Gus Martinez - SaaS Trailblazer
Driving Customer Satisfaction and Operational Excellence Worldwide
Gus Martinez
SaaS Leader with Proven Expertise
Gus Martinez is a seasoned SaaS professional with extensive experience in driving customer operations excellence across global markets. He has a proven track record in enhancing customer support, implementing innovative solutions, and leading high-performance teams. Gus has successfully managed high-value accounts and played a key role in fostering significant growth in annual recurring revenue (ARR).
My Career Journey
- Managed a team of over 50 employees, overseeing all inbound
- Achieved an average of 90% - 95% MBO results.
- Played a key role in improving the company's Net Promoter Score (NPS) from -16 to 42.
- Decreased inbound volume between March 2014 and March 2016 by 85%.
- Improved Time to Resolve SLA from 75% to 90%.
- Reduced overall team open case volume by 66% in the first quarter.
- Implemented customer/support procedures, policies, and on-boarding documentation.
- Redefined cross-functional communication and improved customer experience and overall responsiveness.
- Created Support Operations and Customer Impact
- Created a 70% increase in ticket deflection.
- Drove a 20% year-over-year reduction in ticket resolution times.
- Improved one touch tickets by 50% and customer self-service 80%.
Testimonials
Carla Nichols - Chief Customer Officer
LoriBeth Blair - Email Deliverability Guru
Carla Nichols - Chief Customer Officer
"I highly recommend Gus Martinez for a VP-level Customer Support role. We worked together at Smarsh where he led the Support team. He brings an engaging "can do" leadership style that motivates the team to deliver excellent customer service while achieving target metrics."
Mike Dickerson - Experienced CEO
LoriBeth Blair - Email Deliverability Guru
Carla Nichols - Chief Customer Officer
"Gus -- You have great character, high integrity and a specific set of skills. I have seen first-hand how you constantly strive to get better in your work and in your life."
LoriBeth Blair - Email Deliverability Guru
LoriBeth Blair - Email Deliverability Guru
LoriBeth Blair - Email Deliverability Guru
"Gus is an awesome support leader, and just an awesome all around human. Anyone who picks him up will be stupendously lucky, he won’t be on the market long folks, act now while supply lasts!"
Ofir Benyair Software Development Manager
Larry Mieldezis - Chief Information Officer
LoriBeth Blair - Email Deliverability Guru
"Gus Martinez working with you for a few years I can definitely say that you will be an asset to any company you join! Your combination of professionalism and fantastic leadership skills are amazing!"
Larry Mieldezis - Chief Information Officer
Larry Mieldezis - Chief Information Officer
Larry Mieldezis - Chief Information Officer
"Gus, you always were that rock star - I am excited for your next chapter. There is a company out there that will be lucky to land you - my advice - be picky and move to that next thing that drives you - you have so much to offer."
Michael Taylor - Chief Customer Officer
Larry Mieldezis - Chief Information Officer
Larry Mieldezis - Chief Information Officer
Working with you, Gus, has been an absolute pleasure. Your ability to inspire, lead, and drive growth in others is unmatched. I am confident that your next role will benefit immensely from your expertise and dedication.