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Senior Developer
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JavaScript
golang
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Full-time / Remote Only
10-15 years
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Avatar of Linda.
Social Media Virtual Assistant @SGB VA
2023 ~ Present
Customer Success / Marketing Specialist / Account Executive / Operation / Community
Within three months
through summarizing transactions, and providing insights. Address customer complaints proactively, promoting products for positive experiences and loyalty. ADMINISTRATION • Dmshop 156 AugustJuly 2016 Detail-oriented reporting for comprehensive sales insights and informed decision-making. Contribute to efficient administration through timely data input and integration. Adept at resolving customer complaints via phone, email, and social media for a positive experience. Serve customer needs by providing information on 20+ products, fostering strong relationships Education Sahid Jakarta University Bachelor's in Marketing Management GPA 3.56 /Skills Time Management Communications Fast Learner Team Player Resolve Customer
Time Management
Communications
Fast Learner
Open to opportunities
Full-time / Interested in working remotely
4-6 years
Sahid University
Marketing Management
Avatar of Zoey Ripple.
Avatar of Zoey Ripple.
Account Manager @Aerotek
2015 ~ Present
More than one year
Zoey Ripple Current Position • City, Country • [email protected] Zoey Ripple is a Denver Metro real estate agent who has an honest, customer-focused approach to real estate. She specializes in helping investors build their portfolios and has extensive connections to contractors throughout the Metro area. She works exceptionally hard for everyone that chooses her as their agent.
Employed
Not open to opportunities
Not interested in working remotely
4-6 years
Avatar of Tania Martinez.
Avatar of Tania Martinez.
Dispatcher @Chicago locksmiths
2021 ~ Present
Dispatcher
More than one year
Tania Martinez Chicago, IL, USA Email : [email protected] Contact Number:Expert customer service representative dedicated to providing the highest quality experience. About Me: I am a highly results-oriented individual with over 8 years of experience in client services. I thrive in team settings and work efficiently to solve client’s problems while remaining cool under pressure. The qualities I will bring to your team include: * Customer Service: I have a track record of solving all types of customer issues I am faced with in an effective and professional manner. * Professional Attitude: As
Product Knowledge
Customer Focus
Leadership
Full-time / Interested in working remotely
6-10 years
EVEREST COLLEGE
Medical Assistant
Avatar of Chelsea Essig.
More than one year
CHelsea Mealey Kirkland, Washington [email protected] SUMMARY OF QUALIFICATIONS Eager to move into a career involving renewable & clean energies Passion and aptitude for solving problems creatively and efficiently Excellent reasoning, quantitative and analytical skills Demonstrated exceptional communication skills--both written & verbal Hard working, customer-focused and ready to make a valuable impact Education Bachelor of Science in Atmospheric Sciences: Meteorology (SeptemberJuneUniversity of Washington , Seattle, WA Experience Application Support Specialist, October 2016-present Helium Development , Gig Harbor, Washington Responsible for managing application support for Helium-developed Shopify web applications Experience answering emails, phone calls, live chat messages, and
Full-time / Not interested in working remotely
4-6 years
University of Washington
Atmospheric Science
Avatar of Lia Evans.
Avatar of Lia Evans.
Hostess @ROCCO'S TAVERN
2017 ~ 2017
Customer Service Representative
More than one year
Lia Evans Customer Service Representative Los Angeles County, CA, USA Interpersonal, customer-focused professional with extensive experience with customer service and resolving complex issues while providing outstanding service. Intuitive with strength to identify opportunities and improve processes in support of highest levels of customer satisfaction to build loyalty. Effective communicator capable of understanding and addressing client requests. Qualified leader with skill training and guiding team members. Work Experience Cashier • URTH CAFFE Melrose JanuaryPresent Cashier URTH CAFFE Melrose , West Hollywood , CApresent. Caregiver • COMFORCARE HOME CARE JanuaryDecember 2019 Provided personal as well as household care to seniors
word
powerpoint
outlook
Employed
Full-time / Interested in working remotely
4-6 years
Burbank Adult School
Diploma
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Avatar of Robert Logemann.
Executive Chairman @Professional Plumbing Group, Inc
2020 ~ Present
More than one year
Robert Logemann CEO with a successful track record of rigorous balance sheet management, growing profits and revenues in Asia, Europe, Latin America, and North America through the development and execution of market and customer-focused initiatives while building highly motivated teams  CEO United States [email protected] Leadership Performance & Execution Adept at assessing current situations, developing improvement plans and driving workforce accountability in the process of building World Class teams. Successful at turning around businesses with sub-par performance in time frames that are measured in terms of months, not years. Experienced in defining the core
Balance Sheet Management
Profitability Enhancement
Leadership + Management
Not open to opportunities
Not interested in working remotely
More than 15 years
University of Connecticut
Business
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
a new Global Critical Accounts and Escalations program. This “Account Save” program minimizes churn, identifies opportunities for growth, created internal executive-level awareness, and highlighted areas of product and process improvement. Executive Customer Success Manager • Citrix JulyDecember 2021 I worked with a our largest and most strategic cloud-focused customers, to ensure successful adoption and value realization from subscribed products. My portfolio included 3 of the company's Top 5 largest clients, with total ARR of $28M and a license base of 250,000. Industries represented include telecom, healthcare, and insurance. Customer Success Director • Salesforce
CRM software
Salesforce
Tableau
Unemployed
Full-time / Interested in working remotely
More than 15 years
MIT Sloan Executive Education
Mastering Design Thinking
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Avatar of the user.
A & K Energy Conservation @A & K Energy
1967 ~ Present
Founder & CEO
More than one year
Word
PowerPoint
Excel
Employed
Full-time / Interested in working remotely
10-15 years
Oxford University
Avatar of the user.
Avatar of the user.
Manager/Computer Technician @Queen City Electronics
2010 ~ 2016
Customer Service Rep
More than one year
Managing
Reliable
Microsoft Windows Operating Systems
Employed
Full-time / Interested in working remotely
10-15 years
EAST MECKLENBURG HIGH
DIPLOMA

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

I have a passion for solving the hardest problems, protecting revenue, and identifying opportunities.

As a Customer Success Professional, I manage enterprise-level customer portfolios. I foster customer satisfaction, engagement, and loyalty by helping customers derive maximum value and ensuring their ongoing success.

As an Escalation Management thought leader, I identify the biggest challenges facing customer success organizations. I build innovative proactive and reactive programs that reduce churn, grow revenue, create internal executive-level awareness, and create CS knowledge.

And through it all, I engage with empathy, humility and emotional intelligence.

  Newbury, MA, USA   

Work Experience

Customer Success: Strategic Accounts and Escalations  •  Zendesk

January 2022 - Present

As part of the CX Strategy and Insights leadership team, I was responsible for developing, launching and leading a new Global Critical Accounts and Escalations program. This “Account Save” program minimizes churn, identifies opportunities for growth, created internal executive-level awareness, and highlighted areas of product and process improvement.

Executive Customer Success Manager  •  Citrix

July 2020 - December 2021

I worked with a our largest and most strategic cloud-focused customers, to ensure successful adoption and value realization from subscribed products.

My portfolio included 3 of the company's Top 5 largest clients, with total ARR of $28M and a license base of 250,000. Industries represented include telecom, healthcare, and insurance.

Customer Success Director  •  Salesforce

June 2018 - July 2020

Manage a portfolio of Enterprise and Scale sized customers across Salesforce Sales, Service, B2B and B2C Marketing and e-Commerce clouds, with the goal of increasing adoption, mitigating attrition and ensuring a successful journey with Salesforce.

Director, Critical Escalation Management  •  Salesforce

September 2015 - June 2018

As part of the Global Customer Success organization, I build and lead customer success models to directly engage on the most critical and impactful customer situations in the Sales, Service, B2B and B2C Marketing and e-Commerce spaces. Working with the customer’s and Salesforce's executive level, we quarterback internal teams to provide prompt and effective communication and issue resolution, ultimately returning our customers to the standard support and engagement models.

The secondary goal of this program is to use these unique engagements is to identify areas of product and process improvement for our High Touch and Scale customer engagement models and work with appropriate internal teams to bring about impactful change.

I'm always happy to discuss the unique challenges of this program and collaborate & learn from other Customer Success leaders!

Critical Accounts Director  •  Marketo, an Adobe Company

May 2014 - August 2015

Building and leading a global Critical Accounts Program to meet the growing needs of Enterprise SaaS customers.

Critical Accounts and Escalations Director  •  SuccessFactors

April 2013 - May 2014

Building a world-class Critical Accounts and Situation Management engagement model to address the growing demands of the cloud-based subscription customer base.

Principal Customer Success Technologist  •  Salesforce

September 2011 - April 2013

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

Providing the highest level of customer escalation management for Oracle Global Support Services.

Senior Support Account Manager  •  Oracle

June 2004 - August 2006

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

Ensuring a seamless and productive relationship between a technology company and its clients. Responsible for providing technical expertise, support, and strategic guidance to clients, assisting with the implementation, maintenance, and optimization of the company's products or services

Education

1986 - 1990

University of New Hampshire

BA in History

2019 - 2020

MIT Sloan Executive Education

Mastering Design Thinking (certificate)

Skills


  • CRM, Salesforce, Gainsight, Tableau, Zendesk, MS Office, Google Suite, RDB, MarTech

Languages


English - Professional

Resume
Profile

Todd Jacobsen

I have a passion for solving the hardest problems, protecting revenue, and identifying opportunities.

As a Customer Success Professional, I manage enterprise-level customer portfolios. I foster customer satisfaction, engagement, and loyalty by helping customers derive maximum value and ensuring their ongoing success.

As an Escalation Management thought leader, I identify the biggest challenges facing customer success organizations. I build innovative proactive and reactive programs that reduce churn, grow revenue, create internal executive-level awareness, and create CS knowledge.

And through it all, I engage with empathy, humility and emotional intelligence.

  Newbury, MA, USA   

Work Experience

Customer Success: Strategic Accounts and Escalations  •  Zendesk

January 2022 - Present

As part of the CX Strategy and Insights leadership team, I was responsible for developing, launching and leading a new Global Critical Accounts and Escalations program. This “Account Save” program minimizes churn, identifies opportunities for growth, created internal executive-level awareness, and highlighted areas of product and process improvement.

Executive Customer Success Manager  •  Citrix

July 2020 - December 2021

I worked with a our largest and most strategic cloud-focused customers, to ensure successful adoption and value realization from subscribed products.

My portfolio included 3 of the company's Top 5 largest clients, with total ARR of $28M and a license base of 250,000. Industries represented include telecom, healthcare, and insurance.

Customer Success Director  •  Salesforce

June 2018 - July 2020

Manage a portfolio of Enterprise and Scale sized customers across Salesforce Sales, Service, B2B and B2C Marketing and e-Commerce clouds, with the goal of increasing adoption, mitigating attrition and ensuring a successful journey with Salesforce.

Director, Critical Escalation Management  •  Salesforce

September 2015 - June 2018

As part of the Global Customer Success organization, I build and lead customer success models to directly engage on the most critical and impactful customer situations in the Sales, Service, B2B and B2C Marketing and e-Commerce spaces. Working with the customer’s and Salesforce's executive level, we quarterback internal teams to provide prompt and effective communication and issue resolution, ultimately returning our customers to the standard support and engagement models.

The secondary goal of this program is to use these unique engagements is to identify areas of product and process improvement for our High Touch and Scale customer engagement models and work with appropriate internal teams to bring about impactful change.

I'm always happy to discuss the unique challenges of this program and collaborate & learn from other Customer Success leaders!

Critical Accounts Director  •  Marketo, an Adobe Company

May 2014 - August 2015

Building and leading a global Critical Accounts Program to meet the growing needs of Enterprise SaaS customers.

Critical Accounts and Escalations Director  •  SuccessFactors

April 2013 - May 2014

Building a world-class Critical Accounts and Situation Management engagement model to address the growing demands of the cloud-based subscription customer base.

Principal Customer Success Technologist  •  Salesforce

September 2011 - April 2013

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

Providing the highest level of customer escalation management for Oracle Global Support Services.

Senior Support Account Manager  •  Oracle

June 2004 - August 2006

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

Ensuring a seamless and productive relationship between a technology company and its clients. Responsible for providing technical expertise, support, and strategic guidance to clients, assisting with the implementation, maintenance, and optimization of the company's products or services

Education

1986 - 1990

University of New Hampshire

BA in History

2019 - 2020

MIT Sloan Executive Education

Mastering Design Thinking (certificate)

Skills


  • CRM, Salesforce, Gainsight, Tableau, Zendesk, MS Office, Google Suite, RDB, MarTech

Languages


English - Professional