Nicarao Advisors LLC

Providing fractional sales and business development services. Strategic Planning and Execution; Leadership and Team Development; Sales and Marketing; and Customer Relationship Management.

Principal

Currently Seeking New Opportunities

Currently seeking Vice President Sales Opportunity

Liberty Latin America

Sought to take on oversight of company’s largest supplier contract to ensure compliance, identify and address performance issues. Member of governance committee. Shrunk contract costs significantly and maintained a positive vendor relationship despite changes in scope of contracted services.

Director - Contract Management

Cable & Wireless Communications

Recruited for a role that swiftly changed into 100% pandemic response to address issues that arose concerning daily operations. Since there was no playbook on how to conduct business during such a time, created and implemented Covid_19 procedures in only 5 days. Ensured ongoing service to customers for installation of video, internet, and telephony services through the provision of personal protective equipment (PPE).

Director - Technology & Operations

TalentAdore

Completed a series of courses through the University of Helsinki on artificial intelligence (AI), which led to my being contacted by company founder. Tapped to help the CEO of this innovative startup offering a new, AI cloud and SaaS based virtual recruitment tool to carry out three critical initiatives in North America. First, assess the product compared to existing solutions on the market in the US, then canvas market to evaluate potential demand. Lastly, create a strategic plan and a solid go-to-market (G2M) strategy.

Developed and implemented grassroot initiatives that helped the company gain traction in the market with limited resources.

Advisor

ADTRAN

Promoted to lead a small team in LATAM to provide telecom solutions to corporate clients. Oversaw regional operations including strategic planning, marketing and resource allocations. Personally managed 6 accounts to help drive sales, and assisted team in closing sales. 

Conducted in-depth analysis to determine most effective channels to drive sales with distribution partners swiftly. Positioned Adtran as the equipment provider of choice to affiliates of one of the largest corporations worldwide (America Movil) despite an extremely challenging sales goal.

Vice President - Regional Sales Latin America

Recruited to aggressively grow customer base first in Mexico and then LATAM with a team of sales engineers engaged in business development activities. Implemented formal processes, procedures and account management protocols to accelerate productivity and drive excellent performance and customer satisfaction.

Increased capture rate exponentially, won a multimillion-dollar, strategically vital bid to provide services for a division of the largest Spanish content producer in the world, a multibillion-dollar giant. Rapidly built brand awareness of the company’s products in the region.

Director Strategic Business Development

Nokia

Handpicked by executive management to drive sales growth in select LATAM regions with a team of 20 account managers and solutions engineers. Held P&L accountability of more than $50M. Created a clear sales operation plan to support and guide growth goals. 

Addressed collections issues by cutting accounts payable days by 200% and increasing sales to late customers by 15%. Trained, groomed and motivated team resulting a 20% improvement in sales to existing customers.

Area Vice President – Central America, Andean Region & Mexico

Chosen by executive management to develop and implement a strategic sales plan to seize sales opportunities following the acquisition of an American telecom provider by one of the largest global telecommunications provider (Telefonica). 

Built a 60-member high performing sales team from scratch to serve Telefonica clients in 5 Latin American countries. Won large multi-year contracts and paved the way for robust future business development opportunities.

Area Vice President – Andean Region Telefonica Customer Business Team

Asked to build a new sales organization from scratch in Mexico. Recruited, hired and trained a team of 30 that included account managers, project managers, solutions engineers and supply chain managers to service clients in Mexico, Argentina, Colombia and Ecuador.

Generated titanic revenues from a large contract and YOY incremental sales after initial contract period. Established a formidable presence in these 4 countries.

Country Manager - Mexico

Recruited based on earlier finance experience. Managed finance operations in LATAM market place to support planned growth in this region. Rapidly built strategic relationships with financial institutions that resulted in robust funding to support sales.

Director- Project Finance

Rabobank

Trade & Project Finance
Negotiated in collaboration with account managers to close structured trade finance transactions for the food and agricultural business sector. Utilized credit enhancement from Export Credit Agencies, Multilateral Development Banks and the private insurance market to provide exceptional sales and service. Generated $3- 5M in portfolio customer sales.

Vice President

VP|SD|Sales ExecutiveǀDriving Strong Revenue Growth for Technology Companies Globally through Strategic Partnerships and High Performing Teams

Throughout my career, I’ve been sought to develop business in new markets, turn around sales in underperforming regions, and accelerate growth in established markets. At the same time, I’ve enjoyed building and leading large, customer-centric teams that are instilled with the mindset that we’re in the business of providing innovative solutions to meet every client’s unique needs.

I’ve also held operational roles which have complemented my sales and leadership background. It’s been rewarding to identify cost-saving opportunities and to improve top- and bottom-line results by streamlining back-office processes and procedures. 

My global experience includes regions spanning the U.S. and Latin America (LATAM) and I’m proficient in Spanish and Portuguese with a deep respect for diverse cultures and people. 

Highlights:

STRATEGIC PLANNING & EXECUTION – Developed and implemented sales strategies that enabled Adtran to deliver telecommunication solutions for corporate clients in LATAM and catapult revenues in a historically low volume market (less than $2M annually) to more than $30M annually. Built strong and cohesive relationships with distribution and alliance partners.

LEADERSHIP & TEAM DEVELOPMENT– Motivated, mentored and led numerous teams of managerial, technical and sales professionals including project and supply chain managers, account managers, and solution engineers who contributed measurably to the growth and success of companies such as Nokia Networks and Adtran. Groomed a team to hit 120% over target while increasing ROI in one of the most competitive markets worldwide. 

SALES & BUSINESS DEVELOPMENT – Built a robust network of industry contacts that have been instrumental in uncovering new opportunities and have maintained strategic relations that have been vital in adding additional revenue streams. Key driver in growing Nokia’s revenue from zero to well over $1B in LATAM year-over-year. 

I love to talk about industry trends and innovations in the technology space and connect with likeminded professionals. If you are similarly interested, please send me an invitation to connect on LinkedIn or reach me at GAMairena@gmail.com

Guillermo Mairena

Forge Biologics

Gene Therapy Manufacturer (CDMO)

• Manages relationships with strategic key clients, driving a total portfolio revenue of $30 million annually, with a focus on building long-term, trust-based partnerships
• Increased portfolio revenue growth by $9 million through proactive relationship-building with existing clients
• Cross-functionally bridges support between sales and manufacturing operations, driving alignment on project scope, timelines, and budgets, resulting in improved operational efficiency and faster project delivery
• Leads quarterly executive-level client forums, advancing shared strategic goals across the organization
• Oversees adherence to shipping regulations across global markets, ensuring successful delivery of sensitive biological materials
• Handles escalated issues and sensitive communications with discretion, reinforcing client confidence and minimizing churn
• Partners with the Finance team to verify completion of client project deliverables prior to invoice approval, ensuring accuracy and accountability

Manager, Client Relations

Chemical Abstracts Service - a division of the American Chemical Society providing access to a database of chemical substances & their properties (SaaS)

• Lead project manager driving change management initiatives improving internal workflows for revenue operations customer account management team
• Led pilot testing of implementation and action case assignments, successfully routing inbound work across 18-person global team,
improving response time by 24 hours
• Created a standardized training plan for routing inbound requests, escalations, SME products, and Tier 2/Tier 3 special handling instructions
• Orchestrated feedback collection and enhancement requests for Salesforce Classic to Salesforce Lightning Transition

Sales Support Analyst - Revenue Operations

Veris Health

A digital health startup arm within Pavmed:
Cancer care platform providing a box of medical devices to patients at home for remote monitoring (RPM/CCM), keeping patients connected to providers via a mobile app (SaaS)

• Defined the initial customer experience post-sales and drove the strategy & execution of launching Veris Health Cancer Care Platform at new customer accounts
• Collaborated with the product & engineering teams to gather customer feedback, prioritizing feature requests & influencing product roadmap decisions
• Managed overall customer success and mitigated risks by consistently monitoring health metrics and implementing effective action plans for entire account portfolio
• Maximized customer value realization by 40% through proactive identification and implementation of platform performance improvements
• Trained clinicians and end users and developed educational materials for the medical devices and mobile app
• Built call center support via Zendesk to manage troubleshooting calls and text message/chats with clinicians and patients

Manager, Customer Success

Lucid Lane Inc.

Series A startup telehealth provider specializing in mental health, medication dependence and substance use disorders via mobile app

• Led and coached 21-person CX call center team through a new training program, improving punctuality of patient appointments by 25%
• Designed end-to-end customer onboarding experience and playbooks in first 30 days
• Collaborated with Commercial Sales & Marketing to launch first 10 contracted partnerships with renovated GTM strategy
• Designed pre & post-appointment surveys embedded in EHRs for clinicians to monitor patient mental health
• Managed contracts for commercial insurance credentialing as well as Medicare/Medicaid in partnership with Benefits Operations
• Identified opportunities for market expansion with new insurance carriers and planned headcount forecast across Sales, Clinical & Support teams
• Provided voice of the customer feedback to the product team to assist with develop of an app-based Software as a Service (SaaS) platform

Customer Experience Manager

Outset Medical, Inc.

Series D- Post IPO medical device startup providing hemodialysis machines (Tablo) to hospitals, clinics, and patients at home: medical device & SaaS 

• Trained a team of 4 to onboard hospitals, clinics & home patients and exceeded team & individual performance metrics
• Directly managed a portfolio of 100+ projects for hospitals, clinics, and health systems in all stages of implementation (approx 12-18 week onboarding cycle)
• Assisted with scoping and launching EHR implementations to embed Tablo machine data and patient dialysis reports 
• Efficiently coordinated clinical support resource plans and medical equipment logistics for hemodialysis programs
• Created KPIs for business intelligence reporting within Salesforce CRM and presented executive level reports
• Developed Customer Health Scoring in partnership with Technical Support, Engineering & Sales leaders
• Implemented new onboarding playbooks and developed additional customer-facing materials in partnership with Marketing

Customer Success Implementation Manager

Series D- Post IPO medical device startup providing hemodialysis machines (Tablo) to hospitals, clinics, and patients at home: medical device & SaaS

• Single-handedly designed & built a cross-functional end-to-end implementation process from personal idea to successful business outcome
• Assisted the sales team during an unprecedented 5,000% revenue growth period (2018-2021)
• Spearheaded the development of a Customer Success team becoming primary contact for customer onboarding for National Accounts
• Expanded large IDN partnerships (HCA & CHS) with National Sales Director quarter over quarter across 96 locations
• Developed the early blueprint and adoption of the first hemodialysis home patient implementations
• Mapped the customer journey and reduced multiple onboarding touches
• Sought out opportunities to improve training, go-live support and related customer experiences

Customer Experience Implementation Specialist

Series D- Post IPO medical device startup providing hemodialysis machines (Tablo) to hospitals, clinics, and patients at home: medical device & SaaS

• Spearheaded the expansion of the contact center from a team of 1 to a team of 9 with 100% employee retention
• Transitioned to 24/7 internal/external contact center support averaging 150-200 troubleshooting calls per day per agent
• Personally created the end-to-end customer journey from installation to account maintenance
• Identified and surfaced customer trends by collaborating with engineering and quality teams
• Led the creation of SOPs & escalation policies for order processing, RMAs & quality control documentation
• Implemented cross-functional workflows in Salesforce and led the testing and training of new processes
• Partnered with the product team to introduce new features on the device (Tablo) & the Patient Portal and led software update training

Customer Experience Specialist

eInformatics

Service arm of Medinformatix EHR supporting radiology workflow and revenue cycle challenges (SaaS)

• Partnered with project & field managers to kick off and implement new partnerships/projects
• Drafted scope of work (SOW) documents
• Main point of contact for entire portfolio of accounts
• Managed business reviews and account data analysis for approx. 100 customers

Customer Success Coordinator

Service arm of Medinformatix EHR supporting radiology workflow and revenue cycle challenges (SaaS)

• Managed a team of 3 billing specialists & analysts
• Processed claims & posted a high volume of payments
• Reviewed and edited claim denials, CPT updates and fee schedules via SQL queries
• Performed month-end billing sequences

Billing Specialist

Nexeo Solutions

Plastic resin distributor acquired by Univar

• Managed commodity pricing for 200+ products across the east coast & central regions by updating contract pricing and baseline pricing through SAP
• Partnered with Product Line Managers to forecast large raw plastic material orders and managed inter-modal communication for boat/railcar deliveries
• Developed training materials and trained the Pricing team on new updates

Pricing Coordinator

Plastic resin distributor acquired by Univar

• Supported 3-5 regional inside sales leaders by building long-standing customer relationships and exceeded up-sells/renewal quotas
• Processed purchase orders via phone, fax, and email for raw plastic materials (approx. 80-100 customer contacts per day)
• Created new accounts through a Master Data process and managed 75 accounts within SAP and Salesforce
• Partnered with purchasing, inventory control coordinators and plant managers to ensure smooth deliveries by scheduling LTL and full truckload logistics with on-site special pickups and in-house truck drivers

Customer Solutions Representative

Verizon Communications, Inc.

• Executed transactions promptly & accurately to respond to clients' requests
• Provided troubleshooting for Android & Apple devices regarding activations, SMS, email & application support
• Managed 100+ calls per day in a fast-paced heavy volume call center
• Assisted with billing inquiries and reviewed call/text plan options with customers
• Conducted monthly side-by-side quality scoring as team lead
• Cross-sold Verizon Wireless products and services

Customer Service Representative

Chase

• Assisted customers with questions regarding Home Equity loans & lines of credit
• Answered 100+ calls per day in a fast-paced heavy volume call center
• Developed training plan and facilitated training classes for loan modifications for the National Presidential Making Homes Affordable Program
• Conducted side-by-side new hire training and monthly quality scoring
• Cross-sold Chase products and services including credit cards, assurance programs and high yield savings accounts

Customer Care Professional - Home Equity

I’m a people-first operations leader with 10+ years of experience driving internal process optimization, cross-functional alignment, and team growth across healthcare, biotech, SaaS, and medical device industries.
I’ve built and scaled customer implementation programs during 5,000% revenue growth (Outset Medical), managed multi-million-dollar client portfolios (Forge Biologics), and led teams through operational change (Lucid Lane, CAS).
My superpower is building from zero—whether it’s a new onboarding journey, an implementation playbook, or a high-performing team.

• Operations & Enablement
• Customer Onboarding
• Customer Success
• Account Management
• Contact Center Management
• Revenue Operations
• Project Management
• Training & Customer Education 


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Guillermo Mairena

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