Kate Elliott

20 years of experience configuring complex SaaS platforms for not-for-profits and professional association societies. Skilled at taking high-level client requests and translating them into precise technical specifications, from data architecture to UI logic. A reliable problem-solver during high-stakes event deadlines, specializing in technical onboarding, troubleshooting, and partnering with developers to test and deploy custom features.

Client Success Manager at M Events Meeting Technologies, Inc. (formerly The Conference Exchange) (2024-07 – 2026-04)

Promoted from Technical Support Specialist to Client Success Manager on the new Client Success Team created post-acquisition to make fuller use of platform expertise and years of client experience.

• Configured interactive websites, business rules, and data migrations for a portfolio of 50+ not-for-profit clients using proprietary CMS and internal tools.
• Translated client requests into actionable specs for developers, speeding up bug fixes and feature deployments.
• Co-led a shared Asana queue for a 3-person team, balancing competing priorities to meet fixed-date deadlines like conference launches, submission deadlines, and registration openings.
• Wrote technical documentation and best-practice guides, and walked non-technical users through complex workflows live.
• Worked daily with developers, Account Managers, and Project Managers to deliver event tech on tight deadlines.
• Contributed to internal UX research and workflow projects that simplified the configuration process for both staff and clients.

Technical Support Specialist at The Conference Exchange (Confex) / M Events Meeting Technologies, Inc. (2023-06 – 2024-07)

Following the company's acquisition by M Events, transitioned from an independent after-hours role to a daytime, collaborative swarm-style support model, doing phone and email support.

• Performed pre-release validation and testing for native mobile event apps and complex client sites, catching configuration defects before launch.
• Diagnosed and resolved form errors, data failures, and UI bugs for clients actively running conferences.
• Routed complex tickets across Development, Ops, and PM teams, and wrote up high-priority bugs as developer-ready specs.
• Documented recurring issues so internal teams could standardize responses to common questions.

After Hours Technical Support Specialist at The Conference Exchange (Confex) / M Events Meeting Technologies, Inc. (2013-07 – 2023-06)

Recruited back to the organization by leadership and former co-workers to provide expert-level platform oversight. Served as the trusted primary independent technical support for global clients outside of standard business hours.

• Handled the full support load solo on nights and weekends, resolving Tier 1–3 issues to keep clients operational during peak submission and conference windows.
• Served as the primary point of contact for international clients outside of US business hours.
• Used platform knowledge to handle a wide range of issues, from helping an end user log in, to identifying and escalating a server outage to the sysadmin after hours.
• Held the after-hours role for ten years, which required working independently with deep institutional knowledge.

Conference Content Manager at The Conference Exchange (Confex) (2004 – 2011)

Configured abstract submission and peer-review systems for professional societies, and managed the workflow from raw submission data through to digital and print publications.

• Traveled to conferences to run speaker ready room operations and software, often troubleshooting in real-time, on-stage, during keynotes.
• Worked with the development team to translate early client feedback into platform features.

B.A. in Anthropology / Public Archaeology – Bridgewater State University