Ellie Guttilla Email & Phone Number

Pittsburgh, Pa, Us

Minneapolis, Mn, Us

Responsible for driving optimal operations and collaboration across Customer Management pillars like Onboarding, Customer Success, Support and Education. Leading a team of "fixers" focused on improving delivery across all functions, including Customer Delivery, Product Management, Engineering and Sales. Key duties include driving governance, business reporting & analytics, strategic planning and issue resolution.

Pittsburgh, Pa, Us

Founded the Operations team by building out disciplines for People Operations, Customer Success, Deployment Project Management, Integration Management, Customer and Technical Support. Managed a team of customer and employee centric managers and individual contributors towards meeting our strategic objectives while being maniacally focused on executing in the moment. Achieved 95% revenue retention, 75% referenceability, and improved NPS by 30% year-on-year over four years.Key duties included strategic planning, executive customer relationship building, establishing operating norms and implementing solutions for improved productivity.

Irving, Texas, Us

Responsible for the Global Customer Service Operation and successfully service delivery for freight bill audit services across over 300 customers. Restructured the customer service operation across three countries, five offices, and 120 employees removing dependency on individuals (creating scale and decreasing risk) while retaining all customers and key employees.Key duties included relationships management, service delivery (audit, financial allocation, and payment) and issue escalation management.

Pittsburgh, Pa, Us

Established Forever’s Customer Care, Professional Services, and Tradeshow & Events disciplines. As a startup organization, our team established the ways of working focusing on customer experience both pre and post sale. Delivered the first annual customer conference, ForeverLIVE and ran the cross-functional team for the largest trade show event, RootsTech, including a 20X30 exhibit area with overhead signage, live kiosks for demos and over 100,000 impressions through various media channels.

Dublin 2, Ie

Responsible for the oversight of over a dozen North American category management & sourcing customer programs including relationship management, change management, service delivery, and commercial activities. Programs ranged in size from $2 to $33 million of service contracts. Served as most requested Delivery Lead on cross-functional sales teams helping to attain over $50 million of services contracts in two years.

Dublin 2, Ie

Executed strategic programs for an emerging Procurement Business Process Outsourcing service which included both Enterprise (Ariba) Software Implementation and Source-to-Pay Services. Programs included process & technical design; change management and training services.

Dublin 2, Ie

Established a European service delivery center with thirty language capable team members responsible for executing sourcing projects for European customers from Pittsburgh and led the team to drive operational best practices and improve measured customer service by over 25%.

Dublin 2, Ie

Supervised a team of fifteen project managers, engineers, and supplier specialists through the delivery of over one hundred projects worth over $1 B dollars in metals and electronics spend. Selected by management to act as a process ambassador to the newly formed European Headquarters as part of a global restructuring.