CakeResume Talent Search

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Video Editor/Videographer @TY Bello Studios
2021 ~ Present
Video Editor
Within three months
Communication
Adobe Premiere Pro
Adobe Photoshop
Employed
Open to opportunities
Full-time / Interested in working remotely
6-10 years
Pencils Film Institute
Film and TV Production
Avatar of Mark Sierra.
Avatar of Mark Sierra.
Past
Senior Rust Developer @Eccalon
2021 ~ 2024
Rust developer
Within one month
Mark Sierra Senior Rust Engineer Rust Developer with over 4 years of experience in crafting efficient, reusable code in Rust for low-level systems and embedded platforms. Proven ability to optimize applications for speed and scalability, and proficiency in collaborative problem-solving. Recognized for remaining at the forefront of Rust advancements and integrating cutting-edge libraries to enhance products. TX, United States [email protected] Experience Senior Rust Developer • Eccalon • Designed and implemented an efficient, reusable, and reliable Rust codebase, resulting in a 30% reduction in application crashes. • Led a
Rust
Solana
JavaScript
Unemployed
Open to opportunities
Full-time / Remote Only
6-10 years
Colorado Technical University
Computer Science
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Avatar of the user.
Senior Technical Lead @Cisco
2021 ~ 2024
Full-stack developer, Mobile developer
Within one month
Full-Stack
JavaScript
MongoDB
Employed
Full-time / Interested in working remotely
10-15 years
University of California San Diego
Electrical Engineering
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Avatar of the user.
Chief Operating Officer @Moona Design
2023 ~ Present
Business Development, Product Manager, Project Management, Business Operations, Process Design
Within two months
Leadership Skills
Highly Motivated
Organizational Improvement
Full-time / Interested in working remotely
4-6 years
DAVIDSON COLLEGE
Mathmatics
Avatar of Alexander Sosnov.
Avatar of Alexander Sosnov.
IOS DEVELOPER @THE SAN JOAQUIN COUNTY OFFICE OF EDUCATION
2018 ~ 2023
IOS DEVELOPER
Within two months
Alexander Sosnov Experienced and dedicated Swift developer with a strong foundation in iOS app development. Proficient in Swift, UIKit, and SwiftUI, with expertise in API integration, debugging, and performance optimization. Collaborative team player with a passion for delivering high-quality user experiences. San Francisco, CA, USA https://github.com/a11egr01/swift - App Portfolio [email protected] Experience iOS Developer • CrateQ MarchFebruary 2024 Website : https://crateq.com/ Orchestrated the overhaul and development of the App's Home page, Queue page, Genres, and Login pages, skillfully integrating Swift
Troubleshooting
Collaboration
Communication
Full-time / Interested in working remotely
6-10 years
BuildSchool (now rebranded as Formation) iOS Bootcamp
iOS development
Avatar of Christian Stevens.
Avatar of Christian Stevens.
Frontend Developer @RUGS USA
2021 ~ Present
Full Stack Developer
Within six months
Christian Stevens - Front-End Developer Results-driven IT professional with a decade-long career, specializing in Front-End Development for the past 3 years. Proven expertise in crafting seamless and user-centric web interfaces using JavaScript and front-end frameworks. Adept at translating complex business requirements into intuitive and visually appealing applications. Demonstrated ability to integrate front-end solutions with back-end systems, leveraging a comprehensive understanding of the broader IT landscape. Committed to delivering high-quality software and contributing to collaborative teams. Eager to apply a wealth of IT experience to drive innovation and
Assisted
Implementation
Managing
Full-time / Interested in working remotely
6-10 years
State University of New York at Fredonia
B.S. in Computer Information Systems with Concentration in Systems Management
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
. Executive Customer Success Manager • Citrix JulyDecember 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 AugustJuly 2020 | Boston, MA Built and led company-wide programs for critical situation management
CRM software
Salesforce
Tableau
Unemployed
Full-time / Interested in working remotely
More than 15 years
MIT Sloan Executive Education
Mastering Design Thinking
Avatar of Jared Gonthier.
Avatar of Jared Gonthier.
Visual Artist @Gonthier's atelier
2010 ~ Present
Abstract painter
Within six months
meticulously crafted to encapsulate the true essence of his subjects. Consequently, his artworks become mirrors reflecting the emotions and narratives that lie within the human soul. Beyond his studio, Gonthier is a dedicated community builder. His passion for art transcends the canvas, manifesting through exhibitions, workshops, and collaborative projects. He firmly believes that art is a universal language, transcending boundaries and fostering dialogues that bridge cultures, generations, and perspectives. In a world where art can serve as both a form of expression and a mirror reflecting the beauty around us, Jared Gonthier's creations stand
Painting
Employed
Part-time / Interested in working remotely
More than 15 years
Yale University's School of Art
Visual arts
Avatar of Lydia Griffiths.
Avatar of Lydia Griffiths.
Photographer @Irvin Simon Photographers
2023 ~ Present
Video Editor and Content Creation
Within one month
that each child feels comfortable and at ease. I am proficient in capturing memorable moments for students from pre-kindergarten to seniors and staff, treating each child with attention and care. Punctual and reliable, consistently meeting deadlines and ensuring smooth, organized picture-day operations. Adept at working collaboratively with diverse teams, quickly establishing rapport with new students and colleagues. Staff Content Writer • Tawk of New Yawk FebruaryPresent | NYC, NY Pitch, research, and write attention-grabbing articles and interviews that adhere to deadlines, maintain brand voice, and have a proven track record of increasing readership by 5
Word
Final Cut Pro
Time Management
Employed
Full-time / Interested in working remotely
10-15 years
Pacifica Graduate Institue
Mythology
Avatar of 黃偉傑.
Avatar of 黃偉傑.
Back-End Engineer(php web developer) @潔客幫
2019 ~ 2021
Front-End / Back-End / Full Stack Web Developer
Within one month
Kyle Huang Full Stack Engineer at Boxful Backend Development | Strong Problem-Solver | Continuous Learner | Collaborative Team Player PHP | Laravel | Vue.js | Golang  Taipei, Taiwan Experience Boxful Storage Technology, Full-Stack Engineer, Nov 2021 ~ BOXFUL, a Hong Kong-based tech company, Expanded its E-commerce logistics and space solutions to multiple countries, processing millions of e-commerce orders. Developed and maintained e-commerce logistics systems, managing frontend and backend operations, to provide a seamless experience for customers. Enhanced efficiency and accuracy of order processing by maintaining and improving production line shipping tools. Leveraged Vue.js to
PHP
MySQL
JavaScript
Employed
Full-time / Interested in working remotely
4-6 years
National Yunlin University of Science and Technology
Computer Science and Information Engineering

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