Amanda Guzman Email and Phone Number

Focused on expanding partnerships with our Enterprise customers.

As a Senior Customer Success Manager, I partner with our largest Enterprise brands to build and execute a business strategy on WordPress. I work across a variety of industries (media, software, travel, CPG) and nurture longterm partnerships based on data driven results. Key responsibilities include: - Compiling monthly report of Top 25 Customers for WPE executive leadership.- Reporting and leading weekly retention forecasting meetings across Customer Success organization.- Partnering internally with Sales/Agency teams to accurately scope net-new deals, ensuring longterm success on our platform.- Overseeing successful onboarding experience and launch with customers.- Identifying new product/feature opportunities through customer feedback.- Collaborating cross-functionally to build and oversee internal employee recognition program for Global Customer Experience team (200+ employees).

As a Client Success Director (CSD), I had the unique opportunity to work with a wide variety of different sized businesses. I was the first CSD to take on a portfolio of 200+ small-medium sized businesses (SMB), and created a scalable approach to building business plans and driving retention. Through the use of Gainsight and Marketo, I automated the account management process to trigger specific call to actions based on the client's lifecycle, and ensured proper planning/execution with each account was conducted.From SMB, I moved to managing Commercial retailers including: Carter's, Hot Topic, EssilorLuxottica, Boot Barn, and Rug Doctor. I created strategic account plans, identified white space for our sales partners, managed the multi-year renewal process, and fostered relationships with key executive leadersAfter Commercial Retail, I managed the Walmart Global portfolio. Given the immense size of Walmart, and brands recently acquired (Bonobos, Moosejaw, Shoes.com), I focused on driving education and management of consumer generated content programs at Bazaarvoice. I was responsible for onboarding new business segments, and executing multiple strategic account plans tailored to each business units' needs, conducted in the form of monthly on-site program reviews, weekly standing calls, and quarterly reviews with executive leadership.

- Created and executed outbound client communication campaigns to improve client retention and satisfaction (strong focus on scalable, 1:many outreach). - Integrated Gainsight software within Salesforce to help scale the SMB (small-medium sized business) client portfolio.- Routinely updated internal employee knowledge-base, Spark.

- Supported Client Success team on client ROI deliverables and reporting and data analysis across the team.- Worked cross-functionally with Client Success, Support, and Business Operations team to improve the overall efficiency and processes that the team uses.

- Developed, coordinated and implemented cause-related marketing campaigns, sponsored events and food/fund drives within the community to support the Food Bank. - Oversaw strategic revenue plans to support a $1M+ fundraising revenue budget. - Worked cross functionally with staff and community partners to oversee all logistical needs for multiple annual events, including the Austin Reggae Festival and Texas Hot Sauce Festival.

- Provided pre and post sales support to small/medium advertisers for all online sales ads/products.- Identified trends to increase advertiser satisfaction with the support process. - Moderated client advertisements to ensure compliance with Facebook's advertising guidelines.