Beatriz Gudiño

Journey and Customer Satisfaction

• Led cross-functional teams in the design and execution of customer success initiatives, resulting in higher client satisfaction scores.
• Managed senior-level personnel working in marketing and sales capacities.
• Provided comprehensive training programs for Customer Success team members, ensuring high-quality service delivery across all touchpoints.
• Established team priorities, maintained schedules and monitored performance.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Fostered a culture of continuous learning within the Customer Success team by promoting professional development opportunities regularly.
• Reduced churn rate from 37% to 14% in 2023 by proactively identifying at-risk accounts and implementing customized solutions.
• Improved overall customer experience through consistent customer journey compliance measures.
• Developed and maintained long-term client relationships for increased retention and revenue growth with upselling and cross-selling solutions.
• Created effective customer feedback channels and messages that allowed real-time adjustments to services or products offered based on feedback received from users.
• Identified root causes of customer churn by analyzing account data, implementing strategies to address specific pain points, and recover lost business.
• Conducted monthly and quarterly reviews of account and project milestones to identify areas of opportunity.
• Leveraged CRM tools to manage all aspects of the customer journey, increasing visibility into each account status and progress toward goals.
• Identified root causes of customer satisfaction or churn by analyzing account data, implementing strategies to address specific pain points, and recover lost business.
• Design of internal processes to optimize team efficiency and deliver faster results to customers throughout the Customer Journey.
• Planned, created, tested, and implemented a Customer Journey methodology to produce high-quality systems that meet and exceed customer expectations.
• Launch of quality assurance practices for each development phase.
• Developed detailed plans based on extensive guidance and direction from industry best practices.
• Identified and communicated customer needs to supply chain quality and capability teams.
• Creativity and ingenuity demonstrated through the development of innovative solutions.
• Provided professional services and support in a dynamic work environment in cross-functional teams.
• Leveraged data and analytics to make informed decisions and drive business improvements through a business analytics methodology.
• Actively participated in industry and partner events to network with potential clients and stay informed on emerging trends in customer success management practices.

Strategic Partnership Development

• Established successful strategic partnerships by compliance level by tier with allies such as AWS, Microsoft, Google, Huawei, SAP, Odoo, RedHat, Shopify, Dropbox, Virtuozzo, Acronis, Fortinet and others.
• Collaborated closely with executive leadership to align alliance strategies with overall company objectives and priorities.
• Managed a diverse portfolio of strategic alliances, consistently meeting or exceeding revenue and partnership objectives.
• Fostered a culture of open communication among team members involved in alliance activities, leading to more efficient problem resolution.
• Advised local staff on best practices and protocols to maximize productivity.
• Demonstrated strong organizational and time management skills while managing multiple projects.
• Participated in team projects, demonstrating the ability to work collaboratively and effectively in cross-functional teams.
• Negotiated favorable contract terms to protect the company's interests while fostering strong relationships with partners.
• Assessed potential risks associated with existing and potential partnerships, taking proactive steps to mitigate any negative impact on the company's results.
• Led compliance efforts as controls owner and actively participated in audits, ensuring compliance with industry standards such as: ISO 27001 and ISO 20000.
• Analyzed and reported on KPIs to validate and demonstrate the success of marketing campaigns.
• Implemented weekly, monthly, and quarterly tracking reports to track partnership performance against established goals, allowing for timely adjustments as needed for optimal results.
• Optimized resource allocation between associations by prioritizing projects based on potential impact and return on investment projections.
• Created detailed annual roadmaps for the partnership outlining key milestones, success metrics, and ongoing responsibilities for all parties involved.
• Improved company reputation and increased revenue by developing and implementing mutually beneficial alliance strategies.
• Generated new business opportunities with partner organizations through collaborative design of business plans and marketing plan efforts through targeted sales initiatives.
• Identified opportunities to expand partner relationships into new verticals or geographic regions, driving incremental revenue growth.
• Developed comprehensive partner onboarding processes, optimizing integration efforts and ensuring seamless collaboration from day one.
• Achievement of obtaining technical validations from partners to expand the value offer and services available in the technological solution areas.
• Attracted new clients by optimizing commercial strategies and launching products to diversify the offer.
• Coordinated with design and media teams to develop high-quality creative assets.
• Executed comprehensive marketing plans that consistently achieved goals to increase revenue.
• Generated sponsorships with related and associated entities to enhance marketing objectives.
• Developed and delivered comprehensive training materials to internal stakeholders to ensure complete understanding of partnership objectives, expectations and benefits.

Strategic Planning and Campaign Execution Analysis and Reporting Budget and Project Management

• Drove long-term strategic framework for marketing.
• Generated leads with inbound content marketing strategies.
• Designed new marketing campaigns for updated products.
• Developed comprehensive marketing plans to drive increased brand awareness within the channel network.
• Developed marketing strategies and integrated campaigns for audience development.
• Tracked and reported on marketing campaign responses.
• Monitored product market and adjusted marketing plans.
• Evaluated the effectiveness of various marketing campaigns using A/B testing methodologies, informing future marketing strategies.
• Evaluated the impact of marketing promotions on front gate traffic, providing feedback to marketing teams for future campaign improvements.
• Used Hubspot as CRM and published dynamic marketing material.
• Managed annual marketing budgets, allocating resources effectively to drive ROI on marketing initiatives.
• Oversaw scheduling tasks efficiently, ensuring optimal staff coverage during peak times without sacrificing quality of service delivery or exceeding budget constraints.
• Utilized knowledge of online strategies such as search engine marketing, product listings, and affiliate marketing to maximize campaign results.
• Implemented project management techniques to overcome obstacles and increase team productivity.
• Collaborated closely with the sales team to align content strategy with overall marketing goals and objectives.
• Facilitated cross-functional collaborations between marketing department and sales teams to ensure seamless execution of marketing initiatives.

• Creation and development of advertising content for marketing strategies.
• Management and statistical analysis of social networks such as Facebook, Instagram y Twitter Ads.
• Campaigns creation and monitoring in Google Adwords and Websites analysis in Google Analytics.
• Identified key entry points to enhance market penetration and maximize returns.
• Set clear sales goals to identify activities and behaviors to advance sales process and close deals.
• Consulted with businesses to supply accurate product and service information.
• Facilitated client satisfaction and renewed customer relations to drive growth.
• Maintained high client retention rate by providing exceptional customer service and anticipating client needs.