Claire Lovell

Senior Product Manager

 

With over 8 years experience creating enterprise products in the SaaS market, I am an experienced product leader. I am a strong business analyst; ensuring products I bring to market are strategically and economically aligned with the company’s vision while providing a delightful user experience. I’m also extremely technical, accurately assessing the workload of projects while working closely with engineers to align technical and business requirements. I am seeking to lead a dynamic team to bring new products to market that drive company growth.

SKILLS

Expert: Product Management, Business Development, Competitive Analysis, Market Research, SaaS, Wireframes, UX, Platforms, Communication, Customer Empathy, Project Management

Advanced: Rest APIs, Agile, Scrum, Mockups, UI

Intermediate: SQL, Object Oriented Architecture

ReLEVANT WORK EXPERIENCE

Sr. Product Manager, PayStand

Scotts Valley, CA & Remote July 15 – Present

Led and brought to market new Accounts Payable product that was used to raise Series A round.

• Envisioned least-cost routing feature, now used by over 85% of PayStand’s customers.

• Brought multiple versions of Platform product to market, now our largest vertical.

• Delivered complete refactor of PayStand RESTful API to increase stability, resulting in a six fold reduction time spent on bugs, thereby allowing for more time spent on new feature development.

• Lead Blockchain-First product development to drive industry innovation & promote aggressive growth and adoption of PayStand's offerings.

• Lead front-end team to design easy to use, high conversion customer tools

• Meet short term and strategic goals of delivering new products on tight deadlines.

• Generate requirements documents; ideate & scope solutions with stakeholders.

• Communicate across a broad range of disciplines to synthesize feedback and align with company strategy.

• Promoted from Product Operations Manager; Implementation Manager.

• Scrum Master; Project manage the product roadmap and sprints using Scrum.

 

Customer Care Manager, PredPol

Santa Cruz, CA Jan. 13 – July 15

Developed and instituted processes that ensure Support scalability and reduced churn in a fast growing SaaS company.

• Product management lead; directed feature development based on key customer feedback.

• Project managed new customer on-boarding and deployment from start to finish from a technical perspective.

• Managed A/B QA testing across entire product suite.

• Direct Manager of Support Engineer team.

• Created, designed, and managed self-service customer portal including training videos, written materials, and unique gif based tutorials across entire product suite.

 

Member Services Supervisor, Vendini

San Francisco, CA July 10 – Jan. 13

• Point of escalation and manager for Member Services team; ensured scalability as client base grew.

• Provided guidelines and directed implementation for product development to Product Manager based on customer needs and industry standards. Industry expert with over a decade of experience.

• Managed workflow for team to ensure timely response to clients; triaged issues for Engineering.

• Responsible for last round of QA testing before releasing bug fixes or new features.

• Ensured account satisfaction and retention in SaaS environment.

• Up sold additional products, fostered more extensive use of system by clients.

• Provided initial and follow-up system training.

• Created and maintained internal knowledgebase.

• Proactively called accounts to introduce new product features, industry consultation, answer questions, and resolve issues.

• Particularly extensive knowledge of complicated financial reports; trained customers and colleagues on report features.

• Promoted from Senior Account Manager in January 2012.

 

ADDITIONAL WORK EXPERIENCE

Writer, TicketingToday

Online Nov 13 – Jan. 15

Covering ticketing news and trends.

 

Head Treasurer and Box Office Manager, Bodies...the Exhibition

New York, NY SepT. 08 – Nov. 09

• Ensured accurate reporting to Venue Manager of sales and additional billing needs such as purchase orders, concierge and travel agent commissions resulting in over 1 million in revenue.

• Planned, scheduled, and directed staff in the box office of the exhibition. Hired and trained replacement staff, as necessary.

• Monitored labor costs and other expenditures to ensure that such operations were carried out on a cost- effective basis.

• Opened and closed the box office on a daily basis to ensure all revenue was accurately accounted and secured in the safe or deposited with armored car service.

• Maintained a positive working relationship with TM Vista and was the primary contact for issues related to the ticketing software and hardware.

• In coordination with the Operations Manager, maintained the smooth flow of guests in the box office lobby to insure maximum possible sales.

• Optimized third party ticket sales invoicing to ensure prompt billing and payment.

• Ensured accurate reporting to Venue Manager regarding daily and weekly sales of tickets and audio guides, and additional billing needs regarding purchase orders, concierge and travel agent commissions.

• Maintained the payroll time sheets for the box office and ensured the accurate and timely submittal of payroll.

• Direct reports included two Assistant Box Office Treasurers, and all Box Office hourly staff.

 

Sales Assistant & Customer Support, LightForms Inc.

New York, NY Jan. 08 – June 08

Built and maintained good work relationships with return-clients.

• Corresponded with sales representatives.

• Followed-up on quotes, quote requests and purchase orders.

• Arranged pick-up and delivery of orders to clients; checked lead times and ship dates with manufacturers.

• Assisted throughout the sales process.

 

Assistant Box Office Manager, Da Vinci: An Exhibition of Genius

San Francisco, CA July 07 – Nov. 07

Orchestrated opening of the temporary, 6 month long exhibit; oversaw creation of day to day accounting procedures.

• Managed box office staff.

• Resolved customer service issues.

• Completed daily and weekly financial reporting and accounting.

• Sold tickets in person at the box office and resolved customer issues.

• Responsible for group orders, gift certificates, and complimentary tickets.

 

Front Desk Supervisor, Doral Arrowwood

Rye Brook, NY Mar. 06 – Feb. 07

• Promoted from Front Desk Agent in July of 2006.

• Managed staff of five to ensure guest received service above and beyond their expectations.

• Performed daily accounting duties and procedures; answered guest inquiries.

• Optimized large scale business conference check-ins.

 

Box Office Associate, White Plains Performing Arts Center

White Plains, NY Nov. 03 – Mar. 06

Carried out all day-to-day operations of box office.

• Sole on-site box office employee; sold tickets by phone and at box office window.

• Coordinated will-call tickets and handled ticket sales during performances.

• Responsible for ensuring a high level of customer service.

 

Assistant Box Office Manager, Caramoor International Music Festival

Katonah, NY June 99 – Aug. 04

Promoted from Box Office Associate in June of 2002.

• Managed box office staff of ten; handled customer-complaints and ensured superior customer service.

• Updated and maintained the Caramoor website.

• Created and managed direct bus service from NYC to Caramoor.

• Managed relationships with community groups; managed VIP requests.

• Balanced end-of-day accounts and completed necessary financial reports.

 

VOLUNTEER ACTIVITIES

Class Fundraising Representative, Miss Porter's School

Farmington, CT April '18 - Present

  • Raise funds for the continued education and development of students at Miss Porter's school.

 

Newsletter Editor, Bonny Doon Fire & Rescuse

Bonny Doon, CA Oct. 16 - May 18

  • Create the monthly installment of the Fire section of the Battle Mountain News
    - Gather material from board members
    - Edit board contributions
    - Write unique content each month

 

Advisory Committee Chair, San Francisco Dyke March

San Francisco, CA Jan. 11 – June 13

• Voting member of the Organizing Committee meetings.

• Responsible for organizing the March overall.

• Coordinate with multiple committees to ensure cohesive event.

• Hire Vendors for the March and Rally.

• Submit financial reports to fiscal sponsor and maintain accurate records.

• Ensure safety of 50,000 attendees of Dolores Park stage event and March.

• Manage volunteer safety staff during the March.

• Organize and staff fundraising events, raising over $30K for the March.

 

Committee Member and Head Marshal, NYC Dyke March

New York, NY Jan. 08 – July 10

• Trained and supervised new marshals and volunteers.

• Planned and oversaw several fundraisers for the NYC Dyke March.

• Promoted the Dyke March through grassroots organizing methods.

• Coordinated relationships with local vendors for promotional giveaways.

 

Staffer, Bluestockings Bookstore

New York, NY June 08 – July 10

• Directed and managed volunteer staff; empowered volunteers to take on additional responsibilities.

• Ordered new titles; maintained accurate record of inventory.

• Coordinated and supervised in-store events; welcomed speakers.

• Balanced end-of-day accounts and completed necessary financial reports.

 

Boston Site Leader, Alternative Service Trips: Hunger and Homelessness

Purchase, NY Jan. 07 – Mar. 07

• Led group of 12 students on Boston based community service trip.

• Coordinated and supervised students at four worksites.

• Educated student group about issues of hunger and homelessness.

 

EDUCATION

State University of New York at Purchase

Purchase, NY

• B.A.; Anthropology