Ryan Arnold arnoldrm@icloud.

com
585.705.4444

LEADING GROWTH AND KEY TRANSITIONS: REVENUE • MARGIN • SALES • SUCCESS • SUPPORT

CONSISTENT FINANCIAL DELIVERY CHANGE CHAMPION TALENT DEVELOPER

• Stable results which meet / exceed budgets • Capable of delivering in crisis • Balanced hiring for aptitude and culture
• Resilient against changing objectives • Analytical, but decisive leadership • Highly balanced with growth and stability
• Agile to market and customer outcomes • Diverse business segment experience • Courage to either invest in or upgrade teams

CUSTOMER AND REVENUE LEADERSHIP

Chief Executive Officer | Pipette.com / Qualer Software / Oxford Lab Products – San Diego, CA (Remote) (2022 - Present)

• Executive leadership for three operating companies in a privately held portfolio, guiding owner-operator transition to chairman and
facilitating Chief Executive's early retirement. Developed a 36-month divestment strategy.
• Optimized service staffing, capacity, and pricing to drive a 17% CAGR revenue growth at a 57% lab contribution margin.
• Successfully launched a greenfield calibration service laboratory in the Eastern US, creating headroom for future service expansion.
• Implemented workforce planning and bonus mechanisms for technical staff, resulting in a significant 55% reduction in service turnaround
times; from over 8 to under 4 days per service order.
• Coached SaaS sales leader in team restructuring, budgeting, quota setting, and pipeline development. Achieved five consecutive quarters
of service bookings and realization growth, leading to 45% ARR and total revenue growth in the recently closed operating year.
• Led companywide restructuring and financial reset, reducing operating expense by nearly 20% and reducing cash burn and extending
runway in some units, while restoring profitability in others to reset operating balance due to post-COVID laboratory product contraction
• Implemented staff resizing and upgraded 60% of senior-level positions through two rounds of upgrading talent within one fiscal year.
• Consolidated corporate leases, reducing occupancy costs by 30%. Extended liquidation of expiring sterile inventory and negotiated
preexisting disputes to settlement, lowering liabilities and extending payables over 6 quarters to minimize cash exposure.
• Developed the company's first strategic operating plan, incorporating talent management, succession planning, and performance-based
incentives for full-time staff based on revenue, gross margin, and EBITDA.

Other position held: Chief Growth Officer

Director, Sales Operations | Precision Optical Transceivers. – Rochester, NY (2021-2022)

• Led a rapid one-year transformation effort to operationalize the customer focused approach to the business from the inside out.
• Evaluated, recommended, and executed a successful stabilization of customer support positions and pay, through hiring and promotion
plans. Executed changes with zero customer attrition, while impacting account teams covering 40% of revenues under management
• Addressed hundreds of hours of technical debt in Salesforce, enhancing ease of use, security, and upgrading from legacy UI
• Implemented in-app automations, reducing manual admin actions by 3-5% annually. Restructured and negotiated software license
agreements, driving 20% annual savings in-category. Reinvested savings to expand technology infrastructure, expanding CRM, Live Chat,
Account Planning, and Data Enrichment apps to multiply gains on neutral or reduced budget.
• Revised and authored SOP’s and work instructions for all ISO/QMS processes owned by sales, marketing, and support, leading the
organization in implementing ISO9001 quality management system and preparing for audit.
• Accelerated digitization of core back-office functions, including procurement, customer setup, reporting, legal, and RMA.
• Built a roadmap, drove employee discovery, captured documentation, and secured business requirements in a digestible format to prepare
for integration projects for: return authorization, order tracking/shipping, customer account profiles and order entry digitization.
• Revitalized all sales team cadences: improving engagement in training calls, account business reviews, and facilitating National Account
collaborations. Developed and deployed an account segmentation plan, maximizing sales team coverage and territory/comp structures.

Executive Master of Business Administration (2018) | Quantic School of Business & Technology
Bachelor of Arts (2007) | Fredonia, The State University of New York | Political Science & Journalism
 Ryan Arnold arnoldrm@icloud.com
585.705.4444

Senior Director, Customer Development & Sales Integration | Transcat, Inc. – Rochester, NY (2017 – 2021)

• Grew net new business results in consecutive periods by 4.3x in 24 mos.; results expanded by $7M from $2.1M to $9.1M in new bookings.
• Full accountability for $50M service retention budget and staff; grew from 95% to 107% in net retention while sustaining net negative churn
(growth) in all 8 quarters following restructuring. Successfully hired and handed unit off to new customer operations leader.
• Led pricing optimization effort to expand gross margins more than $1M in a 4-quarter span, including leadership and remediation of
7-figure clients. Through this optimization, we were able to achieve the above results and simultaneously expand NPS score to 60%+
• Mentored employees, leading to promotions/transfers while using performance management to replace under-performing staff.
Reclassified positions and compensation to achieve growth while holding payroll flat as a percentage of revenue and margin.
• Fully replaced and rebuilt management team to prepare for scalable/strategic customer support for a 250k annual resolution contact center
• Served 3x in M&A capacity: due diligence through integration in various capacities at all levels - from influencer to direct budgetary owner.
• Navigated teams through COVID-19, stabilizing sales and support, while compressing costs to balance budget/margins in volatile market.
• Drove $4.4M of SQL pipeline and 23% conversion to $1M of bookings via inside sales cross-selling program, during pandemic.
• Learned, appreciated, and executed against the rigor of public company cycles with NASDAQ board of directors accountability.

Other positions held: Manager of Service Sales, Director of Customer Success.

Vice President of Sales | Loupe Loyalty – Western NY (2015 –2017)

• Joined as an individual contributor, setting the pace, and leading the sales effort to successfully launch several hundred net new accounts into
SAAS transition. Assumed a leadership role and implemented CRM, SDR platform, partners, and outsourced lead generation programs. Fed
agile product requirements, resulting in the successful launch of 3 mobile apps and a six-figure white-label enterprise loyalty solution to AAA
and Blue Cross Blue Shield Association Member companies. Led the company through a reorganization, transitioning from an outside sales
model to an inside sales model, reducing OpEx, while significantly increasing pipeline velocity.

Regional Manager of Business Development (Mid-Market) | American Express Company - Charlottesville, VA (2014 - 2015)

• Managed a $50M portfolio within Global Corporate Payments, achieving a significant 24% growth ($10M) in the first year through effective net
new, expansion, and cross-selling efforts. Secured executive commitments for C-Suite programs and successfully implemented them across all
levels. Generated over tens of thousands of financial incentives through strategic supplier identification and negotiation. Successfully impacted
cash conversion cycle goals in diverse vertical markets. Retained and sustained performance despite a 15% reduction in workforce.

FORMATIVE EARLY-CAREER EXPERIENCES

Sales Consultant (SMB) | Paychex, Inc. - Central VA (2010 - 2014)

Station Manager | Enterprise Holdings, Inc. - Rochester, NY (2009 - 2010)
Regional Internship Coordinator (Contract Role) | College Pro US, Ltd – Kansas City, MO (2008)
Expansion Consultant | Tau Kappa Epsilon International Fraternity - Indianapolis, IN (2007-2008)

Proficient in multiple leading cloud-based CRM, Collaboration, Analytics and Productivity tools expected at this career stage.
Adept at on-site and remote leadership, willingness to travel and collaborate as necessary and appropriate.
Abundant references available across a wide span of influence: from executives to direct/indirect staff

Executive Master of Business Administration (2018) | Quantic School of Business & Technology
Bachelor of Arts (2007) | Fredonia, The State University of New York | Political Science & Journalism