Glen Guile
CX Systems & Support Lead
Schertz,TX
Summary
Experienced Customer Support Leader with 10+ years in SaaS and tech-driven settings. Proven track record of delivering top-tier support results, maintaining CSAT rating above 98%, optimizing workflows, and leading cross-functional projects. Expert in coaching teams, establishing scalable support systems, and using data to influence product and operational decisions. Dedicated to promoting ethical AI in support, driving ongoing enhancements, and building solid relationships with customers and internal partners.
Overview
20
20
years of professional experience
Work History
Customer Success & Support Lead
WickedFile
Remote, TX
04.2024 - 05.2025
- Managed day-to-day support operations, triaging and resolving Tier 1 - 3 tickets..
- Reduced average ticket resolution time by 35% and improved CSAT scores by 18%.
- Developed 25+ support resources (videos, FAQs, SOPs) to scale service delivery.
- Led a small support team, providing coaching and quality assurance feedback.
- Assisted in piloting automation tools to enhance triage and routing for common support inquiries.
Professional Services Manager
Perseus Group
Remote, TX
01.2017 - 01.2024
- Collaborated with Account Management to drive successful renewals, expansions, and strategic growth plans.
- Developed executive-aligned onboarding programs that reinforced product ROI and long-term retention.
- Partnered with Engineering and Product to resolve technical escalations and contribute to roadmap prioritization.
- Diagnosed workflow inefficiencies across departments; led cross-functional efforts to redesign implementation processes, improving delivery timelines by 27%.
Sr. Customer Success Manager
AutoVitals
Apex, NC
08.2016 - 03.2017
- Led end-to-end onboarding and product adoption for mid-market clients, increasing feature usage by 40%.
- Produced customized enablement content, including Loom tutorials and product documentation.
- Managed a portfolio of high-value accounts, contributing to a 15% YOY retention improvement.
- Analyzed product usage data to uncover engagement gaps; recommended tailored solutions that reduced churn risk and increased strategic account satisfaction.
Business Improvement Training Specialist
Automotive Management Solutions
Apex, NC
01.2016 - 08.2016
- Delivered scalable training and implementation to 200+ customers, both virtually and on-site.
- Authored and maintained a 100+ article knowledge base, enhancing support and enablement.
- Created structured onboarding plans, reducing ramp-up time by 20%.
- Conducted needs assessments and root cause analyses to adapt training plans in real time, resolving client knowledge gaps and improving onboarding success rates.
E-Services Business Specialist II
Advance Auto Parts
Raleigh, NC
02.2005 - 01.2016
- Developed training and documentation for internal e-commerce tools, driving 25% higher adoption.
- Provided internal and external support for e-commerce platforms and API integrations.
- Supported the automation of workflows for 30+ B2B clients, improving operational efficiency.
- Troubleshot and resolved complex e-commerce integration issues, minimizing downtime and increasing B2B client satisfaction across 30+ accounts.
Education
Bachelor of Science - Computer Science
Metropolitan Technical Institute
Skills
- Team Leadership & Coaching
- Zendesk / Salesforce / TeamSupport
- Workflow Optimization
- Cross-Functional Collaboration
- KPI Ownership (CSAT, SLA, FCR, TTR)
- Training & Onboarding Development
- Knowledge Base Management
- Escalation Management
- Customer Experience Strategy
- Process Improvement & Automation
- Change Management
- Loom / Video Enablement
Timeline
Customer Success & Support Lead
WickedFile
04.2024 - 05.2025
Professional Services Manager
Perseus Group
01.2017 - 01.2024
Sr. Customer Success Manager
AutoVitals
08.2016 - 03.2017
Business Improvement Training Specialist
Automotive Management Solutions
01.2016 - 08.2016
E-Services Business Specialist II
Advance Auto Parts
02.2005 - 01.2016
Bachelor of Science - Computer Science
Metropolitan Technical Institute
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