Surety platform implementations are historically challenging with large established carriers. For example, 70% of Tinubu customers have experienced a failed implementation with other technology providers.
At Tinubu, one reason we're good at platform implementations is our commitment to successful onboarding and the caring people behind it. We don’t just get customers live. We also ensure they can get the most out of their new Surety technology system and that it’s properly set up to meet their workflow needs.
Justine Dong, Tinubu’s Director of Professional Services, oversees the onboarding teams for carriers and brokers. She didn’t start out in Surety, where she is becoming well known for bringing a fresh perspective. She also didn’t start out in Florida. But this New York transplant has found a lot to like about both.
How long have you been with Tinubu?
I’ve been with Tinubu for about six months now. Previously I worked at a company called Accesso, where I led the onboarding, implementation, and operational excellence teams. We provided SaaS solutions for industries like aquariums and attractions. My background is in implementation, having started as a specialist and then advancing to manager, director, and VP roles.
How do you like working at Tinubu so far?
It’s been great! I wanted to return to a smaller organization where I could make a more direct impact. What I find really appealing is the opportunity to connect the dots between technology and business operations. Every client has unique needs, and I enjoy helping figure out how to deliver tailored solutions. What also stands out is the passion people have here. Both internally and externally, there’s a strong commitment to the Surety industry, and that energy has been clear from day one.
What are your thoughts on the company’s growth and future direction?
I see a lot of potential in Tinubu’s future. We’re moving in a direction that allows for more seamless integration between various players in the Surety ecosystem. One of the things I’ve heard from clients is that we’ve been able to succeed where others have failed. That’s a strong point for us, along with our team's desire to actively listen to and partner with our clients. The fact that we’re able to help businesses go live after previous failed attempts is a big differentiator. Our ability to help businesses modernize and deliver on our promises is a key factor in our continued growth.
Do you have any professional goals at Tinubu?
One of my main goals is to break the perception that onboarding is a long and cumbersome process. We’re focusing on making the onboarding process even smoother and more efficient. Historically, customer success and professional services were part of the same organization, but now there’s a true focus on the importance of onboarding from the very beginning of the client journey.
You’re from New York, so do you follow basketball?
I'm a hockey fan, actually! And I just made the trek down to Tampa as we had the Battle of Florida in the First Round of the Stanley Cup Playoffs. We had the Panthers, who won the Stanley Cup last year, and are trying to go for a repeat as they progress further into the Playoff series, against the Tampa Bay Lightning, which is the team I follow: they won back-to-back championships in 2020 and 2021. Hockey isn’t the first thing you think of when you imagine the “Sunshine State,” but even close to the Maitland office, we have a local lower hockey division team presence. The Orlando Solar Bears train in a facility close to the office and play in Downtown Orlando where I recently went to a game to celebrate my birthday.
