Kate Rube

Master's

Civil Engineering

International WELL Building Institute

Senior VP and Client Success Team Manager

- Developed the organization's client support program and model - Built and manage a global team across four continents, which supports more than 40,000 - Manage client support for global real estate companies and more than 100 Fortune 500 companies - Met annual client renewal rates of 90% in 2023, exceeding target of 75 - Lead development of full-service client resources, including reports, webcasts, data analysis, template slide - Organization won 2023 Inc. Power Partner Award based on Client Success team's customer support - Oversee management of the IWBI knowledge base, which includes more than 400 tutorial articles for clients, with 360,000 views per year - Created IWBI customer support model, including build out in the Zendesk platform, development of contractor and staff training, and SOP development to manage more than 13,000 messages annually - Provide internal and external training for sustainable space design and operations, including on - Manage the development of ESG resources for clients and consultants - Increased percentage of portfolio clients that include WELL in ESG reporting to 67 - Oversee development of WELL client reports for ESG strategy and reporting, including on UN Sustainable - Development Goals and GRESB - Project managed development of the WELL Health-Safety Rating for Facility Operations and Management, a product to help clients address COVID-19 response through cleaning, air quality, and emergency preparedness protocols - Facilitated development of the rating product in 30 days from start to launch in 2020 - Rating was pursued by 345 clients within 6 months, totaling 663 million square feet in real estate and yielding $1.5 million in revenue for IWBI during this initial period - Lead for WELL at scale product development and project management, the world's first health and well-being rating program for portfolios and companies - Project managed development of the program and customer support model to scale WELL across - Created IWBI awards program and leaderboard for clients - More than 100 global clients currently subscribed, including JLL, Lendlease, Citi, Barclays, T-Mobile, EY - RXR Realty, Cadillac Fairview, Charter Hall, Investa, JP Morgan Chase, and Uber