Centrepolis Accelerator

Chief Operating Officer

Sigma International

Chief Technology Officer

Interim General Manager - Sigma India

Innovation and Advanced Product Management Director

Detroit Materials

Zell Lurie Commercialization Fund

The Zell Lurie Commercialization Fund (ZLCF) is a pre-seed investment fund established to identify and accelerate the commercialization of ideas generated within the University community and the surrounding area. The team adopts a hands-on approach to investing that leverages the talents and resources available at the Stephen M. Ross School of Business at the University of Michigan to make a real impact for the entrepreneur and the University.

Advisor

Kinetik Partners

Partner with organizations to achieve profitable growth by identifying market discontinuities, jobs to be done, and developing products or services that meet the customer needs. In addition, provide divisional leaders and small business owners new market opportunities outside their current target industry.  

Strategy Development | Strategic Partnerships | Portfolio Analysis & Management | Technology and Product Roadmapping | Cost & Profit Pool Analysis | Design Thinking | Business Model Innovation | Jobs to be done Theory | Go-to-Market Strategy | VSM | Value Chain Analysis |

Managing Partner

NextEnergy 

Provide growth and commercialization strategies for advanced manufacturing and mobility firms. 

Diversification Strategy | Strategic Partnerships | Technology Due Diligence | Funding Opportunities | Business Opportunities | Technology Commercialization & Scale Up |

Director, Industry Services

Ricardo

Capture and deliver customer projects by developing new strategic partnerships and leading a cross-functional teams.

Business Manager - Clean Tech

Execute and lead technical projects leveraging New Product Development and DFM&A processes and tools.

Sr. Project Engineer

🚀Value Creation Catalyst🌱💡 Empowering Start-ups and Small & Midsize Enterprises through Innovation Programs and Product Strategies | Technology Scout | Ecosystem Developer | Dual Use HardTech

🚀 𝐄𝐯𝐞𝐫 𝐰𝐨𝐧𝐝𝐞𝐫𝐞𝐝 𝐡𝐨𝐰 𝗮𝗻 𝐢𝐧𝐧𝐨𝐯𝐚𝐭𝐢𝐨𝐧 𝗽𝗿𝗼𝗴𝗿𝗮𝗺 𝐜𝐚𝐧 𝐟𝐮𝐞𝐥 𝐭𝐡𝐞 𝐠𝐫𝐨𝐰𝐭𝐡 𝐨𝐟 𝐲𝐨𝐮𝐫 𝐬𝐭𝐚𝐫𝐭-𝐮𝐩 𝐚𝐧𝐝 𝐬𝐦𝐚𝐥𝐥 𝐛𝐮𝐬𝐢𝐧𝐞𝐬𝐬 𝐢𝐧 𝐭𝐡𝐞 𝐝𝐲𝐧𝐚𝐦𝐢𝐜 𝐰𝐨𝐫𝐥𝐝 𝐨𝐟 𝐭𝐞𝐜𝐡𝐧𝐨𝐥𝐨𝐠𝐲?

As a seasoned 𝐕𝐚𝐥𝐮𝐞 𝐂𝐫𝐞𝐚𝐭𝐢𝐨𝐧 𝐂𝐚𝐭𝐚𝐥𝐲𝐬𝐭, I'm here to unveil the answer. I empower ventures through dynamic Innovation Programs and cutting-edge Product Strategies.

🚀 Here's what I bring to the table:

🔹 𝐄𝐱𝐞𝐜𝐮𝐭𝐢𝐯𝐞 𝐄𝐱𝐩𝐞𝐫𝐭𝐢𝐬𝐞: With a rich history as COO, CTO, MD, and CEO in tier 1 technology accelerators, start-ups, and consultancies, I've honed a comprehensive understanding of the hardtech space. My experience spans mobility, defense, aerospace, energy, and advanced manufacturing markets.

🔹 𝐒𝐭𝐫𝐚𝐭𝐞𝐠𝐢𝐜 𝐕𝐢𝐬𝐢𝐨𝐧: I've led and executed numerous growth strategies, propelling entry into new markets, creation of adjacent product lines, and design of innovative business units.

🔹 𝐆𝐥𝐨𝐛𝐚𝐥 𝐏𝐚𝐫𝐭𝐧𝐞𝐫𝐬𝐡𝐢𝐩𝐬: My expertise extends to international strategic partnerships. I've successfully structured collaborations with tech providers, universities, research institutions, and accelerators across the US, Korea, India, and Europe.

🔹 𝐄𝐜𝐨𝐬𝐲𝐬𝐭𝐞𝐦 𝐄𝐧𝐫𝐢𝐜𝐡𝐦𝐞𝐧𝐭: Engaging and evaluating corporate innovation ecosystems worldwide, I've partnered with regional economic development organizations to develop strategic plans that foster industrial and innovation growth. I'm well-versed in forming Public Private Partnerships.

🔹 𝐈𝐧𝐧𝐨𝐯𝐚𝐭𝐢𝐨𝐧 𝐏𝐚𝐫𝐭𝐧𝐞𝐫: My track record in corporate development includes identifying and evaluating target technologies and companies in crucial sectors like lightweighting, electrification, sustainability, and advanced manufacturing.

🔹 𝐃𝐞𝐬𝐢𝐠𝐧 𝐓𝐡𝐢𝐧𝐤𝐢𝐧𝐠 𝐀𝐝𝐯𝐨𝐜𝐚𝐭𝐞: Develop Agile, Test and Learn strategies enabling me to define, ideate, prototype, and test new products and business models, resulting in successful product line deployments and new business unit creations.

🔹 𝐒𝐭𝐚𝐫𝐭-𝐮𝐩 𝐌𝐞𝐧𝐭𝐨𝐫: Serving as a mentor and advisor, I've guided professors, entrepreneurs, innovators, and corporates through early-stage business development. My mentorship roles include Plug and Play Detroit, NSIN Foundry Program, UoM Entrepreneurial Leadership Program, DOE I-Corps, and Ross venture fund.

Innovation drives progress, and my mission is to empower start-ups and SMEs to thrive in the world of technology. Let's connect and explore how we can create a brighter future together!

Pedro Guillen

Armis

Armis is a leading cybersecurity platform that provides unified asset visibility and security for all devices, managed and unmanaged.  During my tenure, Armis experienced rapid growth, scaling from 300 to 600 employees and from $20M to $100M in ARR.

- Hired by the executive team as the startup entered a period of hyper-growth to build, streamline and optimize the Enterprise Customer Success organization, ensuring seamless onboarding, engagement, and value realization for high-value accounts. 
- Leveraged analytics and performance metrics to drive tactical actions and improvement, including a 30% reduction in Time-to-Value (TTV) timelines and a 25% increase in customer upsell opportunities.
- Drove a 35% Net Revenue Retention (NRR) improvement by engineering an automated forecasting model using historical customer data and engagement metrics, enabling proactive intervention in tactical actions, product issues, and renewals.
- Instituted Voice of the Customer (VoC) programs that directly influenced product roadmap prioritization and reduced feature-related complaints by 50%.
- Managed a portfolio of 15 enterprise accounts personally representing the highest value customers at Armis, generating $25M in annual recurring revenue, including key accounts like Intel, Tyson Foods, Abbott Labs, Verizon, FedEx, New York City agencies (FDNY, NYPD, DEP), HCL, and CDW.
- Collaborated with Sales, Product, and Marketing to align customer outcomes with roadmap and growth initiatives.
- Created executive dashboards to monitor health scores and flag early churn risks using Gainsight and Tableau.

Tools used: Salesforce, Gainsight, Jira, Confluence, Slack, Smartsheet, Asana, and Google Workspace.

*Transitioned out of the role due to relocation from New York to California to assist in parents' end-of-life care. Armis required an on-site presence to establish and manage key public sector relationships in New York City effectively.*

Head of Enterprise Customer Success

Verizon Business

Verizon's SaaS portfolio includes Contact Center, Cloud Access, Security, and Network as a Service (NaaS) solutions.

Held two concurrent executive roles:

Principal Onshore Customer Success Group
- Built a new 100-person team to support 200+ existing customers ($565M in revenue) who were previously self-serve only
- Team: Directors, Customer Success Managers (CSMs) and Technical Account Managers (TAMs)

Key Achievements:
- Increased Net Revenue Retention (NRR from) ~60% to 90% by developing a personalized onboarding process tailored to each customer segment's needs, leading to faster time-to-value (TTV), preserving ~$170M in revenue. 
- 50% reduction in customer churn through enhanced engagement and support protocols.
- Introduced executive-level success planning that led to a 20% increase in multi-year contract renewals across key enterprise accounts.
- Instituted Voice of the Customer (VoC) programs that directly influenced product roadmap prioritization and reduced feature-related complaints by 50%.
- Generated $35M in upsell revenue by translating customer analyses into targeted technology recommendations and working closely with sales, product, and marketing teams to develop tailored upsell packages aligned with customer objectives.
- Developed and implemented a customer segmentation strategy that increased targeted communication efficiency by 25% and boosted engagement rates by 30%.

___

Strategic Account Management Organization for Johnson & Johnson
- Built a 200-person team across NA, EMEA, LATAM, and APAC to support a $30M contract with J&J
- Team: Directors, CSM, TAM, PM, Financial, Change and Incident Managers


Key Achievements:
- Improved SLA compliance by 40% by optimizing Change and Incident management processes.
- Streamlined implementation by improving the scoping of program initiatives for clearer requirements and understanding of customer needs upfront, resulting in 84% faster time-to-deliver.

Senior Director, Customer Success

- Asked to relocate from Chicago to NYC to lead financial vertical (UBS, TD Ameritrade, Goldman Sachs, etc.)
- Led 25 Enterprise Customer Success and Service Delivery Managers.

Key Achievements:
- Improved project timelines by 34% through an enterprise-wide initiative.
- Increased team performance metrics by 25% through a peer training and mentoring program.
- Achieved a 9.4/10 C-SAT score and 71% average NPS score yearly.
- Retained $135M in revenue through compliance and continuous service improvement.
- Improved strategic account revenue by 32% through enhanced customer reviews.

Group Senior Manager, Customer Success

Technical consulting support to AON, a Fortune 300 Healthcare/Insurance client.
- Achieved 25% enhancement in Availability and Mean Time to Repair metrics, elevating the client to a 98% compliance rate.
- Spearheaded significant process improvements, aligning operations more closely with customer requirements and preferences.
- Led groundbreaking geographical diversity study that successfully rehomed site-redundant circuits to different provider edge (PE) routers, effectively eliminating over 100 single points of failure.
- Authored comprehensive root cause analyses (RCA) in response to critical customer outages and network issues, facilitating ongoing improvements and more efficient issue resolution.
- Leveraged expertise to conduct thorough network hardening and diversity reviews, presenting a range of options and providing expert guidance to ensure customers had a clear understanding of the most suitable recommendations.
- Delivered effective second-level support for intricate network implementations and managed services change management requests, ensuring seamless operations and client satisfaction.

Technical Services Manager

- Cultivated significant wins and renewals totaling approximately $25M in revenue by optimizing C-level relationships within high-stakes accounts to proficiently translate intricate challenges into effective, revenue-boosting solutions.

- Led 6 sales account managers specializing in Managed Services and Professional Services.

Strategic Sales Executive

Customer Success and Strategic Account Executive with over 15 years of experience building and leading global organizations and driving measurable growth across enterprise accounts. 

I've been to the North Pole 50 times. It taught me nothing about B2B SaaS but much about people and human nature. Human interaction is why I love Customer Success. Humans helping humans.

Key Achievements:
•	Boosted Net Revenue Retention from ~35% to 90% across two major enterprise organizations.
•	Grew upsell pipeline by 25%, generating over $35M in upsell revenue through targeted needs analysis and solution alignment.
•	Reduced Time-to-Value by 30% by reengineering onboarding and engagement workflows.
•	Achieved 84% faster implementation timelines via improved scoping and prioritization.
•	Built and scaled new Customer Success organizations from scratch in high-growth environments.
•	Launched automated forecasting model that improved NRR accuracy by 35%

Hard Skills:
Customer Success Strategy | Enterprise Account Management | Executive Business Reviews (QBRs) | Net Revenue Retention (NRR) | Gainsight | Tableau | Forecast Modeling | Onboarding Optimization | Cybersecurity | SaaS | AI Applications | Data Visualization | Team Building | Global Leadership | Strategic Planning | Stakeholder Engagement | Product-Led Growth

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