Lead and shape the future of Client Success at RapidRatings by developing and executing strategic onboarding and customer success initiatives. Key Responsibilities:Lead and develop a high-performing Customer Success and Onboarding teamDrive strategic customer relationships and program expansion through data-driven insightsDesign and optimize onboarding processes to accelerate time-to-valueDevelop comprehensive customer enablement programs and resourcesCollaborate across Product, Engineering, and Operations teams to enhance customer experienceMonitor and improve key metrics around utilization, satisfaction, and business impactCreate and execute customer success plans aligned with client objectivesEstablish scalable processes and best practices for operational excellence

RapidRatings, is an innovative Enterprise SaaS Fintech Start-up specializing in Supply Chain Risk Management for Fortune 500 clients, leverages the collection, analysis, and synthesis of financial health data from vendors and suppliers.As Managing Director, Delivery Strategy and Operations, I oversee all of our Delivery and Operations functions. This role enables close collaboration with Client and Member teams with a shared goal of delivering exceptional value and experience to our entire community of users. Having a holistic view of various internal and external stakeholders allows me to provide strategic guidance to GTM and Product teams.Additionally I serve as a corporate culture driver, building out and co-managing our Mentorship program which connects employees with senior leaders to help drive their professional growth.I play an active role in the DEI Council, driving initiatives to enhance Diversity, Equity, & Inclusion both within and outside the organization. Have led and participated in efforts related to the Donation Matching Program, Volunteering, Wage Transparency, and Diversity Survey/Scorecard.

• Led, developed, and managed the core Member Services team while establishing and expanding a new Member Success team. • Spearheaded advancements in People and Process Management, implementing a project management framework for team development initiatives using APF/Scrumban. This resulted in a substantial increase in improvement velocity. • Provided comprehensive training, coaching, and support for managers and team leads, emphasizing empathy, honesty, and direct communication as guiding principles. • Developed and nurtured new Enterprise Partnership relationships, contributing to sustained new business development streams. Delivered presentations and product demonstrations for key stakeholders.• Directed the overhaul of the Premium Membership program operations through the implementation of an Account/Success Management Playbook, Support Solutioning, and Performance Reporting and Analysis.• Took an active role in Corporate Strategic Planning by participating on the Senior Leadership Team, culminating in presenting a Strategy for Board approval.Measurable Outcomes:• Successfully reduced Cost to Deliver by 20% YoY.• Achieved a 5% increase in the Close Rate.• Significantly improved the Revenue Growth Rate by 60%.

Oversaw the company's principal delivery team, a managed service outreach team that obtains the financial statements from private company suppliers of our enterprise clients.•Hire, Develop and Support a team of 15 associates. •Drive team strategy, goal setting, overall performance, •Deliver on strategies for execution, KPIs, and OKRs. •Provide mentorship, guidance, and career development to members of my team. •Continually drive efficiencies through operational rhythms and processes managed across the team.•Creation and management of new role that targets high value program analysis/Client Success.

Literacy Volunteers of Greater Worcester provides adults with the English language skills they need to thrive in our community. Executive Committee MemberStrategic Planning Committee MemberFundraising Committee Member

Worked with contractors, vendors, and city officialsto coordinate and oversee the initial build-out of thephysical business space in compliance with localordinances and regulations.▪ Create and manage finances for the business,including accounting, budgeting, inventory control,financial forecasting, and analysis.▪ Recruit, hire, train, and manage staff, includingscheduling, payroll, discipline, and terminations.▪ Develop relationships with local vendors, brewers,and distributors in order to secure the best productsand pricing.▪ Coordinate outreach efforts in the community inorder to market the space appropriately and runsuccessful events for a diverse population andclientele

Responsible for the daily execution of pricing analysis, cost savings reporting, and responding to supplier and member inquiries. Providing the lowest total cost of ownership, achieve maximum member participation, and enhance the competitive position and profitability of Topco member companies.

Performed a business evaluation of a strugglingGeneral Contractor, outlined and implemented acomprehensive development plan including but notlimited to:▪ Increase revenue via marketing and social mediaengagement, adjusting markups, improving projectturnover times, ensuring proper billing andaccounting.▪ Reduced costs via supply chain research, cuttingextemporaneous expenses, adjusting tax liabilities,including unaccounted payroll liabilities intomarkups▪ Improved project management capabilities byadopting a cloud based project managementapplication including comprehensive setup andmodification to adapt to company’s specific needs.Integrating previously analog estimating, POs,scheduling, and accounting into one system.▪ Additionally created and maintained enterprise-levelfile management system via G-Suite▪ Instilled a positive and proactive company culturethrough leadership coaching.▪ Facilitated increase in profit 400% over previousyear.

Director of Business Development