Carlos Gutierrez Email & Phone Number

Sunnyvale, Ca, Us

• Devised the ERG’s strategy and vision, shifting the focus to the member experience• Identified ways that the leadership team can support our office leads to execute the global strategy• Provided guidance and coaching through thoughtful questioning that helps program managers make progress against initiatives • Analyzed metrics and reviewed member feedback that can be used to pivot our approachAdapted working style to suit the broad range of personalities with whom they partner: executive sponsors, regional leaders, members, and external partners

Sunnyvale, Ca, Us

Support the transformation of the 200+ member global customer success organization across its CS 2.0 workstream. Ensure that key initiatives are prioritized, validate release quality for systems changes, ensure that customer-facing roles and leadership have access to reliable metrics, and assist workstream leads with understanding the success of various initiatives.

Sunnyvale, Ca, Us

Work across 18 global leaders to design, propose, align, and administer processes that support yearly planning, documentation, discussion, gaining alignment, decision-making, tracking events, setting objectives, and tracking performance.Establish the function of the chief of staff for the global out@in employee resource group (ERG), whose 1000+ members identify as part of the LGBTQ+ community or as allies.

Sunnyvale, Ca, Us

Leverage existing technology in new ways; explore alternative or additional tools & features; and evaluate customer engagement, churn, and health data to:* Identify areas for improvement within the Customer Success Manager workflow* Scale operations while retaining CS rep effectiveness and customer satisfaction* Capitalize on the highest-value interactions that lead to renewal and referrals* Develop the skillsets and contributions of the Operations team members

San Francisco, California, Us

Consulted with cross functional teams to streamline operations and oversee regional progress of a multi-million-dollar user experience improvement project.* Executed corporate strategy in-market using HQ and local resources to collect 240TB of imagery that enhances the in-app user experience. Launched deployments in 4 mid-size cities in 2 countries during first five months.* Motivated a culturally diverse workforce of 30+ vendors. Trained new hires on the objectives, processes, and technology required for their role & guide dotted-line reports to enhance their technical knowledge & soft skills. * Created, referenced, and refined technical processes to ensure consistency. Owned final review & approval, manage service delivery, and assess success metrics.

San Francisco, Ca, Us

Defined and implemented the company's user engagement strategy to encourage broad adoption and utilization of data visualization & analytics tools. * Produced a 20% increase in daily active users by designing, developing, and launching a product portal that moved prospects through the sales funnel and supported existing customers. * Maximized yearly support margins for new accounts by 17% and gained efficiencies by developing a new client segmentation methodology, internal workflow, and escalation processes. * Boosted user activity by 253% and received 100% user satisfaction ratings by establishing user onboarding processes and skills development via checklists, demos, and webinars. * Aligned sales, services, product, engineering, and marketing departments on our customer approach by presenting usage stats, usability studies, survey results, and interview feedback from 2,500 users.

Redmond, Washington, Us

Developed program strategy, marketing plans, product positioning, messaging, and collateral used by global field teams to locally market a suite of technology products. * Initiated a customer relationship management program across 155 countries and 12 languages; Outlined the scope, objectives, tracking methodologies, benchmarks, messaging, and campaign optimization. * Deprecated a $42M revenue business; Conducted quantitative customer research & focus groups to provide guidance, product positioning, and creative assets to 21 international markets. * Drove demand generation and community engagement for products within a $5B revenue stream through HTML emails, banner ads, live events, blogs, and social media channels.

Redmond, Washington, Us

Ensured alignment of business objectives and oversaw communications, operations, budgeting, business planning, and execution across a 150-person organization spanning 10 offices and 4 continents. * Allocated $64M annual budget, created key performance indicators against which organizational success was measured, and held teams accountable for meeting key deliverables. * Augmented newsletter distribution by 182% and clickthrough rates by 96% by redefining the audience, timing, format, and messaging for business communications. * Developed a comprehensive new hire & vendor-training program covering organizational structure, internal processes, industry terminology & trends, product capabilities, and competitive landscape.

Redmond, Washington, Us

Made hiring decisions, defined role, provided regular coaching, standardized expectations across geographies, segmented customers, and developed key performance indicators.* Coached team of 6 Account Managers servicing our largest and most complex clients, outlining roles & responsibilities, career development paths, and client communication strategies. * Transformed the service model for 80 top-tier accounts using client feedback, services best practices, and team utilization statistics - in partnership with global sales, services, product, and support teams. * Upgraded customer satisfaction ratings by 22% and retained 100% of client-base by introducing new service offerings – including account plans, needs assessments, and account activity reviews. * Slashed cost to serve by 65% through partnerships with offshore vendors; Negotiated service level agreements, and managed the relationship.

Menlo Park, Ca, Us

Provided training, support, and troubleshooting for media buyers, planners, analysts, account teams, and traffickers from Fortune 500 advertisers, vendors, publishers, and partners.* Established, managed, and developed relationships with agencies & advertisers billing $9M in annual revenue – including Universal McCann, OMD-LA, Apple, PlayStation, Nissan-Infiniti, and Countrywide. * Gained an understanding of client objectives, presented options, strategically analyzed goals, and proposed optimal setup for global campaigns exceeding $175M in media spend. * Guided clients through the implementation of new tools and wrote 67 knowledge base articles on data integrity, campaign setup, redirect implementation, reach & frequency, creative optimization, tagging strategy, reporting analysis, conversion attribution, and discrepancies. * Identified new business opportunities generating $40K in incremental revenue.

Lake Oswego, Or, Us

Responsible for visual design & branding of department-wide demand generation materials: * Selected third party vendors and managed agency relationships through clear input briefs, project timelines, cost analysis, and quality reviews.• Managed work-flow between business units when creating flyers, videos, HTML emails, banner ads, and other promotional materials on behalf of 55 field marketers.• Led bi-monthly sales training sessions; provided marketing kits with positioning, creative assets, and messaging guidance to increase sales & revenue by customer segment while exceeding 60% utilization.* Defined standards for Annual Reports to Fortune 1000 and government agency clients while reducing production costs by 67%.• Analyzed resources & budget restraints to reduce client interaction delays by 40%, generated weekly status reports to share progress with executives.

Ithaca, Ny, Us

Created targeted copy and conducted secondary research for 50 campaigns and 300 advertisements across multiple industries.

Olean, Ny, Us

Undertook lead generation, sales, negotiations, and product demonstrations as an independent contractor.

Master Of Science, International Marketing

Bachelor Of Science, Television / Radio - Advertising & Pr

Education record