Richard Rinehart
Brunswick,MD
Summary
Top-producing senior executive with extensive management experience in leading IT services organizations, including service delivery, sales management, operations management, and business development. High-integrity strategic leader who consistently exceeds revenue targets and delivers best-in-class customer support and professional services. Proven track record of directing client-centric business operations, planning and executing global services and customer success programs, and designing strategic customer engagement processes/practices to achieve financial, employee, and client success measures. Skilled in developing customized services offerings for customers and prospects and delivering operational leadership across global services teams with a focus on process efficiency, metric standardization, and continuous improvement in operational efficiencies and customer experience.
Overview
20
20
years of professional experience
Work History
Head of Operations
Acknowledge Farms
05.2024 - Current
- Provide operations support and direction for a start-up regenerative organic farm and CPG Brand
- Responsible for contract management, product development, product management, sales & marketing, manufacturing, fulfillment, and financial management
- Develop key performance indicators (KPIs), benchmarks and operational processes and procedures to optimize business operations and maximize profitability
- Streamlined operations and reduced annual expenditures by 40%
Consultant
RR Advisory Services
01.2018 - Current
- Provide innovative solutions and strategies that drive competitive advantage and improve operational results
- Core areas of expertise are enhancing operational efficiencies, defining key performance indicators (KPIs), optimizing IT services offerings and strategies, and accelerating go-to-market strategies that deliver measurable outcomes and drive business success
Director of Operations
Birdivu
08.2023 - 12.2024
- Established and managed the day-to-day operations of an ecosystem of vertical businesses to provide all services associated with the purchase, sale and ownership of real estate
- Developed key performance indicators (KPIs), benchmarks and operational processes and procedures to deliver best-in-class service to all internal and external stakeholders
- Established strategic relationships across lines of business to drive innovation, teamwork and collaboration, and establish a common vision for customers
Senior Vice President (SGI Global Services) | President (SGI Federal)
Silicon Graphics International (SGI)
01.2010 - 10.2017
- Defined and directed overall operations of global organization, including all aspects of customer support, professional, and consulting services sales, delivery, and account management
- Delivered strategic leadership to a team of over400 services professionals and encouraged them to achieve set goals
- Delivered best-in-class customer support, professional, and field services as well as account and warranty management while developing global services organization to support SGI growth strategy
- Optimized cross-functional engagement and customer satisfaction by planning and executing comprehensive voice of the customer and net promoter program
- Built best-in-class high-performance computing and data analytics solutions for federal government and large federal system integrators
- Enhanced support services attach at point-of-sale by45% by expanding support services offerings in line with product sales
- Decreased annual service delivery costs by27% and increased customer satisfaction by9% via data-driven metrics approach and customer support service
- Managed the entire SGI Federal subsidiary, including business development, contracts/legal, sales, partner management, and services delivery, producing over $200M of revenue
Vice President (Global Customer Services)
Sun Microsystems, North America
01.2005 - 01.2010
- Managed an organization of1,400 services delivery personnel throughout North America, which contained all aspects of support services, managed services delivery, and account management
- Led full-stream services delivery P&L with budget of $500M and $1.4B in support services and managed services revenue
- Secured additional services revenue of $30M by increasing services attach rate and ensuring alignment with services sales
Education
Master of Science (MS) - Business Administration
Central Michigan University
Mount Pleasant, MI12.1988
Bachelor of Science (BS) - Information Systems Management
University of Maryland
College Park, MD12.1986
Skills
- Operations Management
- Customer Success & Retention
- Continuous Process Improvement
- KPI Definition & Monitoring
- P&L Management
- Revenue Growth & Profitability
- Customer Success & Retention
- Strategic Planning
Accomplishments
- Generated $180M services revenue through effective management of full-stream worldwide services P&L with $90M budget.
- Decreased annual services delivery cost by $54M by delivering organizational change initiatives.
- Improved support services sales attach rate at point-of-sale by45% through delivery of outstanding sales services.
- Achieved reduction in service delivery costs by27% while obtaining #1 services sales team ranking.
- Accelerated consulting services revenue by47% through the development of new professional services offerings.
Timeline
Head of Operations
Acknowledge Farms
05.2024 - Current
Director of Operations
Birdivu
08.2023 - 12.2024
Consultant
RR Advisory Services
01.2018 - Current
Senior Vice President (SGI Global Services) | President (SGI Federal)
Silicon Graphics International (SGI)
01.2010 - 10.2017
Vice President (Global Customer Services)
Sun Microsystems, North America
01.2005 - 01.2010
Master of Science (MS) - Business Administration
Central Michigan University
Bachelor of Science (BS) - Information Systems Management
University of Maryland
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