Mark A. Guthart

Experience

• 

  MetaCommunications

  Jan 1992 - Jan 2004

  • Served as Product Manager for Workgroups suite of products, including workflow, asset management, expense tracking, and business intelligence reporting.• Developed, wrote, and delivered calssroom, on-line, and on-site software training materials and courses.• Developed and wrote software documentation.• Developed and executed marketing strategies, including product branding, advertising campaigns, seminars, and webinars.

  • Product Manager

    Jan 2000 - Jan 2004

  • Director - Sales & Marketing

    Jan 1998 - Jan 2000

  • Director - Technical Support

    Jan 1994 - Jan 1998

  • Director - Graphic Services

    Jan 1992 - Jan 1994
• 

  G4 International, LLC

  Jan 2004 - Jan 2009

  President

  • Assisted customers in the evaluation, purchase, and implementation of business management software solutions.• Created database-driven websites and other web-based solutions.• Provided third-party contract review and implementation services.

• 

  MetaCommunications

  Jan 2009 - Jan 2011

  Implementation Services & Support Director

  • Served as liaison between customers, professional services staff, and technical support personnel, cultivating communication facilitating project results.• Managed professional services projects to ensure implementations met expectations, on time and within budget.• Developed, wrote, and delivered engaging classroom, on-line, and on-site software training sessions.

• 

  ConnectFive, Inc.

  Jan 2011 - Jan 2014

  User Experience Analyst

  • Developed, scheduled, and conducted 400+ user validation and product design usability tests, including wireframes, mockups, and test plans.• Analyzed and documented user needs, frustrations, gaps, and opportunities for UX improvements.• Collaborated in an Agile development environment; document and implemented UX design requirements.

• 

  USA Cycling

  Jan 2015 - Jan 2016

  Technical Director

  • Managed the Official's Program and served as primary point of contact for 1200+ member cycling officials.• Administered anti-doping efforts, collaborated with local, national (USADA), and international authorities (CADF, WADA).• Developed, implemented, and enforced national and international competitive cycling regulations for 60,000+ members.

• 

  Encompass Technologies Development, Inc.

  Jan 2016 - Jan 2017

  • Served as the primary contact for 40+ strategic accounts using ERP solutions for WMS, Accounting, Sales, and Delivery routing solutions.• Managed acounts with 800+ delivery routes (highest among CSM team).• Achieved 100% customer retention and product subscription renewal.• Overcome customer upgrade hesitancy by delivering calculated training and customer support.• Reduced support issues by 50% within first three months as CSM.

  • Customer Success Manager

    Jan 2016 - Jan 2017

  • Technical Support Analyst

    Jan 2016 - Jan 2016
• 

  ClearCompany Talent Management Software

  Jan 2017 - Jan 2019

  Senior Customer Success Manager

  • Served as the primary contact for 100+ strategic enterprise-level business accounts using HRIS and Talent Management Solutions.• Consistently achieved 100% Customer Satisfaction scores (CSAT) and averages over 96% satisfaction across all accounts.• Anticipated, communicated, and mitigated risks to exceed client expectations and maximize efficiencies.• Increased revenue by reinforcing contractual agreements and negotiating new fees and upsell opportunities.• Collaborated with Product and Sales teams to identify and deliver new product solutions, enhance existing portfolios, and eliminate risk.• Leveraged REST API to provide integrated solutions with Paylocity. Show less

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  ZenGRC

  Jun 2019 - Sept 2022

  Enterprise Product Implementation Expert

  • Act as the primary implementation contact for 130+ strategic enterprise-level business accounts across multiple industries.• Manage partner-facing components of large-scale programs, enabling customers to realize their strategic business and technical objectives. • Design and execute quality test plans and cases to verify the reliability, accuracy, and capability of implemented product modules.• Provide integration guidance with REST API and third-party tools such as AWS, Jira, Qualys, Tenable, ServiceNow, and Splunk.• Implement governance and compliance solutions covering numerous frameworks, including CCPA, CIS, CMMC, FedRAMP, GDPR, HIPAA, ISO, NIST, PCI, SOC2, and SOX.• Implement risk management solutions covering Enterprise Risk Management (ERM), IT/Cyber Security Risk, and TPRM. Show less

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  AuditBoard

  Sept 2022 - Nov 2023

  Customer Success Manager

  • Serve as the primary contact for 70+ business accounts with $6M+ in ARR.• Support customers across the full suite of AuditBoard GRC products, including CrossComply, ESG, ITRM, OpsAudit, RiskOversight, SOXHub, and TPRM.• Provide industry best practice guidance and advice while assisting customers in solving business problems and achieving positive ROI. • Anticipate, communicate, and mitigate risks to exceed client expectations and maximize efficiencies.• Collaborate with Product and Sales teams to identify and deliver new product solutions, enhance existing portfolios, and eliminate risk.• Serve as Lead Technical Analyst for Customer Success team, with emphasis on ABI Dashboards (via Microsoft PowerBI), Analytics Database (via PostgreSQL), automations/integrations, and REST API. Show less

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  ZenGRC

  Nov 2023 - now

  Customer Solutions Expert