of Internal Rules of The Procurement, Identification of Stakeholders and Industry Risk Issues New Service Development: Product
PowerPoint
Microsoft Office
word
Employed
Full-time / Interested in working remotely
4-6 years
國立台灣科技大學 National Taiwan University of Science and Technology
企業管理所
Avatar of Tuntufye Abel.
Avatar of Tuntufye Abel.
Head of Risk Management and Compliance @Azania Bank Limited Head Office, Dar es Salaam Tanzania
2015 ~ 2018
Chief Executive Officer
More than one year
business goals. 19 successful years in Tanzania banking system, including 12 years of managing Risk in Tanzania major banks that included identification and recruitment of talents to assist me that I eventually trained / coached them to become notable Risk Managers in the country. Developed from ground zero risk and compliance frameworks of 4 banks in Tanzania. Coordinated development of business strategy, and successfully implemented compliance to Basel II standardized approach for Operational Risk. Industry wide recognized resource for training on issues of Compliance including AML / CTF, Fraud risk, and Operational Risk. tuntufye@
excel
english
microsoft office
Full-time / Interested in working remotely
More than 15 years
Mzumbe University
Master of Business Administration M.B.A.
Avatar of Monisha Prasad.
Avatar of Monisha Prasad.
Past
Cyber Security Analyst | SOC Analyst @Wipro Technologies
2019 ~ 2023
Cyber Security Engineer
Within six months
Skilled in SIEM solutions, Email Security, Endpoint Security, Network security and Vulnerability assessment. Seeking a challenging role as Cybersecurity Engineer to utilize and enhance my skills and expertise. Technical Skills Network concept:- OSI model, TCP/IP protocols. Concepts:- CIA, AAA, Hashing, Encryption, MFA, Threat, Vulnerability and Risk, Handshake. Knowledge on Malwares:- Viruses, Worms, Trojan horse, Botnet, Adware, Spyware, Rootkit, Ransomware, Key logger, Logical bombs, Malware analysis, Cyber kill chain & Mitre Att&ck Framework. Good understanding on phase of attack and type of attack:- Brute force attack, DoS attack, DDoS attack, XSS, SQL injection, Phishing
SIEM Solutions
Endpoint Security and EDR
WAF Technologies
Unemployed
Full-time / Interested in working remotely
4-6 years
Birla Institute of Technology and Science, Pilani
Information Technology
Avatar of Ruth Amisi MITA.
Avatar of Ruth Amisi MITA.
Analyst, Back office Processing, COGS-Global Service @Deel
2023 ~ Present
Human Resources
Within one year
to support mandatory reporting, day-to-day, and ad hoc business needs. Solve any client problems that may arise during the onboarding stage and collaborate closely with internal teams such as Sales, Support, Operations, Product, and Engineering to deliver outstanding customer experience. To continuously improve the onboarding process Risk, support and Onboarding Specialist Zepz NovemberMay 2023 Remote Overall Purpose: Support the business to mitigate litigation risks via user protection services Additional role to the Customer Care Representative duties. Provide frontline user protection support for Sendwave app users. Constantly monitor the domain of App users to ensure
MS Office
Zendesk
JIRA
Employed
Full-time / Interested in working remotely
4-6 years
University of Nairobi
Human Resources Management/Personnel Administration, General
Avatar of the user.
Avatar of the user.
Project HSE Lead @Subsea 7
2021 ~ 2022
Project HSE Advisor
More than one year
Verbal Communication
Hazard Identification
Risk Assessments
Full-time / Interested in working remotely
10-15 years
University of Greenwich
Occupational Health, Safety and the Environment
Avatar of the user.
Avatar of the user.
Bartender @The Bellezza Suites
2017 ~ Present
Bartender
More than one year
Microsoft Office
Bartending
Mixology
Full-time / Interested in working remotely
10-15 years
SMU
Avatar of the user.
Avatar of the user.
Senior Administrative Officer @Sonatrach
2019 ~ 2021
Senior Administrative Officer
More than one year
Ability To Work Under Pressure
Ability To Follow Instructions
Writing Reports and Proposals
Full-time / Interested in working remotely
More than 15 years
UNIVERSITY OF THE PEOPLE
BUSINESS ADMINISTRATION

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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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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