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katie-reilly

Expertise

  • Product & Technology

Role

  • CCO
  • CPO
  • Project Manager

Location

  • Carolinas
  • Charleston

Katie Reilly

PARTNER – PRODUCT MANAGEMENT; GO TO MARKET STRATEGY; CUSTOMER EXPERIENCE LEADER; FRACTIONAL CHIEF PRODUCT OFFICER AND CHIEF CUSTOMER OFFICER

Katie Reilly, MBA, PMP, is a senior product management and customer success executive with experience driving roadmap strategy and revenue growth for early to mid-stage software and service companies. She has experience delivering solutions to market across many industries including ecommerce, healthcare, finance, and life sciences.

As an expert in SaaS product management and customer success strategy, Katie is called on by Boards and C-level leaders to scale product development teams, drive customer growth projects, and tune go-to-market strategies. She often serves as interim and fractional Chief Product Officer, Head of Product, and Head of Customer Success positions. Katie also provides coaching services for product teams needing professional skills development.

Katie leads with expertise in the following areas:

  • Strategic Roadmap Development
  • Go To Market Strategy
  • Pricing Strategy
  • Product Marketing
  • Customer Success Strategy
  • User Research Programs
  • International Product Design and Development Teams
  • Agile Software Development
  • P&L and Operations Management

During her distinguished career, Katie has served as:

Executive Product Leader & Board Director, SellerLabs – Katie led growth of an ecommerce platform with 8+ portfolio product lines and revenue models comprised of tiered subscriptions, freemium conversions, and rev-sharing marketplace partnerships. She led an international team of senior product managers, designers, UX researchers and software engineers. With Katie’s leadership, the business launched new product lines to market, acquired new product lines through M&A activity, and divested product lines to raise capital.

Head of Customer Success, SellerLabs – Katie built a Customer Success organization delivering proactive outreach to top-tier clients. Her team of implemented guided tours, measured account health, monitored engagement metrics, conducted user research surveys and interviews. Under Katie’s leadership, lifetime values extended +1.4 years and customer satisfaction increased +32%.

Head of Customer Service, SellerLabs – Katie transformed a small helpdesk team into and a global Customer Service and Tech Support team with 20+ staff members delivering 24×7 tiered support to 10,000+ customers.  Under her leadership, the team built chat, phone, and email queues which improved response times from 2.5 days to 5 minutes.

Ecommerce Marketplace Executive – Katie successfully launched digitally native brands on Shopify and ecommerce marketplaces like Amazon, Etsy, and eBay. Katie is proficient in multi-channel brand management, building online storefronts, FBA, 3PL fulfillment, and Amazon advertising strategies.

Vice President of Product, Pokitdok – Katie led product marketing and product development for a Series B startup acquired by Change Healthcare. The SaaS platform delivered clearinghouse services, blockchain identity management, EMR scheduling software, and pharmacy drug cost transparency tools. Katie is fluent in health-tech, clinical workflows, HIPAA, and patient engagement software.

Katie held other related healthcare and software product leadership positions with Medical University of SC, Health Sciences SC, Modulant, and Bank of America.

Katie is a certified Project Management Professional PMP®. She holds a BS in Computer Information Systems from Clemson University and received her MBA with a concentration in Leadership & Entrepreneurship from The Citadel.

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