Lorena Guerrero

Whenwhyhow is an Artificial Intelligence software startup, named CRM & Customer Service Cool Vendor in 2020. Together with the CEO, I have taken active part in all the process of redefining the start-up product and sales strategy to obtain market fit (value proposition, problem validation, customer journey, pricing model, business and financial plan, etc.) through different methodologies, including Lean Startup and Design Thinking.

Reporting to the Country Manager, I was responsible for the Transformational Partner program in Iberia (Spain and Portugal), aimed to create long-term trusting relationships with leading consulting companies. I also nourished and maintained the alliances ecosystem, helping partner companies achieve our joint business goals. When Genesys acquired main competitor Artificial Intelligence, I led the transition to the new alliances program in Iberia, merged the partner network and grew the partner base.

As part of the CX and CRM specialist team, I was responsible for consultation on CX market solutions to our top client companies like Banco Santander. I helped existing and prospect customers to choose the right solution on their transformation or innovation processes regarding CX (screening and assessing vendors that could match their needs, establish new partnerships and run POCs). I pursued, negotiated, and won innovative complex deals and coordinated multidisciplinary teams from different countries.

As the first Presales Engineer hired by the company in Spain, I was responsible for: - Building from scratch the structure of the future Presales Department - Elaborating technical proposals - Delivering presentations to both technical and business audiences Once the department grew with new resources, I was put in charge of: - Managing the team (part local, part remote) - Leading the solution design of complex bids

Observa Telecom imported electronic and telecommunications equipment and sold it to operators in Spain and Morocco (Telefonica, Meditel). As the interface between the manufacturer R&D teams and the telco, I was responsible for: • Working with the customer to understand their technical needs and communicating the requirements to the vendor software teams • Testing and validating the software and hardware for homologation • Delivering training to the operator and providing post-sales support.

Within the Product Technology department, I performed different activities including: • Mobile phone quality assurance for carrier validation • Field and operator interoperability testing • Revision and approval of user guides and documentation

The Appalachian Transportation Institute is a division of the Marshall University Research Corporation. My work as researcher in this institution included: • Design of a counter-terrorism surveillance system • Design and implementation of solutions for the sailing industry, including microchips programming • Design of a traffic control system via IP cameras for Marshall University