ReSource Pro

Role Description The Customer Experience Associate provides front-line customer service support to ReSource Pro Compliance customers by processing tasks related to insurance regulatory compliance, client intake and/or sales support, responding to customer requests over phone and email. Work completed directly impacts trust and partnership with the client. In This Role, You Will: - Manage client communications by responding to emails, inquiries, billing questions, and payment confirmations in a professional and timely manner - Prepare, process, and distribute surplus lines tax reports, tax payments, and filing confirmations to clients - Communicate and coordinate regularly with state regulators to ensure compliance with surplus lines requirements and regulations - Delegate and oversee backend processing tasks while supporting operational efficiency and accuracy - Train, mentor, and provide day-to-day guidance to team members on workflows, processes, and best practices - Serve as an escalation point for client and operational issues, including participation in client issue resolution calls - Provide cross-functional support and backup coverage for leadership team members as needed - Effectively manage multiple priorities in a fast-paced environment while collaborating with clients, regulators, accounting teams, and internal departments Qualifications - High school diploma or equivalent required - Minimum of 2 years of surplus lines tax filing experience required - Proficient in Microsoft Office Suite, including Word, Outlook, Access, and advanced Excel skills - Strong customer service orientation with a passion for problem-solving and delivering exceptional client support - Excellent written and verbal communication skills, with the ability to effectively communicate with clients and de-escalate concerns professionally - Collaborative team player with a strong commitment to supporting colleagues and contributing to overall team success - Highly detail-oriented and process-driven, with a focus on accuracy, organization, and thorough documentation - Technically proficient with the ability to quickly learn and navigate multiple internal and external systems and platforms Requirements - All remote positions are based in the United States, and candidates must reside within the U.S. to be eligible for consideration. Benefits - Generous PTO plan with paid holidays + floating holidays - 100% paid Employee Healthcare on Day 1 - Eligible for all medical, dental, and vision benefits on Day 1 - 401k with employer match, vested on Day 1 - Opportunity to work for a growing, global organization. - Ability to engage with clients and internal partners to make an impact. - Organization-wide focus on growth and development Company Description Focused exclusively on the insurance industry, ReSource Pro is the trusted partner insurance organizations rely on to optimize performance, streamline operations and process engineering, and drive growth. Serving 2,000+ carriers, brokers, wholesalers, and MGAs, ReSource Pro is a recognized market leader in insurance workflow optimization, data and technology services, and strategic operating model transformation. Maintaining a 96%+ client retention rate for over a decade, ReSource Pro is the only firm serving the insurance industry to have earned a spot on the Inc. 5000 list 16 times—placing it among the top 0.02% of repeat honorees across all sectors in the Inc. list’s 40+ year history.

• Manage client communications by responding to emails, inquiries, billing questions, and payment confirmations in a professional and timely manner • Prepare, process, and distribute surplus lines tax reports, tax payments, and filing confirmations to clients • Communicate and coordinate regularly with state regulators to ensure compliance with surplus lines requirements and regulations • Delegate and oversee backend processing tasks while supporting operational efficiency and accuracy • Train, mentor, and provide day-to-day guidance to team members on workflows, processes, and best practices • Serve as an escalation point for client and operational issues, including participation in client issue resolution calls • Provide cross-functional support and backup coverage for leadership team members as needed • Effectively manage multiple priorities in a fast-paced environment while collaborating with clients, regulators, accounting teams, and internal departments

• Define and execute a comprehensive QA strategy aligned with the company's delivery model and business objectives, building the QA function from the ground up including operating model and delivery frameworks. • Establish QA service offerings, methodologies, standards, and best practices across projects, and continuously mature these processes to improve quality, efficiency, and predictability. • Develop scalable QA processes that balance onshore expertise with offshore execution, and partner with leadership to align QA capabilities with broader delivery and growth strategies. • Provide direct leadership of the QA team, including goal setting, performance management, coaching, career development, and recruitment, while fostering a collaborative and engaging team environment. • Establish role expectations, skill progression paths, and training plans for QA team members, and mentor them on insurance domain knowledge, testing best practices, and automation approaches. • Define talent needs up to Assistant Manager level and conduct talent planning to ensure staffing and technical expertise meet current and future business needs. • Oversee QA-owned deliverables across client projects, reviewing and approving test strategies, test plans, and execution approaches for complex engagements. • Partner with project managers, delivery leaders, and technical teams to align QA activities with project plans, monitoring testing progress, risks, and defects and escalating as needed. • Participate in client-facing discussions on QA approach, readiness, and outcomes, ensuring QA activities support successful UAT, production readiness, and go-live milestones. • Support continuous improvement through post-implementation reviews and lessons learned. • Establish standardized QA processes for test planning, execution, defect management, and reporting, and evaluate, select, and implement QA tools and automation frameworks (e.g., Selenium, Playwright). • Define the automation strategy and roadmap, promote integration of QA into CI/CD pipelines and Agile delivery, and collaborate cross-functionally with architects, developers, sales, and account teams to embed quality throughout the delivery lifecycle.

• Serve as a subject matter expert on core P&C insurance platforms and the broader insurance technology ecosystem. • Partner with sales and client executives to drive and refine the opportunity pipeline. • Lead client discovery workshops to assess business needs, pain points, and technical environments. • Develop high-level solution approaches, blueprints, integration patterns, and implementation roadmaps based on client requirements. • Collaborate with cross-functional teams (sales, consulting, delivery) to create compelling proposals, statements of work, and technical solution narratives for RFP responses. • Lead and support end-to-end delivery of technology engagements, from planning and design to implementation and transition, ensuring quality and alignment with client expectations. • Collaborate with both offshore and onshore teams to ensure technical alignment, delivery quality, and client satisfaction, while meeting timelines, budget, and contractual commitments. • Develop reusable accelerators (e.g., playbooks, templates, APIs) to speed deployments and lower ownership costs. • Partner with Client Executives and Sales Engineers to tailor technology solutions and drive client relationships from start to finish. • Equip sales teams with effective materials (pitch decks, use cases, briefs) to support client engagement. • Mentor junior team members, foster cross-functional collaboration, and promote best practices across teams and regions. • Strengthen partnerships with platform providers and systems integrators.

• Translate strategic objectives into well-defined epics, user stories, and technical acceptance criteria that enable autonomous, high-velocity engineering execution; • Translate strategy into detailed epics, user stories, and technical acceptance criteria that guide engineering execution. • Partner with architects to ensure system designs meet performance, security, and compliance standards across environments. • Lead backlog prioritization to maintain velocity and technical quality. • Act as a hands-on, embedded technical product leader, stepping in where needed across discovery, design, delivery, and troubleshooting to unblock teams, accelerate progress, and ensure alignment across disciplines. • Directly contribute to execution when needed (e.g., prototypes/spikes, debugging, performance tuning, instrumentation/observability, automation/CI/CD improvements) to unblock delivery and accelerate outcomes. • Leverage data instrumentation, analytics, and observability tools to assess product health, performance, and ROI. • Contribute to DevOps practices, CI/CD optimization, and automation efforts to improve release reliability and deployment speed. • Establish cycle time, flow efficiency, and throughput as primary KPIs; accountable for demonstrable improvement across assigned product areas. • Model and institutionalize AI-native product and engineering practices, including AI-assisted discovery, design, coding, testing, and operations. • Influence prioritization, sequencing, and technical investment decisions to optimize flow, balancing feature delivery, platform health, and technical debt reduction to sustain long-term velocity gains. • Partner with software engineering, architecture, and infrastructure leaders to shape technical direction and operating models that remove friction, reduce cycle time, and enable predictable, high-throughput delivery. • Lead technical discovery and product design sessions, serving as subject matter expert (SME), converting complex business and operational needs into well-structured platform capabilities; Serve as the subject matter expert (SME) for assigned products, fully owning knowledge of functionality, architecture, dependencies, and integration points. • Own outcomes across 2-4 product areas by driving cross-team dependency alignment, surfacing tradeoffs, and ensuring initiatives ship to measurable impact. • Promote hands-on collaboration between Product, Engineering, and Service Delivery, fostering a culture of transparency, experimentation, and continuous learning. • Introduce and train teams on modern product management methodologies, emphasizing discovery-driven development and customer-centric design.

Role Description As a Senior M&A Integration Manager, you will serve as the acquisition integration partner focused on ERP integrations, Accounting & Finance, Tax, and Treasury to support the planning and execution of acquisition integrations and strategic initiatives across ReSource Pro. You will partner closely with functional leadership and cross-functional stakeholders to coordinate integration activities, manage timelines, report on progress, and ensure successful execution of integration plans aligned to ReSource Pro's strategic objectives. In This Role, You Will... - Leverage the due diligence learnings for assigned functions to develop and manage comprehensive integration plans focused on facilitating the strategic investment thesis and managing integration timelines, deliverables, and key milestones while mitigating risk. - Obtain alignment from Senior Leadership Team, Corporate Development leadership, and Departmental Leadership on integration plans. Set and continually manage project expectations and timelines throughout the execution period with team members and other stakeholders. - Lead the execution of integration projects within assigned workstreams. Responsible for managing timelines, resources, and deliverables to ensure successful outcomes. Track project milestones and deliverables and drive buy-in from teams throughout the integration lifecycle. - Collaborate with leadership across their assigned workstreams, NewCo, and Integration Management Office to orchestrate integration activities and ensure alignment across workstreams. Serve as a key partner for workstream leaders participating in acquisition integrations. - Manage day-to-day execution of assigned integration workstreams to ensure milestones and deliverables are achieved. Facilitate workstream meetings, track action items, and ensure follow-up on key deliverables. Monitor progress across functional teams and provide timely project status reporting to the project team and senior leadership, escalating risks, delays, or blockers as appropriate. - Conduct postmortem reviews for assigned workstreams, identifying and documenting successful practices and areas for improvement in the lessons learned log to improve future integration processes. - Support documentation of integration strategies, playbooks, and planning materials for Integration Management Office leadership review. - Establish and maintain effective relationships with internal and external stakeholders, both onshore and offshore, including external vendors/partners, to ensure project success and alignment with business goals. - Communicate expectations to team members and stakeholders in a timely and clear fashion. Liaise with stakeholders on an ongoing basis. - Ensure adherence to project management best practices, methodologies, and tools to drive consistency and quality across projects. - Provide project management leadership and coaching to team members within supported functions. - Identify and recommend improvements to M&A integration processes, tools, and methodologies based on project learnings. Qualifications - Bachelor's Degree - 5-7 years' experience in project management - 3-5 years' minimum experience in mergers & acquisitions; High level of knowledge of M&A integration lifecycle - IMO and finance/accounting M&A focused experience preferred - PMP, CCMP, or like certifications preferred - Experience with ERP (Oracle, SAP, Workday, etc.) integrations/migrations and project management tools (ClickUp, Asana, Monday.com, etc.) - High collaboration and ability to build positive relationships with team members and stakeholders - Strong analytical and problem-solving skills with the ability to synthesize complex information - Ability to manage multiple priorities in a fast-paced environment - Excellent communication and stakeholder management skills; Exceptionally high level of attention to detail - Project management and change management: ability to hold others accountable to project deadlines, follow up with stakeholders, etc. and drive project forward; ability to guide others through the change management process Benefits - Generous PTO plan with paid holidays + floating holidays - 100% paid Employee Healthcare on Day 1 - Eligible for all medical, dental, and vision benefits on Day 1 - 401k with employer match, vested on Day 1 - Opportunity to work for a growing, global organization. - Ability to engage with clients and internal partners to make an impact. - Organization-wide focus on growth and development Compensation Our salary ranges are based on paying competitively for our size and industry, and are one part of the total compensation package that also includes annual bonus eligibility, benefits, and other opportunities at ReSource Pro. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, skillset, geography, and balancing internal equity relative to other ReSource Pro employees. This is a remote position, and the salary range for most locations for this role is $96,655 - $163,676 annually. The salary range may vary based on experience and on the specific geographic location in which the candidate resides. Interview Process To be considered for this position, please submit your application. If you meet the qualifications for the role, a member of our Talent Acquisition team will be in touch to schedule an interview via zoom. The standard interview process includes: - Behavioral Interview with Talent Acquisition - Online talent assessment - Hiring Manager Interview - Stakeholder Interview - *Additional interview steps may be added depending on the position or if further evaluation is needed. Disclosure: Candidates are evaluated at each step of the process. As a result, not every candidate will complete all steps in the process.

• Leverage the due diligence learnings for assigned functions to develop and manage comprehensive integration plans focused on facilitating the strategic investment thesis and managing integration timelines, deliverables, and key milestones while mitigating risk. • Obtain alignment from Senior Leadership Team, Corporate Development leadership and Departmental Leadership on integration plans. • Set and continually manage project expectations and timelines throughout the execution period with team members and other stakeholders • Lead the execution of integration projects within assigned workstreams. • Responsible for managing timelines, resources, and deliverables to ensure successful outcomes. • Track project milestones and deliverables and drive buy-in from teams throughout integration lifecycle • Collaborate with leadership across their assigned workstreams, NewCo, and Integration Management Office to orchestrate integration activities and ensure alignment across workstreams. • Serve as a key partner for workstream leaders participating in acquisition integrations • Manage day-to-day execution of assigned integration workstreams to ensure milestones and deliverables are achieved. • Facilitate workstream meetings, track action items, and ensure follow-up on key deliverables. • Monitor progress across functional teams and provide timely project status reporting to the project team and senior leadership, escalating risks, delays, or blockers as appropriate • Conduct postmortem reviews for assigned workstreams, identifying and documenting successful practices and areas for improvement in the lessons learned log to improve future integration processes • Support documentation of integration strategies, playbooks, and planning materials for Integration Management Office leadership review • Establish and maintain effective relationships with internal and external stakeholders, both onshore and offshore, including external vendors/partners, to ensure project success and alignment with business goals • Communicate expectations to team members and stakeholders in a timely and clear fashion. • Liaise with stakeholders on an ongoing basis • Ensure adherence to project management best practices, methodologies, and tools to drive consistency and quality across projects • Provide project management leadership and coaching to team members within supported functions • Identify and recommend improvements to M&A integration processes, tools, and methodologies based on project learnings

• Lead solution design conversations directly with clients and prospects, owning the solution narrative in sales meetings. • Blueprint detailed solutions encompassing data, analytics, automation, agentic workflows, and process transformation across BPM, Consulting, Audit, Compliance, Tech Services, and AI/Agentic capabilities. • Conduct detailed needs assessments and lead consultative client discussions across carrier, MGA, and broker segments. • Collaborate with OpEx and Finance to model and price deals, directly owning the solution assumptions that feed the pricing model. • Participate in the pricing approval gate before terms are issued to flag over-commitment or margin risk early. • Work directly with the AI Factory and AI Strategists to translate emerging AI capabilities into deployable, client-ready solution designs. • Document repeatable solution patterns and contribute to packaged offering development for each practice vertical. • Train Commercial Leaders and Client Executives on solution design fundamentals and new offering capabilities. • Participate in New Business Meetings to provide early-stage solution input before deals are formally shaped. • Standardize and streamline assessment and proposal workflows across the GTM team.

• Serve as the senior onshore point of contact and strategic liaison between senior client contacts, internal stakeholders, and all relevant functional teams. • Own the account through the full transformation lifecycle, maintaining VP- and C-level relationships on the client side. • Oversee complex onboarding and existing work conversions to tech-enabled service offerings, ensuring initiatives go live on time. • Lead regular Executive Business Reviews (EBRs) and account health check-ins while establishing client-facing reporting and internal key metrics monitoring. • Act as the senior owner for service delivery performance across assigned strategic accounts, ensuring adherence to SLAs, KPIs, and contractual and operational obligations. • Initiate and oversee tech-enablement projects by collaborating with Service Delivery, internal and external tech partners, and key client contacts to define scope, approach, and execution. • Develop and deepen executive-level and senior stakeholder relationships, positioning ReSource Pro as a trusted advisor and strategic partner. • Identify expansion signals within the account and partner with Sales and Account Management to shape proposals, close opportunities, and support cross-tower growth. • Maintain current account documentation in Salesforce and completely own the account health record. • Lead and influence a 10–30 person cross-functional Pod team drawn from SDU, OpEx, Global Account Management, Tech Enablement, AI Factory, Operations Advisory, and Tech Services.

• Serve as the senior point of contact and strategic liaison between key clients/internal stakeholders and operational units, leading complex onboarding efforts and owning the end-to-end tracking of high-impact requests through established workflow/ticketing systems (30% of time). • Act as the senior owner for service delivery performance across assigned accounts, monitoring KPIs/SLAs, overseeing major incidents to drive root-cause analysis, championing continuous process improvements, and producing executive-ready performance reports (30% of time). • Develop and deepen executive-level relationships, driving sustained revenue and account growth by leading structured, data-driven QBRs and proactively identifying upsell, cross-sell, and solution expansion opportunities in partnership with Sales and Account Management (30% of time). • Collaborate with co-workers and supervisors to meet client needs, look for opportunities to build expertise in underwriting, and serve as a resource and mentor to junior team members while helping lead new hire training (10% of time). • Support a positive, respectful, and collaborative workplace culture by promoting open, solution-oriented communication, encouraging teamwork, and maintaining a focus on shared goals and productivity.