Marissa Marsh

• Provide astute leadership to a dynamic department encompassing three focused Customer Success teams: Onboarding, Customer Success, and Attendee Relations, which collectively comprise 25 highly proficient team members.
• A central achievement in my role involved spearheading the establishment of the Member Concierge department, encompassing the development and implementation of streamlined processes, comprehensive onboarding training, and the deployment of cutting-edge tools to elevate operational efficiency.
• In my capacity as a strategic leader, I meticulously create, manage, and optimize Key Performance Indicators (KPIs), metrics, and a performance-based bonus structure, ensuring alignment with organizational goals and driving a culture of excellence.
• Effectively communicating insights and progress to senior leadership, I present weekly metrics, actively addressing pain points, and proposing innovative process enhancements to continuously refine our operations and results.
• Have led the team to achieve an impressive 80% conversion rate on pitches, successfully driving prospects from onboarding to deal closure, thus significantly impacting the organization’s revenue growth.
• Successfully implemented ChurnZero playbooks and processes, fortifying our customer retention efforts and enhancing overall customer satisfaction.

• Played a pivotal role as one of two key members driving the company’s successful transition to a virtual environment, achieving significant milestones in the process.
• Core responsibilities centered around delivering unparalleled attendee experiences, both in-person and virtually, by overseeing seamless scheduling, robust communications, and efficient coordination.
• Led a high-performing team of four operations coordinators, I assumed a mentorship role, equipping them with comprehensive training on company-wide processes, resulting in enhanced operational efficiency and team cohesion.
• Adept at data-driven decision-making, I assumed responsibility for overseeing operational metrics and generating insightful reports, providing valuable insights that informed strategic planning and optimization.
• In my capacity as the primary point of contact for event sponsors, I skillfully built and nurtured strong relationships, prioritizing retention and delivering tailored support to ensure their continued satisfaction and partnership.

• Strategically identified and capitalized on business opportunities within the IT landscape, showcasing an in-depth understanding of vendors’ unique needs and market dynamics to maximize client acquisition and revenue generation.
• Cultivated enduring client relationships through expert relationship-building strategies, elevating customer satisfaction levels and fostering unwavering loyalty within the client base.
• Championed successful proof of concept initiatives, effectively showcasing the feasibility and value of our solutions, thereby solidifying partnerships with key clients and bolstering the organization’s reputation.
• Expertly executed cold calling campaigns, establishing impactful first impressions with potential clients and fostering promising opportunities for business expansion.
• Demonstrated exceptional expertise in account renewals and retention, skillfully negotiating contracts and terms, and employing proactive strategies to ensure enduring client satisfaction and loyalty.

• Exhibited exceptional professionalism and expertise in fostering valuable relationships with key delegates and esteemed industry leaders through effective communication channels such as phone and email.
• At each event, I demonstrated strong organizational prowess by efficiently managing on-site schedules, orchestrating seamless collaborations with hotel staff, catering services, shipping services, equipment vendors, corporate sponsors, and delegate attendees, ensuring flawless execution and memorable experiences.
• In recognition of my attention to detail and commitment to attendee satisfaction, I successfully arranged hotel accommodations and travel logistics for over 400 executive-level attendees per event, guaranteeing their utmost comfort and convenience.
• Serving as a pivotal liaison for each event’s Steering Committee, I facilitated smooth collaboration, gathering valuable input for educational program content and coordinating materials for committee member presentations.
• Adept at delivering engaging and insightful webinars, I utilized these platforms to showcase innovative audience development opportunities, such as retargeting strategies, thus enhancing event engagement and participation.
• To elevate event visibility and appeal, I played an instrumental role in designing and producing promotional products, including brochures, websites, and logos, meticulously tailored to target audiences.
• In leading the strategy development of national campaigns for three bi-annual, industry-specific events, I adeptly orchestrated multifaceted marketing initiatives to drive attendance and maximize event success.
• I further leveraged customer relationship management (CRM) software and social media platforms to execute weekly text/HTML email campaigns, effectively marketing events and engaging the audience with compelling content.
• With a keen eye for data-driven insights, I consistently reported campaign results and attendee database development to executive leadership, enabling informed decision-making and driving continued growth and success.

• Elevated in-stadium atmosphere through direct fan engagement, interactive promotions, and live entertainment activations in a high-capacity MLB environment

• Executed in-game entertainment including contests, giveaways, and sponsor integrations, contributing to a dynamic and memorable fan experience

• Assisted with on-field ceremonies, guest coordination, and camera-facing segments, ensuring seamless execution of game-day programming

• Represented the Dodgers brand at community events and marketing activations, strengthening fan relationships and local engagement

• Collaborated cross-functionally with game operations, production, and sponsorship teams to deliver cohesive and high-quality experiences

• Acted as a front-line ambassador for the organization, maintaining exceptional customer service and resolving fan needs in real time

• Assumed a pivotal role in orchestrating seamless live entertainment during games, demonstrating exceptional stage management expertise to ensure captivating and engaging experiences for the audience.
• A key aspect of my responsibilities involved closely collaborating with the game production team, expertly coordinating timelines and productions, and executing flawless game-day operations and presentations.
• My sales acumen was evident in being the top seller for foundation profits, effectively contributing to the organization’s philanthropic initiatives and community engagement.
• As the proficient mascot-handler, I adeptly managed all aspects of mascot appearances, diligently prepping schedules, locations, and coordinating timing for camera shoots to enhance the mascot’s impact and engagement.
• Working closely with talent and celebrities for appearances, skillfully handled talent coordination, ensuring seamless interactions and maximizing the impact of celebrity involvement.
• Beyond the game-day environment, I played an instrumental role in executing successful off-site mobile marketing events, including event setup and proficiently selling products to support the foundation’s initiatives.
• Additionally, I liaised with vendors to coordinate setup for pre-game events in the prominent LA Live area, consistently delivering exceptional experiences for attendees and stakeholders.

• Elevated game-day atmosphere through direct fan engagement, interactive promotions, and on-field activations in a high-capacity stadium environment

• Executed live entertainment elements including giveaways, contests, and sponsor promotions, contributing to a dynamic and memorable fan experience

• Served as a brand ambassador across community events and marketing initiatives, increasing visibility and strengthening local fan relationships

• Collaborated cross-functionally with game operations, marketing, and sponsorship teams to deliver seamless event execution

• Acted as a front-line representative of the organization, ensuring positive fan interactions and real-time problem resolution