Kathy Klingler

Reported to President of Rapid7, a global SaaS cybersecurity company with annual recurring revenue of $751MM and 11,287 customers. Transformed global marketing team of 150 associates, improving contribution to revenue and producing measurable impact across commercial and enterprise segments in North America, Europe, Middle East, Africa, and Asia-Pacific. Accountable for $50MM budget.

• Overachieved N.A. marketing pipeline (increased 52% YOY) and EMEA (increased 48% YOY); doubled productivity goals (per rep) in international markets, 14% year-over-year growth of annual recurring revenue (ARR) as of Q2'23.
• Improved marketing conversion rates by 10% from new account-based marketing (ABM) strategy with enterprise customers. Increased average sales price by 61%.
• Launched new product bundles improving conversion rates to 80% from 30% on standalone products. Increased marketing pipeline by 275% Q1 to Q2'23.
• Increased brand awareness 40% and generated $3MM in annual recurring revenue (ARR) and $11.9MM pipeline in first six months of launching national jersey patch sponsorship with Boston Bruins.
• Improved annual profitability by $3MM by eliminating ineffective and redundant technology as well as underperforming marketing tactics. Rightsized executive leadership and shifted digital talent to Prague.
• Re-engineered global marketing operations to focus on measurable impact, improving data and analytics, product positioning, and demand generation/account-based marketing strategies. Led rebuild of “go-to-market” approach in partnership with Chief Revenue Officer, improving annual recurring revenue (ARR) and net revenue retention (NRR).

Reported to Chief Commercial Officer of Blue Cross Blue Shield, a non-for-profit health plan in Massachusetts with 2.9MM members, 21,000 employees, and 3,700 employees. Led a team of 75 in growing market share, profitability, and brand reputation for Commercial and Medicare segments. Accountable for $30MM budget.

• Spearheaded rebranding of BCSMA to enhance market share, customer acquisition, and retention across Commercial and Medicare segments and drove evolution of enterprise corporate strategy with a focus on customer experience as a differentiator. Grew Medicare membership by 86% during AEP, and ranked number one for Medicare Advantage plans in Massachusetts for two consecutive years versus competition, while lowering cost of acquisition by 33%. Grew Commercial members 18% year over year while maintaining over 97% retention at 2.97MM members. Grew Dental line to over $1MM members.
• Led enterprise Customer Experience transformation, elevating key customer journeys and KPIs across Medical, Dental, Medicare and Pharmacy lines of business. Launched digital virtual products, online pharmacy, expanded mental health capabilities, health disparity focus and targeted product innovations.
• Built a digital center of excellence and launched omni-channel engagement capabilities, which promoted behavior change and substantial cost savings. Rebuilt award-winning MyBlue mobile-first/app/web, increased users from 50k to 1.7MM and improved customer satisfaction by 50%. Processed over 6MM transactions on MyBlue in 2021 and increased Medicare online enrollment by 24%.
• Reduced costs by $40MM through technology consolidation, modernization, and transformation of call center, to Human/AI approach including AI-based service chatbots and plan wizard. Reduced call volume by 7% and increased chatbots usage by 484%.
• Achieved over 83% satisfaction with pandemic response and 2X greater improvement in brand attributes of favorability, consideration, and “worth paying more for” versus major competitors.
• Launched bike share program (blue bikes) with City of Boston, achieved 1.9X ROI and positive brand perception for innovation, community support, and environmental impact.

Reported to the CEO of a private, for-profit university with over 30,000 online and campus students. Led a national team of 60 associates driving improved brand consideration and profitable revenue growth in student market. Accountable for a $100MM budget.

• Positioned Kaplan to support the groundbreaking acquisition by Purdue Global of Kaplan University's online education program in April 2017 stemming from a multi-year strategy to rebuild reputation, financial performance, and credentials of online university.
• Led national rebranding focused on student outcomes, achieving a 100% increase in acquisition and 300% increase in online leads from targeting to high-growth student segments in the first six months.
• Drove 15% growth in student acquisition as education category declined 20%, impacted by lifetime value initiative which prioritized three high growth segments (IT, Business, Nursing) and drove profitable growth.
• Boosted graduation rates by 20% which improved profitability and census.
• Rebuilt e-commerce platform and shifted demand generation strategy from low-converting aggregator leads to digital channels, improving conversion rates and reducing the cost of acquisition.

Reported to CEO, leading launch and re-brand of Sovereign Bank to Santander, the world's fifth-largest bank, into the U.S. Market across three regions. Led team of 75 associates accountable for driving brand consideration, profitable growth and retention. Fostered strong partnership with U.S. and global executive team in Madrid to drive enterprise initiative. Accountable for a $50MM budget

• Launched Santander (formerly Sovereign Bank) in U.S. Market in October 2013, increased brand awareness from zero to 13%, and doubled brand consideration, surpassing top-tier competitors within one year. Achieved 95% retention of customers and 20% increase in new customer deposits
• Achieved overall new customer growth for first time in four years and doubled customer engagement within two years while increasing customer retention from bank turnaround
• Achieved 20% growth in the acquisition of profitable checking accounts, 200% increase in cross-sell activity, and 10% improvement in customer retention within first six months
• Built a new product, Extra20 Checking, in a record-breaking six months, awarded most innovative banking product by Nerdwallet in 2013
• Led business transformation with CEO in 18 months, including a redesign of 3,000 branches and ATMs, new e-commerce platform that increased online acquisition by 300%, and revamped demand generation with new data and tech platform, raising conversion by 20%.

Accountable for building and launching full-service broker/dealer and evolution of 3,000 insurance agents to independent financial advisors, driving profitable business growth across multiple product lines, achieved over 30% revenue growth within a year.