I led product work on the client portal for a B2B payment optimization and recovery platform. The platform helped merchants improve payment performance by surfacing payment outcomes, identifying failure patterns, supporting recovery workflows, and helping teams understand where value was being created.
The portal was the main customer-facing experience for reporting, diagnostics, user management, and integrations. The rebuild was not just a UI refresh. It required rethinking how the product communicated value, exposed diagnostic detail, supported self-serve integrations, and reduced dependency on Customer Success and Engineering.
The existing client portal was built on a legacy stack with clunky authentication, inconsistent user flows, and an overloaded report set.
It was not reliably supporting two core jobs:
The rebuild created an opportunity to modernize the portal, but also to rethink the reporting model, payment terminology, integration flows, and customer-facing value narrative.
Performance reporting was closely tied to customer retention.
If customers could not clearly understand approved customer value over time, how payment performance was changing, and where the platform was helping optimize payment patterns, they were more likely to question the product’s impact.
That made the reporting work high-stakes. It needed to be accurate enough for trust, clear enough for customer conversations, and structured enough to support renewal and performance review discussions.
I owned product direction and execution across reporting, diagnostics, integrations, and portal workflows.