Associate Onboarding and Operations Manager

The Challenge

At Eventbrite, we are bringing innovative products and a fresh approach to an industry with entrenched interests and diverse competition. As the liaison between Eventbrite and our largest and highest value customers, Onboarding and Operations Specialists must be relentless advocates for our customers, adept problem solvers, and skillful relationship managers in order to ensure that we are delivering amazing experiences for our customers and driving long lasting success for our partners.

The Role

You are a product expert tasked with enabling and educating Eventbrite creators to understand how to connect the value of Eventbrite’s product and platform capabilities to their own goals. In tandem with marketing, you will take ownership of ongoing creation and iteration of high-quality, effective and digestible video onboarding content and be the voice of Eventbrite onboarding in your region. You’ll utilize creator feedback to continually aim to reduce friction points from sign-up to go live. 

You will also provide consultancy through 1:1 engagement with select, high-value creators who either self-identify or we proactively identify, as having a point of friction between their onboarding and go-live, with a goal to improve their retention and activation on the platform. 

In the short term, you will also be responsible for providing some ad-hoc product support for legacy, high-value creators that are currently unable to self-serve despite being a right-fit customer, through responding to the inbound global services email queue. You will also be responsible for customer re-onboarding; where you will educate previously served customers in the best way to self-serve using the Eventbrite platform as they reactivate. 

The Team

The Customer Success team builds and maintains relationships with a focus on driving engagement, growth, and successful outcomes for our event creators. At Eventbrite, we believe that innovative technology and a customer-centric mindset are key elements to building a successful business and creating world-class customer experiences. Our dedicated, sharp, and creative Customer Success team works with large, high value customers to ensure that they are fully leveraging our platform and have the knowledge, training, and support they need to exceed their business goals. The team works together and cross-functionally to create exceptional experiences for our customers and ensure the longevity of our most valuable partnerships.

YOU WILL

• Proactively employ your knowledge of the Eventbrite platform to provide relevant onboarding and setup, technical recommendations, top-notch client support, and deeper adoption of Eventbrite’s tool, features, products and solutions
• Work with customers to educate and facilitate the self-service setup of new events, adoption of new tools, and enhancing their Eventbrite usage through a variety of communication channels (phone, email, webinar, etc)
• Work cross-functionally with Marketing, Sales, Account Management and Customer Experience teams to translate business needs and product requirements into new solutions for customers
• Ensure prompt and complete resolution of technical challenges and business issues to meet customer needs, while managing customer expectations and coordinating on action plans and next steps
• Build relationships and help organisers derive value from the Eventbrite platform to ensure success and retention 
• Leverage your industry knowledge, best practices, and thought leadership to assist customers in executing successful events
• Delight our customers by managing expectations and ensuring success both internally and externally

SKILL SET

• 2-3+ years of Customer Success, Professional Services, or Account Management experience with a SaaS product
• Strong organization skills and superb capabilities with managing multiple high priority projects simultaneously and successfully
• Excellent communication skills (both verbal and written), meticulous attention to detail, and a resourceful problem ­solving attitude
• A passion for building valued relationships with customers and managing the financial impact that clients make to the overall organization
• An analytical and results focused mindset, coupled with a creative “make­ it ­happen” spirit
• Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and drive adoption
• Strong interpersonal skills, and a proven track record of working cross functionally to resolve customer challenges or pain points
• Experience using CRM software (Salesforce), Microsoft Office Suite (Word, PowerPoint, Excel) and Google Applications (Analytics, Docs, Sheets, Slides).
• Bachelor’s Degree

ABOUT EVENTBRITE

Eventbrite is a global self-service ticketing and experience technology platform that serves a community of nearly one million event creators in over 180 countries. Since inception, Eventbrite has been at the center of the experience economy, transforming the way people organize and attend events. The Eventbrite platform provides an intuitive, secure, and reliable service that enables creators to plan and execute their live and online events, whether it's an annual culinary festival attracting thousands of foodies, a professional webinar, a weekly yoga workshop or a youth dance class. With over 300 million tickets distributed to more than 4 million experiences in 2019, Eventbrite is where people all over the world discover new things to do or new ways to do more of what they love.

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Eventbrite is a proud equal opportunity/affirmative action employer supporting workforce diversity.  We encourage people from different backgrounds to apply for this position, including Aboriginal and Torres Strait Islander people, people from different cultural backgrounds and people with disabilities.

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