Salvador Gutierrez Jr
San Jose
Summary
Dynamic Senior Manager with extensive experience at NetApp Inc., leading global customer support teams to exceed CSAT goals. Expert in AI implementation and cost reduction strategies, achieving a 30% reduction in cases. A strong communicator and mentor, dedicated to fostering an inclusive workplace while driving operational excellence and cross-functional collaboration.
Overview
22
22
years of professional experience
Work History
Senior Manager-Customer Support & Install Base Operations
NetApp Inc.
12.2016 - Current
- Lead a 24x7 team of 220 + Customer Service and Service Contract Representatives, including in-house (SLED Secure) and outsourced team (BPO).
- Global team exceed established CSAT goals/KPI’s measured via our NPS and customer listening programs.
- Collaborate with executive management in designing and developing a best-in-class Global Operations Organization and team. Owned and managed Annual Operating Plan (AOP) for departmental budget and prioritize investments in future growth and Innovation to Maximize business value.
- Continually identify cost reduction initiatives that aligned with Corporate Goals to Maximize business value.
- Implemented automation and self-service initiative resulting in 30% cases reduction and 35% reduction in Operating Cost.
- Implemented AI strategy to address customer issues and inquiries.
- Costs, staffing, and RFP/contract negotiations, etc.
- Partnered with cross functional team assessing AI opportunities, implementing solutions.
- Partnered with VP and C-Staff to identify areas for cost savings and business evolution.
- Partnered key stakeholders, including Sales, Finance, Engineer, Field Team, and other Support Teams to ensure customer experience met, while adhering to corporate initiatives and compliance.
- Embrace and provide a Diverse and inclusive workplace.
- Provide mentorship, coaching and continuous development mentality to team members.
Senior Manager-Service Contract Administrator
NetApp Inc.
07.2011 - 12.2016
- Provide management oversight to a Global 24x7 team of 65+ Service Contract Administration team (internal and outsourced staff) globally. Including mentorship and coaching.
- Continually drive process and systems improvement along with global consistency.
- Contact all customers directly when required due to escalations or dissatisfied with Global Teams Support.
- Assume responsibility for results, including costs, methods, KPI’s, CSAT and staffing.
- Implemented a quality metric to measure team’s success. Maintained a 98%+ Global Quality score.
- Led efforts to automate formal manual tasks.
- Partnered with Director and VP to identify areas for cost savings and implement initiatives to drive savings.
- Oversee the process of New Product Intro (NPI), ensuring customer experience and expectations met.
Proactive Product Registration (PPR) Sr. Program Manager (Americas/APAC)
NetApp Inc.
06.2009 - 07.2011
- Developed a program, PPR, serving as liaison between Partners and NetApp internal customers.
- Managed outsourced supplier.
- Met KPI’s for both outsourced and in-house team members.
- Development and delivery of Training curriculum for new PPR Program (US, India and Germany).
- Participated in management meetings with Partner committee; Substituted for manager in their absence.
- Partnered with peers and cross functional teams to develop best practices for registrations.
- Lead weekly meetings with Internal and External Partners.
Project Coordinator, Service Contract Training Coordinator
NetApp Inc.
02.2006 - 06.2009
- Develop and maintain curriculum for new product launches, new processes and Enhancements.
- Business owner for all Data quality issues within organization.
- Work in parallel with Sales (Internal and External), and Field Operations to determine corrupt Data elements.
Team Lead Field Operations Analyst
EMC (Documentum)
Pleasanton
08.2004 - 01.2006
- Supervise a team of 6-8 individuals.
- Perform monthly audits of orders for proper revenue recognition, data entry and billing accuracy.
- Directly work with management to obtain approval to ensure SOX compliance.
- Prioritize teams’ projects based on business needs, set training schedules and deliver assessments.
- Assisted with product transition, from acquisition.
- Meet with upper management to set yearly goals, reviewing them quarterly.
- Work with Legal department in reviewing license and service order agreements with revenue Recognition guidelines.
- Apply service accounting guidelines to all service order agreements.
- Point of contact for Sales, Legal, Support, Sales and Renewals, Licensing and Fulfillment.
Education
Bachelor of Arts - Liberal Studies
Fresno State University
Fresno, CAOrganizational Leadership -
San Jose State University
Six Sigma Lean Black Belt Professional -
Management & Strategy Institute
Artificial Intelligence: Business Strategies and Applications -
University of California, Berkeley, Haas School of Business
Skills
- MS Suite
- Siebel (Sales Edge)
- Oracle 11i
- CIX
- SAP
- WEBEX
- Vantive
- Peoplesoft
- Intraware
- Vendor management
- RFP engagement
- KPI’s – call center
- AI strategies and Implementation
- Organization skills
- Strong Communication Skills
- Self-motivated
- Mentor/Guidance to others
- Ability to prioritize and handle multiple tasks
- Meet and exceed quarterly goals
- Team player
- Embraces inclusiveness and diverse workplace
- BPO management (offshore and onshore)
- Customer service
- Cost reduction
- Process improvement
- AI implementation
- Project management
- Budget management
- Global operations
- Cross-functional collaboration
- Contract negotiation
- Mentorship and coaching
- Effective communication
- Operations planning
- Budget oversight
- Cross-functional team leadership
Education Certificates
- Bachelor of Arts, Liberal Studies, Cum Laude, Fresno State University
- Organizational Leadership, San Jose State University
- Six Sigma Lean Black Belt Professional, Management & Strategy Institute, 191677795
- Artificial Intelligence: Business Strategies and Applications, University of California, Berkeley, Haas School of Business
Timeline
Senior Manager-Customer Support & Install Base Operations
NetApp Inc.
12.2016 - Current
Senior Manager-Service Contract Administrator
NetApp Inc.
07.2011 - 12.2016
Proactive Product Registration (PPR) Sr. Program Manager (Americas/APAC)
NetApp Inc.
06.2009 - 07.2011
Project Coordinator, Service Contract Training Coordinator
NetApp Inc.
02.2006 - 06.2009
Team Lead Field Operations Analyst
EMC (Documentum)
08.2004 - 01.2006
Bachelor of Arts - Liberal Studies
Fresno State University
Organizational Leadership -
San Jose State University
Six Sigma Lean Black Belt Professional -
Management & Strategy Institute
Artificial Intelligence: Business Strategies and Applications -
University of California, Berkeley, Haas School of Business