The formal record — roles, skills, & credentials

Director of Customer Success, US (Nliven)

Senior Product Manager

• Owned full product strategy and roadmap for the Nliven ticketing platform, driving delivery of mobile-first consumer features, CRM integrations, and subscription solutions across a global client base
• Drove cross-functional execution across Engineering, Product, Design, and CX to streamline core user journeys — reducing friction and improving conversion from discovery through checkout
• Launched self-service exchange functionality, driving 5x adoption within 3–6 months and generating $190K+ in incremental revenue in the first 9 months ($700K+ in 18 months)
• Led beta launch of digital gift certificates, scaling revenue from $180K in the first two weeks to ~$1.76M by year two, with sustained adoption, a 50% redemption rate, and <2% void rate
• Managed enterprise client relationships and complex platform implementations (Tessitura, Archtics, Spektrix, ENTA), aligning product strategy to accelerate adoption, strengthen retention, and ensure successful migrations

Director of Information Technology

• Orchestrated seamless platform integrations and spearheaded organization-wide optimization initiatives
• Performed all platform upgrades and implemented strategies to leverage new system features, streamlining interdepartmental workflows
• Supervised Managed Service Provider (MSP) and restructured SharePoint user groups and permissions

System Administrator (Contract)

• Built and configured all events within Galaxy, web sales channels, digital communication platforms, and B2B ticketing partner integrations
• Collaborated with stakeholders to define strategy and gather requirements around new features and enhancements
• Served as technical lead for client and vendor integrations, data imports/exports, and custom reporting solutions
• Partnered with stakeholders to define requirements and drive delivery across Edge & Vessel reopening, Backyard Events, and PowerBI integration

Director of Database & Technology

Director of Database Strategy & Operations

Tessitura Operations Manager

• Owned technical roadmap across database administration, infrastructure monitoring, custom integrations, and platform upgrades for Tessitura and third-party systems
• Directed backup strategies and disaster recovery planning, including company-wide system-down drills across on-premises and Azure environments
• Upgraded internet infrastructure by installing fiber across admin and theater spaces, partnering with Shubert Alley neighbors to save $150K
• Led migration of Hayes Theater from STAR Ticketing to Tessitura, projecting $250K+ in annual savings
• Migrated legacy on-premises servers to Azure Cloud VMs and transitioned self-hosted Tessitura to SaaS (RAMP), reducing annual expenses by $40K

Development Manager, Database Systems & Reporting

• Built and maintained custom reporting tools using T-SQL, supporting development functions through email segmentation and third-party analytics
• Served as department lead for donor tracking and reporting, ensuring data integrity across all systems

Assistant Box Office Manager

• Liaised with senior management and internal departments to maintain clear cross-functional communication
• Managed interoffice personnel files in coordination with HR
• Administered daily banking, chargebacks, and accounts receivable reconciliation with the finance department

Box Office Manager

Group Sales & Training Coordinator

• Hired, trained, and supervised a team including a Group Relations Coordinator, Full-time Ticketing Supervisor, and all part-time ticketing staff
• Oversaw box office operations across Tessitura, Cisco phone systems, Ungerboeck event management, and payment gateway
• Documented ticketing department policies, procedures, and training manuals