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On
4-6 years
6-10 years
10-15 years
More than 15 years
Past
Community Manager @Iron Fish Foundation2023 ~ Present
・
Product Manager / Project Manager / Business Development / Growth Manager
Within one month
Unemployed
・
Ready to interview
Full-time / Interested in working remotely
4-6 years
國立中興大學
・
Chinese and Language studies
Past
Senior Customer Support Representative @PT Equdero Layanan Indonesia2022 ~ 2024
・
Customer Support Lead
Within one month
Daniel Simamora Committed and achievement-driven professional with a wealth of experience in the realm of customer support and service. As a seasoned Senior Customer Support Representative, I consistently showcase a proven ability to deliver precise and timely support to both team leaders and agents, thereby ensuring the seamless achievement of organizational targets and performance objectives. My steadfast dedication to ethical procedures and professional judgment empowers me to meticulously identify and address client issues, fostering positive relationships and upholding the highest service standards. Within my capacity, I have played a pivotal role in cultivating a robust and
Unemployed
・
Ready to interview
Full-time / Interested in working remotely
4-6 years
University of Brawijaya
・
Computer SciencePast
Customer Service Manager @Asus 華碩電腦股份有限公司2022 ~ 2023
・
Software Project / Product Management
Within one month
Unemployed
・
Ready to interview
Full-time / Interested in working remotely
6-10 years
Chihlee Institute of Technology
・
International Business/Trade/Commerce
Soft Engineer @銓鍇國際股份有限公司2023 ~ Present
・
java程式開發
Within one month
自動化水平，領導知識管理系統的初期建置和客服資料自動化處理項目。 貢獻 ： 系統整合：成功串接三竹SMS API，並利用Power Automate與Zendesk API整合，自動化客戶服務流程，大幅提升資料處理速度和準確性。 自動化流程：設計並實現了客戶需求資料的自動整理流
Employed
・
Ready to interview
Full-time / Interested in working remotely
4-6 years
東南科技大學
・
資訊科技與通訊學系
Senior PM @SetNet 技術顧問公司2019 ~ Present
・
Within one month
和關鍵績效指標 (KPI)，確保充分保障 IT 計劃 和營運連續性的服務級別協定 (SLA) 遵守。 執行及成果 • 評估並實施了世界一流的 CRM Zendesk B2B（銷售模組）、數位 POS 商店、數位 體驗平台（CPX）、數位看板解決方案、WhatsApp 商業帳號 API、私人流量零售和 Tik-Tok 解決方案。 • 設計實施 O2O
Ready to interview
Full-time / Interested in working remotely
10-15 years
Gabriela Mistral University
・
International Business
Team Lead Manager of Technical Operation @Finstek - GMI2023 ~ Present
・
Operations Manager / Team Leader / Product Manager / Platform Administrator
Within two months
/QC for new functionalities, deploying services, and monitoring all kinds of system alerts related to trading platforms. Coworking with cross-functional teams such as the business, marketing, developments, and infrastructure, etc. 1. Coordinating with the global Dev and Network team to provide solutions for the stakeholder. 2. Monitoring system, website and feed quotes alerts with 24x7, Zabbix, Opsgenie, and Zendesk for case management. 3. First line response to all trading system related issues with quick actions and troubleshooting to provide workarounds. 4. Azure Cloud/Devops Operati...
Employed
・
Ready to interview
Full-time / Interested in working remotely
4-6 years
National Taipei University of Technology
・
Industrial Engineering
Chargé de projets Web
More than one year
Instagram, YouTube. Gestion de réseaux sociaux : Facebook Business Manager, Buffer, Sprout Social, Hootsuite, Commun.it. Suites de bureautique : Suite Office (Word, Excel, PowerPoint), G Suite. Infographie : Photoshop, Sketch, InVision, Slickplan, NinjaMock, Canva. Publicité : Power Editor, Facebook Insights. Connaissance de base de AdWords. Vidéo/Webdiffusion : WeVideo, Flash Media Live Encoder, Adobe Connect. Autres : Zendesk, Eventbrite, Wufoo, Evernote, Google Drive, Dropbox, Paper, SlideShare, Zapier, Adobe Acrobat XI Pro. Expérience Soutien aux communications Ordre des travailleurs sociaux et des thérapeutes conjugaux et familiaux du Québec (JanvierAujourd'hui) Agent au s...
Ready to interview
Full-time / Interested in working remotely
6-10 years
Collège LaSalle
・
Affaires électroniques (E-business)
Customer Representative Professional @SRG Asia Pacific Sdn Bhd2017 ~ 2018
・
Business Development, Quality Analyst, Customer Service
Within two months
timely completion of assigned tickets and cases within 48 hours or as per the SLA set by the Team Leader. Service Crew • GOLDEN DONUTS SDN BHD OctoberMay 2018 Customer Representative Professional • SRG Asia Pacific Sdn Bhd OctoberJanuary 2018 Handled inbound calls for Maxis, providing assistance to customers on inquiries, ensuring First Call Resolution (FCR), documenting customers' complaints, promoting products, and following up on pending cases that has been escalated to backend team. Skills Word Canva Google Drive PowerPoint zendesk Atlassian Salesforce Google Workspace Confluence JIRA Xspace Palantir Microsoft Office Excel ios Android Languages Malay — Nativ...
Employed
・
Open to opportunities
Full-time / Interested in working remotely
4-6 years
Lincoln University College, Kelana Jaya, Selangor, Malaysia
・
Pastry Production Level 2Employed
・
Open to opportunities
Full-time / Remote Only
10-15 years
東海大學
・
資訊工程與科學研究所
Service Desk Consultant Level 2 @Wolf Consulting LLC2023 ~ Present
・
Technical Support Specialist
Within two months
customer agreements. - Drove processes and improvements to ensure requests and orders are completed within advertised expectations. - Became proficient in the MaaS360 Mobile Device management system. - Managed customer inventory and device provisioning in-house. - Worked mainly with IOS and iPad devices - Maintained notation and documentation in the Zendesk ticketing system to manage individual customer needs and changes. - Respond to tickets via multiple methods of communication including email, web, and phone. - Managed features and maintained cellular lines via multiple carriers for smartphones, basic phones, tablets, modems, and other data devices. Assisted in the installation of
Employed
・
Open to opportunities
Full-time / Remote Only
More than 15 years
ITT Technical Institute
・
Computer Network SystemsThe Most Lightweight and Effective Recruiting Plan
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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
Ability to work cooperatively, communicate effectively, and anticipate each other's demands, resulting in coordinated collective action.
Leadership
Ability to coach, guide, and inspire a team to achieve a shared goal or outcome effectively.
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.
Zendesk
・
2022 ~ 2023
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
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
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
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