Hi!

My name is Johana Gutierrez and I’m a

Customer Success/ Account Manager

with 10+ years of experience in customer facing roles and a ​genuine passion for helping clients achieve their business ​goals with tailored solutions and exceptional customer ​service.

Transitioned to the tech industry after 6+ years working in ​B2B merchandising and now I work at a growing ERP ​managing a robust pipeline and consistently meeting targets.

Fluent in both Spanish and English and with a keen interest in ​digital marketing and a data analytics.

Sales Assistant | Kellwood

100+

50% Upsell increase

Operations Coordinator | BMGM

15% Increased productivity

Merchandising Assistant | Stantex

US$1M Sales

at a new apparel division

Learn more about my experience: LinkedIn/JohaGutierrez

Case Studies

Revenue Growth + ​Customer Retention

A multinational advertisement ​company was encountering database ​performance issues that were affecting ​their operational efficiency and putting ​their Saas contract at risk of churn.

Processes Improvement

Manufacturing company is losing revenue due to lengthy PO processing which is also causing employee burnout and production issues.

Case #1

THE SITUATION

A multinational advertisement company was facing performance issues during the implementation of our software solution, affecting their operational ​efficiency and putting the account at risk of churn.

MY RESPONSABILITIES

Find grow opportunities and secure contract renewal by ensuring customer satisfaction and adoption of our software solution.

ACTIONS TAKEN:

• Established weekly check-in meetings with customer and implementation partners to review progress, discuss challenges and plan next steps.
  
• Coordinated with an internal technical support consultant to promptly address and analyze any issues or concerns raised by the customer, even ​though implementation was managed by a partner.
  
• Collaborated closely with our technical team to coordinate the optimization of database queries and updating code based on the analysis ​conducted.
  
• Implemented performance monitoring tools to track system performance and identify potential issues in real-time, providing proactive support ​and ensuring smooth operations.
  

RESULTS

• Successfully addressed the performance issues, resulting in a 30% improvement in system response time and stability.
  
• Contributed to minimizing revenue loss by resolving operational disruptions, which led to a 15% increase in monthly revenue for the ​advertisement company.
  
• Received positive feedback from the advertisement company's stakeholders, achieving a satisfaction rating of 90% post-implementation, ​supporting account retention and growth.
  

Case #2

THE SITUATION

New customer has spent approximately 8 months and more than a $20k budget on an implementation that didn’t meet their requirements or ​deadlines, causing them serious accounting problems. They requested an immediate refund for the damages caused.

RESPONSABILITIES

Facilitate the implementation and adoption of the product and secure renewal of their subscription.

ACTIONS I TOOK

• As their new CSM I set up an initial meeting with the client to understand everything I could from their initial expectations with the product and the ​current situation.
• Coordinated an internal meeting with Sales, Project Management and techs involved during the project. Two situations were found: First, the ​customer was promised to have a complete implementation without giving warning of the localization limits that would need to be done by a local ​partner and second, there were other applications like Inventory and MRR that were successfully implemented and being overseen by the customer.
• When meeting again with the customer I reassess the situation and offered clear expectations regarding about the next steps. It was important fo ​them to realized that some things were accomplished instead of focusing on what was missing. As for the last part, I contacted and recommended a ​trusted local partner who was willing to speed up the implementation in a new database and hosting.
• I advocated on behalf of my customer to be able to migrate what was done, into the new database to save them time and money.

RESULTS

• Successful and complete implementation, allowing customer to go live within a month.
• Most relevant customer requests were incorporated into the product roadmap, helping with this to offer a better product.
• Missing and WIP features were identified and now are communicated with future clients to set, timely and honest expectations.

Case #3

THE SITUATION

Fashion manufacturing company process sales orders manually and spends approximately 3 full days from order confirmation to start of production of goods, causing slow turnaround, employee burnout and high risk of losing business due to the nature of their seasonal products.

RESPONSIBILITIES

Collect orders from Sales and enter as much as possible production tickets into the system, for the Purchasing department start buying goods.

ACTIONS I TOOK

• Created a step-by-step manual for Sales Assistants so they could be trained in the utilization of the software. This allowed the creation of production tickets on the same day that the sale was confirmed and allowed the Purchasing department to have the tickets and start working with them immediately.
• Started collaborating with Purchasing department which was now receiving more and faster production orders.
• Aside from buying goods I worked identifying risks like possible shipping delays, lack of inventory, among other variables that could be mitigated and/or escalated when appropriate, resulting in a more cost-effective and timely production.
  

RESULTS

• Increased production turnaround by 60%, giving Salespeople more accurate timelines and better opportunities to secure business.
• Decrease employee burnout by eliminating manual work and by default, avoiding human errors.

Education & Skills

B.S Data Analytics

Western Governor’s University

B.A Social Communication

Specialization in Prevention and Resolutions of Conflicts.

Universidad Santo Tomas

Bogota, Colombia

WHAT I'M LOOKING FOR

• I ‘m seeking a position with a company that embodies a robust mission, allowing me to specialize in their ​product and drive impact from a Customer Success or Account Manager perspective.
  

• I’d love to manage a portfolio of up to 100 accounts max, to ensure I can provide specialized and dedicated ​support to each client.
  

• While I have a preference for remote work, I’m open to hybrid work with an organization that prioritizes ​flexibility and offers opportunities for professional growth.
  

• I’m also open to freelance opportunities that align with my skillset and expertise.