CakeResume Talent Search

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4-6 years
6-10 years
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More than 15 years
Avatar of 張新毅 (Lucas Chang).
Avatar of 張新毅 (Lucas Chang).
產品總監 @禾亞數位科技股份有限公司
2022 ~ Present
Product manager, Senior Product Manager, Product Director
Within one month
My Website: https://hylucaschang.wixsite.com/profile Skill Product Planning Strategy and roadmap Business model analysis User research Data insight analysis Product prototyping Product Development Backlog prioritization Metrics definition and tracking Minimum Viable Product PRD and business flow design Research on technical documentation Project Management Team leadership Organizational workflow Agile methodology Cross-Functional collaboration Schedule, Cost, and Risk management Work Experience Group Product Manager HOYA BIT Ltd. | JulPresent Responsibilities Organize and drive product strategy, roadmaps, and milestones to achieve long-term goals. Iterate on web, Android, and iOS multi-platform products through research
Team Leadership
Product Management
Product Planning
Employed
Ready to interview
Full-time / Interested in working remotely
10-15 years
國立台灣科技大學 National Taiwan University of Science and Technology
電機工程系
Avatar of Ilham Kurniawan.
Avatar of Ilham Kurniawan.
Past
Head Product Operation Manager - GAMES, Southeast Asia @OPPO Indonesia
2021 ~ Present
Project Manager, Product Operations, Product Support, Program Manager
Within one month
addressed issues and implemented updates based on user feedback. Content Growth Strategist (BABE - Bytedance): Subsequently, I dedicated two years to driving the Content Growth project at BABE - Bytedance. Here, I focused on expanding the platform's content inventory, including articles and videos. Collaborating closely with the IT team as product owner, I ensured the legality of crawled content and devised strategies to enhance content sourcing and quality. My analytical acumen was vital in tracking content growth progress and optimizing content management systems. Theme Store and Gaming Enthusiast (OPPO): My tenure at OPPO encompassed diverse roles
Microsoft Office
Figma + Canva
Trello
Unemployed
Ready to interview
Full-time / Interested in working remotely
6-10 years
BINUS University
Computer Science
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
threats, informing strategic decisions and resource allocation. Implemented innovative market segmentation strategies that led to a 5% increase in customer acquisition . Demonstrated exemplary stakeholder management skills, fostering strong relationships and alignment toward common objectives. Led negotiations resulting in a 200% increase in partnership revenue . Provided visionary team leadership and mentorship, empowering team members to excel in their roles and contribute to overall success. Implemented leadership development programs resulting in a 50% increase in employee satisfaction and retention. Product Manager • ASUSTeK Computer Indonesia JulJun 2022 | Jakarta, Indonesia Key responsibilities & Achievements - #PLM #GTM #
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
Design Lead @1TM
2020 ~ Present
Product Designer (UI/UX)
Within one month
Communication
UX/UI Design
Visual Design
Unemployed
Ready to interview
Full-time / Interested in working remotely
6-10 years
Shih Chien University
媒體傳達設計學系
Avatar of the user.
Avatar of the user.
Deputy Project Manager @Jadard Technology Inc. (The subsidiary of Fitipower Integrated Technology Inc.)
2020 ~ Present
PM/產品經理/專案管理
Within one month
cost analysis
excel
PowerPoint
Employed
Ready to interview
Full-time / Interested in working remotely
6-10 years
NTNU
Optical electrical technology
Avatar of tahir zubair.
Avatar of tahir zubair.
Past
Network Support Executive @Pakistan Telecommunication Company Limited
2018 ~ 2019
Within two months
tahir zubair Berlin, Germany | [email protected] As a seasoned Cisco Certified Network Associate (CCNA) and System Engineer, I bring over 7 years of hands-on experience in spearheading diverse IT projects, ranging from call center setups to intricate network infrastructure designs. My expertise spans across various domains including IT support, network engineering, system administration, and network administration. Throughout my career, I have honed my skills in team leadership, project management, troubleshooting, software installation, and ensuring seamless network and internet connectivity. I take pride in my ability to navigate complex technical challenges with precision and
Unemployed
Ready to interview
Full-time / Not interested in working remotely
6-10 years
Cisco Academy Pakistan
Cisco-Networking
Avatar of the user.
Avatar of the user.
Staff Engineer @NextGen Healthcare India
2019 ~ Present
Senior Software Developer
Within three months
C#.NET development
PL/SQL
LINQ
Employed
Ready to interview
Full-time / Interested in working remotely
10-15 years
North Maharastra University, Jalgaon, Maharastra
Computer Science & Engineering
Avatar of Alvin Hsu.
Avatar of Alvin Hsu.
數位中心主任 @太報文化股份有限公司
2023 ~ Present
product leader,product owner,project leader
Within one month
領域與技能、也相信每一個人內心都是想把事情做得更好。 技能 Product Product Roadmapping Priritization skills Bussiness research Communication skills Data analytics Software Google analytics Google tag manager Jira and Trello SEO skills Looker studio Leadership Scrum and waterfall Cross-Functional Leadership Resource Coordination Process Improvement People Management Languages Chinese - Native English - Intermediate 工作經歷 數位中心主任 太報文化股份有限公司 六月PresentTaipei, Taiwan - 負責太報數位運營
Google Analytics
Product Development
Project Management
Employed
Ready to interview
Full-time / Interested in working remotely
10-15 years
龍華科技大學
國際企業系
Avatar of Leo Wang.
Avatar of Leo Wang.
Past
Director of Business Development @Groundhog Technologies Inc.
2024 ~ Present
business development director商業發展總監/企劃總監/數位行銷總監/產品營運總監/商業發展
Within one month
Leo Wang Director • Yahoo Email: [email protected] PhLocation: Taipei City, Taiwan Enthusiastic for new things even challenges. An experienced digital advertising professional, with a keen focus on solving problems and helping people and teams. My expertise lies in programmatic advertising, and also most recently leading Programmatic Exchange strategy for Yahoo Ad Tech across our unified and supply side tech stack in TW where I've worked with and led teams through multiple integrations for publishers and DSPs, including complex migrations and consolidation scenarios. Specialties:- ■ Business strategy and transformation ■ Revenue Operations ■ Building
Word
PowerPoint
Excel
Unemployed
Ready to interview
Full-time / Interested in working remotely
10-15 years
中原大學 Chung Yuan Christian University
Electrical, Electronics and Communications Engineering
Avatar of Walter, Hung Yih Chen.
Avatar of Walter, Hung Yih Chen.
Past
Unemployed | Web3, Blockchain and Crypto Adventurer @Looking for Blockchain/Web3 Opportunities
2023 ~ Present
Business Development, Product Manager, Project Management, Business Operations, Process Design
Within three months
rapidly evolving sectors of blockchain and cryptocurrency, where I remain actively engaged in web3 communities and stay current on emerging trends. Outside of my professional endeavors, I am a passionate gamer, successfully leading top guilds in popular mobile games. This experience has amplified my abilities in strategic planning, team leadership, and community engagement—versatile skills that are highly transferable to dynamic, collaborative industries such as blockchain and crypto. Within the crypto space, my involvement is multifaceted. Utilizing platforms like Galxe and questN, I discover innovative blockchain projects and have earned recognition through rewards and spot airdrops
Microsoft Office
Excel
Project Management
Unemployed
Ready to interview
Full-time / Interested in working remotely
6-10 years
National Taipei University
Business Administration

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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
Ability to prioritize tasks based on importance; and have them completed within the assigned timeline.
Teamwork
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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