- Partner with Sales, Marketing, Product, and Engineering departments to facilitate operational and strategic initiatives for our organization, reporting into the VP of Customer Success- Lead a team of Business Process Managers and a technical writer, within the Customer Success Department to implement and maintain company wide software systems and workflows- Develop and implement Salesforce solutions to analyze the KPI's of our Customer Success staff- Identify client contract violations and pursue resolution with my team in conjunction with legal council- Provide strategic advisory services for our Customer Success Managers in resolving sensitive client issues

Acquired by Eventbrite: February 2016Product Management- Creative input for direction of iOS & web app- Collect and interpret client feedback to improve SAAS ticketing platform- Evaluate 3rd party software tools for integration- Authored SRS documentation for Web application- Designed and administered QA tests for new software release candidatesClient Services- Managed client on-boarding, product training, customer support, and integration processes for new and returning clients- Established and managed domestic and international field ops processes for on site deployments- Worked with clients and vendors to produce credentials (RFID / QR), web sites, festival merchandise, printed material, etc.- Produced and reviewed event reports with clients regarding financials, attendance, staffing, etc.Field Operations (music festivals, music venues, and brand activations)- Assessed event needs with Client Services, coordinating with Support and Engineering departments, to assemble, schedule, and deploy our in-house and/or local part time staff at client engagements - Provided software training, management, and support to Box office/Will call, Guest list, VIP, Media, and Artists at music festivals, venues, conferences, etc.- Conducted performance reviews with company staff and local contractors at the end of each deployment

- Oversaw all in-house accounting functions- Finance lead on new implementation projects- Designed pricing structure and implications of domestic & international product offerings- Financial statement preparation and analysis- Monthly revenue recognition across 5 income streams to over 130 clients- Utilized project accounting techniques to track financials of managed venues and festivals- Process improvement and design