CakeResume Talent Search

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4-6 years
6-10 years
10-15 years
More than 15 years
Avatar of Hung, Jun Ming(Jimmy).
Avatar of Hung, Jun Ming(Jimmy).
Sale Representative @City Storage System, Hubster
2021 ~ 2022
Sale Representative
Within one year
cross-departmental communication, coordination, and integration, -Administrative affairs processing, telephone answering and personnel reception matters, document or data input and filing processing Account Manager • Union Standard International Group Pty Ltd AprilMarch 2020 USG FX is a leading brokerage services provider. We provide an international, premium service to retail and commercial clients. It is located in Australia and is regulated by the ASIC. My responsibilities are: -Develop and maintain strategic long-term trusting relationships with high-volume clients to accomplish organic growth and long-term company objectives -Research key customer wants and needs Outbound Sa...
English Writing
Social Services
Marketing Strategy
Full-time / Interested in working remotely
4-6 years
Shu-Te University
Bachelor's degree Applied Foreign Language of Department
Avatar of the user.
Avatar of the user.
Sales & Marketing Manager @聖和汽車股份有限公司 Sheng-Ho Automobiles
2018 ~ Present
Business Development / Product Manager / Product Marketing/ Strategy Manager
Within one month
Business Development
People Oriented
Motivation and Team Building
Employed
Ready to interview
Full-time / Interested in working remotely
6-10 years
Loughborough University
Marketing & Management
Avatar of William Lu.
Avatar of William Lu.
Past
Project Leader | Senior Automation Test Engineer @Zealogics Inc
2023 ~ 2024
SR. Software QA Engineer
Within one month
. Assess, analyze, and communicate risks and status to customers. Streamline processes between clients and team members. Conduct comprehensive reviews of automation flows. Drive cross-functional collaboration between management, QA, and RD teams. Identify and reduce project risks, proactively identifying enhancement opportunities. Build and nurture relationships with client-side teams. Collaborate with management to ensure full-cycle project deliverables. Senior Quality Assurance Engineer | Senior Customer Service Engineer • Trend Micro 五月一月 2023 | Taipei, Taiwan Key Achievements: Ensured software quality throughout the development lifecycle. Influenced the design of test hooks for
python
Manual Testing
Automation Testing
Unemployed
Ready to interview
Full-time / Interested in working remotely
10-15 years
Feng Chia University
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
Avatar of the user.
Avatar of the user.
國外業務 @佑錋企業股份有限公司
2015 ~ Present
國際採購、產品企劃、PM、國外業務
Within one month
Word
PowerPoint
Microsoft Office
Employed
Open to opportunities
Full-time / Interested in working remotely
6-10 years
文藻外語大學(Wenzao Ursuline University of Languages)
西班牙文
Avatar of Ashish Singh.
Avatar of Ashish Singh.
Senior Partnerships Manager @Boston Institute of Analytics
2024 ~ Present
Senior Business Development Executive
Within one month
Ashish Singh Experienced Business Development professional with a successful sales record and expertise in solution selling, lead generation, and strategic partnerships. Over 8 years of experience focusing on client satisfaction, corporate development, and revenue growth for mid to large-size organizations. Mumbai, India linkedin.com/in/[email protected] Career Objective Seeking a challenging opportunity in Sales, Solution/Concept selling, and corporate development. Committed to achieving exceptional client satisfaction and driving revenue growth through effective sales strategies, client relationship management, and new business development. Work Experience Sr
Potential
Maintain Relationships
Client Relationships
Full-time
6-10 years
K.I.C Ajoshi Inter College, Jaunpur
Higher School Certificate, Correspondence - Arts
Avatar of Sui Yang.
Avatar of Sui Yang.
Senior Software Engineer @CakeResume
2024 ~ Present
後端工程師
Within one month
milliseconds. Optimized existing CI/CD pipelines, resulting in a remarkable 5x increase in deployment efficiency. Pioneered the implementation of an ML training system in collaboration with data scientists, empowering users to fine-tune models. Prioritized the creation of a positive developer experience through rigorous code reviews, strategic pair programming sessions, and regular one-on-one reviews. Ensured team members had ample opportunities for skill growth and development. Skillfully analyzed complex and ambiguous requirements, proposing multiple solutions after a thorough evaluation of the pros and cons of each option. Acted as the primary point
Python
Django
Django REST Framework
Employed
Not open to opportunities
Full-time / Interested in working remotely
6-10 years
Warsaw University of Technology
Management
Avatar of Shinu Davood.
Avatar of Shinu Davood.
Past
Member-Care executive @SHRM
2019 ~ 2021
Sales and business development
Within six months
professionals with the overall end to end sales cycle of all shrm products. Few of the shrm products were shrm certification, shrm conference and expo , shrm public workshop etc. Provided market intelligence and feedback to regional teams on the market, industry, and competitors’ developments. Built and maintained relationships with key contacts , consulting companies and partners in order to get access to new opportunities. Prospected for potential new clients and turned them into increased avenues of business. Developed relationships with senior decision makers as potential clients. Team Leader • Noppen Group - Lnoppen SeptemberDecember 2018 Identify prospective
Negotiation
Research
Business Development
Unemployed
Full-time / Interested in working remotely
6-10 years
Al-Ameen Institute of Management Studies
Bachelor of Business administration (Human Resources)
Avatar of DAWIT HAILU.
Avatar of DAWIT HAILU.
MANAGING DIRECTOR @HATFAM TRADING P.L.C. / polished events
2020 ~ Present
Event organizer
More than one year
that encourages high performance and positive morale. Work Experience MANAGING DIRECTOR • HATFAM TRADING P.L.C. / polished events FebruaryMay 2021 Built long-term, trusting relationships with shareholders, business partners, and other stakeholders to align goals and meet business objectives. Responsibly managed company resources established strategic goals and formulated Strategic plans to meet the entire goals, resulting in increased profit margins and client satisfaction. Researched and analyzed manufacturing industry, market and competitors and made informed strategic decisions to maximize profits and reduce wastage. Monitored costs against the operating budget and made key decisions
Uniqueness
Attention To Detail
Supervision
Full-time / Interested in working remotely
More than 15 years
ASH WORTH COLLEGE
EVENT MANAGEMENT, EVENT ORGANIZING
Avatar of Francis Onell Peng.
Avatar of Francis Onell Peng.
Marketing Specialist & VIP Customer Service @MICO WORLD
2022 ~ Present
Within one month
Francis Onell Peng 彭語萱 New Taipei City, Taiwan 工作經歷 Marketing Specialist & VIP Customer Service • MICO WORLD 三月Present •Build up VIP customer-oriented membership concept and framework to provide value-added offer to customers. • Developing strategy, building framework, and completing end-to-end implementation as a project leader. • Running social media management (Instagram, Facebook). • Create social media influencer for each LIVE streamer in MICO App, based on their brand and plans. • Created and scheduled all social media posts across Instagram, TikTok and Facebook. • Developed and owned the social media
Word
PowerPoint
Excel
Employed
Ready to interview
Full-time / Remote Only
4-6 years
Chinese Culture University
Counseling Psychology

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Definition of Reputation Credits

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
Ability to convey information effectively and is willing to give and receive feedback.
Time Management
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Leadership
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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