Ellie Guttilla
Pittsburgh, United States
Senior VP Operations | Customer Success, People Operations, Strategic Planning | Senior VP Operations | Customer Success, People Operations, Strategic Planning
Summary
With over 15 years of experience in leading and managing diverse teams across multiple disciplines, I have developed a strong expertise in customer success, operational excellence, and revenue generation. As the SVP Operations at Idelic, I founded and grew the Customer Success Organization, retaining over 95% of the annual recurring revenue and improving customer satisfaction scores to record highs. I also have a passion for process optimization and project management which I have demonstrated in my previous roles as VP of Global Operations at Trax Group and VP of Operations at Forever, Inc. In these roles, I implemented effective systems and tools to streamline workflows, increase efficiency, and enhance quality. My leadership style is based on empathy, accountability, and measurables, which empowers self-sustaining teams of talented and diverse individuals. I thrive on collaborating with senior executives to align the company's vision, strategy, and goals with the customer's needs and expectations. I am always looking for new opportunities to contribute to the success of future endeavors with my skills and experience.
Head of Customer Success Operations, talech Point of Sale
U.S. Bank
1 Apr 2023 - Present
3yrs 4mos
Pittsburgh, Pennsylvania, United States
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.
Senior Vice President Operations
Idelic
1 Jun 2019 - 30 Apr 2023
3yrs 10mos
Pittsburgh, PA
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.
Vice President of Global Operations
Trax Group
1 Mar 2016 - 30 Jun 2019
3yrs 3mos
Greater Memphis Area
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.
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