Guillermo Herrera
About Guillermo Herrera
Guillermo Herrera is a Customer Success Manager for Latam at Touchbistro, where he has worked since 2018. He has a diverse background in customer success, marketing, and media, with previous roles at eBay, Canal 12 El Salvador, and Grupo Radio Stereo.
Current Role at TouchBistro
Guillermo Herrera serves as the Customer Success Manager for the Latin American region at TouchBistro, a position he has held since 2018. In this role, he focuses on enhancing customer satisfaction and retention. He has successfully grown the customer success team from one to seven members, which includes the addition of a Team Lead. His initiatives include implementing a monthly engagement campaign to keep customers informed about product releases and new features.
Previous Experience at eBay
Guillermo worked at eBay in two capacities. From 2013 to 2014, he was an Online Community Specialist for the Latin American Division, followed by a role as an Online Community Specialist for Gumtree Australia from 2015 to 2016. During his tenure, he achieved a significant reduction in a critical churn indicator from 58% to 4% within a year.
Background in Media and Broadcasting
Guillermo has a diverse background in media and broadcasting. He worked as a TV Reporter at Canal 12 El Salvador from 2001 to 2002 and later served as a Radio Show Director at Grupo Radio Stereo, S.A. from 2001 to 2008. He also worked as a Television Producer and Host for 'Hispanos En Canada' on Rogers TV from 2011 to 2013.
Education and Academic Qualifications
Guillermo studied Marketing at Universidad Dr. José Matías Delgado, where he earned a Bachelor's degree. He furthered his education at Seneca College, focusing on Marketing Management from 2008 to 2009. His academic background supports his expertise in customer success and marketing strategies.
Achievements in Customer Success
Guillermo has made notable contributions to customer success initiatives. He developed a self-created onboarding pipeline that achieved a 97% forecast accuracy. Additionally, he created comprehensive training materials, including videos and a knowledge base, to onboard and educate over 350 customers. His efforts have also led to an increase in the Annual Contract Value (ACV) for over 80 customers by defining touchpoints and monitoring product adoption and performance.