Bill Rubino Email & Phone Number

Nashville, TN, US

St Petersburg, Florida, US

• SLT member and leader of SaaS Operations teams providing software Implementation, Professional Services, Support, Success Management, and Solutions Engineering to 4,400 EdTech customers.
• Completed two organizational enhancements to increase customer engagement, product utilization, and contract renewal rates.
• Responsible for the Sales Technology team. Business owner of an enterprise project to successfully implement a new greenfield Salesforce instance to catalyze revenue growth and customer retention.
• Led cross-functional projects to revitalize payment card utilization; managed GTM and product re-branding initiatives.
• Implemented OKRs to create capacity planning tools, introduce comprehensive metrics reporting, shorten implementation timelines, and improve service levels and CSAT scores.

Nashville, TN, US

• Responsible for customer onboarding, implementation, training, professional services, and strategic partner management for HealthStream’s Platform Solutions business unit.
• As OKR (Objectives and Key Results) champion and coach, enabled significant progress on strategic objectives. Co-leader of OKR software pilot and supporting change management initiatives.
• Led 100-person project team and recaptured significant revenue during successful partner and platform migration of 1,300 customers.

Nashville, TN, US

• Leader of inbound contact center, support, and success management teams providing service, operations, product and strategic support to Workforce Development customers.
• Created tiered Customer Service and Support structure. Improved first-call resolution, case closure times, and customer quality.
• Reorganized the Customer Success Management team to position it for integration into a new Shared Services organization.

Nashville, TN, US

• Led the successful $18M Providigm acquisition integration, exceeding EBITDA and employee retention goals.
• Introduced culture, role, process, and management changes to strengthen partnership with Sales and exceed customer retention goals.
• Leadership team member for rapidly growing Continuum market.
• Co-leader of strategic planning process. Implemented performance measurement systems to manage plan execution.

South Bend, IN, US

• Led successful $65M integration of HealthStream Patient Experience (PX) business to Press Ganey, exceeding all client retention and operating income goals, while maintaining 100% CMS compliance.
• In collaboration with cross-functional team, created Enterprise M&A Integration Playbook for use with future acquisitions.

Nashville, TN, US

• Led 250 colleague organization delivering performance excellence in Client Services, Implementation, Sample Processing, CAHPS Compliance, Process Improvement, Telephone, Mail and Digital survey administration.
• Increased operating income by 130% by migrating 3 Telephone Interview Centers onto a single platform.
• Enterprise leader and certified facilitator for FranklinCovey Leadership training of 500 colleagues.

Nashville, TN, US

Started the Nashville Interview Center in February, 2015. P&L responsibility for Operations, Training, Quality Assurance, CAHPS Compliance, Transcription, and CATI Programming for 2 company-owned and 1 vendor partner Call Center staffed with 400 Interviewers.

Franklin, TN, US

Led call center operations responsible for achieving measurable improvements in member well-being and client outcomes via impactful and sustained clinical and coaching engagement.

Franklin, TN, US

Responsible for 6 Care Enhancement Centers in which nurses, health coaches and other clinicians engage members via phone to help them maintain and improve their health and well-being.

Brentwood, TN, US

Responsible for account implementation, support and retention, and outsourced card fulfillment for the $275M Corporate Payment Solutions division. Managed $6.5M operating budget with 9 teams and 95 associates who implemented and conducted web training for 500+ new monthly accounts. Provided service and pro-active support to 20,000 accounts including UPS.

Created and managed a centralized forecasting, inventory planning and purchasing department responsible for maximizing return on assets on $50M of inventory within this $140M apparel manufacturing and distribution company.

P&L responsibility for 4 distribution centers of $60M National Accounts division growing 20% annually. Key accounts supported: BellSouth, American Airlines, Air Canada, FedEx, U.S. National Park Service, U.S. Customs, U.S. Immigration and Naturalization.

Mba, Marketing, Organizational Behavior

Ba, (With Honors) Management, Finance