Mariellynn Maurer
Director of Customer Success at Seattle Technology Group, Inc. (STG)- Claim this Profile
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Bio
Credentials
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CCEP
ACCED-IOct, 2002- Oct, 2024
Experience
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Seattle Technology Group, Inc. (STG)
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United States
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Events Services
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1 - 100 Employee
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Director of Customer Success
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Sep 2022 - Present
Implementations o Scheduling & Onboarding new Iris clientso Implementation project managemento Working with implementor and client to complete and close implementationso Training Clients - Iris Conference & RegistrationCustomer Success / Account Management o Leading customer initiatives across STG and onboarding people to STG/Iriso Responsible for STG client Account Management (100+ Schools)o Customer Retention & Product usage▪ Director to Director (Senior) relationships▪ In-Scope / Out of Scope Support and New Module sales▪ Change & Feature Requests documentation▪ Post release feedback loops▪ Leading customers to existing solutions or selling custom solutionsSales Supporto Pre-Implementation resource for sharing with prospective clients Iris use caseso ‘Director to Director’ conversations during sales process
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William & Mary
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United States
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Higher Education
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700 & Above Employee
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Director, Conferences, Events, and Osher Lifelong Learning Institute at William & Mary
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Sep 2020 - Sep 2022
• Leading both Conference & Event Services and Osher Lifelong Learning Institute (OLLI) at William & Mary’s strategic efforts to meet the needs of students, faculty, staff, and visitors through campus services that ultimately contribute to the fund balance and support of the mission, vision, and values of William & Mary.• Cultivate and guide two departments consisting of 7 full-time staff members, 16 student staff members.• Develops, monitors and manages department budgets ensuring accurate and sound financial condition of the departments to include the administration of working agreements with service providers as well as outside third-party vendors, managing and reconciling accounts for registration services clients. • Develops and maintains strong working relationships with service providers, campus departments, and faculty to establish effective partnerships. Implement procedures that promoted personal service with conference planners and include tools that are customer service friendly. • Coordinates with a volunteer advisory board that recruits and reviews course instructors and offerings for OLLI at William & Mary involving members in fulfilling its purpose through programming, growing membership, and developing long-range plans.• Responsible for marketing and contracting of Kimball Theatre for use by all groups, excluding those executed by W&M Theatre.• Oversee marketing designs and materials to include the semester catalogs, produce monthly newsletters and other membership and departmental correspondence, ensure the integrity of the department websites and social media accounts.• Builds and maintains relationships across university departments to ensure successful customer service for clients and positive and collaborative working partnerships.• Maintains department accreditations and promotes department industry wide by presenting at professional conferences and participating in benchmarking efforts, award submissions, and highlighting efforts.
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COVID-19 Case Manager & On-Campus Quarantine & Isolation Coordinator (COVID Re-Assignment)
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Jun 2020 - Sep 2022
**Temporary Re-Assignment During COVID Pandemic (pause on conferences & events with external guests to the university) • Triaged on-campus COVID-19 cases to confirm mitigation measures required by the university, state, and CDC guidelines. Mitigation measures include designating on or off-campus housing for isolation/quarantine periods. • Provided contact tracing for known positive cases to identify close contacts and activate testing and quarantine mitigation protocols to limit the transmission of COVID-19 on campus.• Collaborated with campus stakeholders to provide university-sponsored testing and resources to active cases.• Coordinated on-campus isolation/quarantine arrangements for on-campus residential students and act as a concierge for their individual needs while in residence. Individual needs include providing bed and bath linens, basic amenities, and meal/package delivery (June 2020-June 2021).
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Director, Conference & Event Services
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May 2011 - Oct 2020
• Supervised and managed all aspects of the Conference Services Office (i.e. marketing, personnel, budget, communications)• Developed and maintained an ongoing internal and external quality assurance/evaluation program (i.e. guests, staff, vendors)• Developed and launched the department’s virtual events services to include registration services, use of Zoom Meeting/Webinar, customized conference landing page, and moderation services. Additional services include on-site production of virtual content and streaming services.• Researched, developed, and managed department website; Answered emails sent to the department address• Coordinated and planned with campus departments (i.e. parking, athletics, dining services, registrar, residence life, student activities, campus police, facilities management/maintenance); Set department goals and objectives for future• Disseminated information regarding conferences to college departments via written communications and pre-con meetings• Recruited, hired, trained, and coordinated staff development program for full and part-time employees• Supervised the administration of and served as security administrator for scheduling and database systems.• Researched, developed, wrote, and maintained databases tracking conference profiles, registrations, and campus information• Marketed overall program and coordinated 80+ national and international conferences and events annually produced on and off-site with attendance ranging from 10 to 3200 participants and lasting 1 to 45 days• Managed $1 million departmental budget to include fiscal projections, account reconciliation, and annual report of statistics• Coordinated RFP process, negotiated and executed agreements for off-site facilities, registration services, vendors/groups
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Sales Manager
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Oct 2002 - May 2011
• Responsible for the SMERF market segments: social, educational, reunions, fraternal• Negotiate and contract group rooms for aforementioned market segments• Coordinate all on-site meeting logistics and catering needs for all William and Mary/VIMS conferences• Contribute to increasing overall group guest room revenue• Conduct sales calls and attend trade shows for assigned market segments; Conduct site inspections for clientsAWARDS: Employee of the Year 2004 • Responsible for the SMERF market segments: social, educational, reunions, fraternal• Negotiate and contract group rooms for aforementioned market segments• Coordinate all on-site meeting logistics and catering needs for all William and Mary/VIMS conferences• Contribute to increasing overall group guest room revenue• Conduct sales calls and attend trade shows for assigned market segments; Conduct site inspections for clientsAWARDS: Employee of the Year 2004
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Catering Sales Manager
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Jul 2000 - Oct 2002
• Coordinate all on-site meeting logistics and catering needs of government, social, corporate, and association meetings• Communicate upcoming conference/event arrangements to all hotel departments via written event orders and daily meetings• Serve as Wedding Coordinator for hotel; Conduct site inspections of property for clients• Market, contract, plan and execute social and day functions for the hotel; Conduct hotel-wide pre-conference meetings• Create marketing brochures for Catering Department; Exhibit at industry related trade shows; Make local sales calls• Ensure proper billing and payment for events booked at hotel; Assist in monthly budgeting for department• Serve as department liaison to General Manager’s Roundtable Committee
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Director, Conference Services
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Sep 1998 - Jun 2000
• Supervised and managed all aspects of the Conference Services Office (i.e. marketing, personnel, budget, communications)• Developed and maintained an ongoing internal and external quality assurance/evaluation program (i.e. guests, staff, vendors)• Researched, developed, and managed department website; Answered emails sent to the department address• Served on Campus Management Team for system software development; Served on Capital Outlay Committee• Coordinated and planned with campus departments (i.e. parking, athletics, dining services, registrar, residence life, student activities, campus police, facilities management/maintenance); Set department goals and objectives for future• Disseminated information regarding conferences to college departments via written communications and pre-con meetings• Developed and annually reviewed printed materials for conference office (i.e. campus map, directions, manuals, brochures)• Researched, developed, wrote, and maintained databases tracking conference profiles, registrations, and campus information • Marketed overall program and coordinated 80+ national and international conferences and events annually produced on and off-site with attendance ranging from 10 to 2000 participants and lasting 1 to 45 days• Managed $1 million departmental budget to include fiscal projections, account reconciliation, and annual report of statistics• Negotiated contracts for hotels, registration services, vendors, and conference groups• Presented training sessions on staff development, staff training, and customer service at local and national levelsAWARDS: Outstanding New Conference & Events Professional Award, ACCED-I - 1999
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Operations Director/Conference Coordinator
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Mar 1996 - Sep 1998
• Assisted in developing marketing efforts, writing and reviewing publications, and distributing information to campus offices• Developed, coordinated, and executed training schedules, materials and staff development program for seasonal staff• Coordinated and assisted in hiring all seasonal staff; Directly supervised all seasonal staff• Managed the seasonal conference welcome center; Organized work schedules for staff; Conducted campus tours for guests• Administered user accounts on Local Area Network for all staff members• Authored and edited Auxiliary Services quarterly newsletter; Served on Auxiliary Services Staff Development Committee
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Conference Manager, Conference Services Office
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Jan 1995 - Aug 1995
• Authored and edited weekly department newsletter; Published upcoming group information for campus service providers• Arranged logistics of conferences and sports camps (i.e. coordinated parking, check-in, check-out, registration, meeting rooms, a/v, athletic fields, dining, billing, maintenance); Assisted guests regarding local information and events• Maintained accurate and updated correspondence with group leaders, vendors, and campus service providers• Assisted in hiring and training Conference Aides; Scheduled and supervised Conference Aides• Assisted in managing summer conference welcome center
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University Centers - Night and Weekend Supervisor
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May 1993 - May 1995
• Supervised building and staff at the College’s two student unions• Accounted for monetary sales at student union candy/convenience counter; Provided customer service at Information Desk• Supervised events, meetings, conferences, and concerts held in building• Responsible for a/v and room set-ups for all events in buildings• Secured facility upon completion of events and confirmed closing with Campus Police• Maintained accurate logs of activities and correspondence for full-time professional staff
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Conference Assistant
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May 1994 - Aug 1994
• Maintained high standards of customer service and monitored quality assurance of conference welcome center• Prepared guest registration packets and keys for check-in; Organized check-out for groups; Welcomed and greeted guests• Inventoried keys and compiled lost key information for billing and replacement purposes• Maintained daily group census of guests on campus for billing• Executed all set-up needs for upcoming conferences and staffed office shifts in conference welcome center• Coordinated maintenance and housekeeping services for assigned conference groups
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Education
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2014 - 2015
LEAD Historic Triangle Class of 2015
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1990 - 1995
William & Mary
BA, English, Secondary Education
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