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Customer Success Data Analyst

Remote, United States

Customer Success Data Analyst

  • Remote, United States
  • Full-time

THE CHALLENGE

The global Customer Success team at Eventbrite is a critical part of delivering a delightful experience to organizers and consumers. We are dedicated to empowering attendees and creators through help interactions that are easy, accessible, educational, and tailored. As Eventbrite’s customer base grows and evolves, we need to thoughtfully leverage data to ensure our customer experience grows and evolves with them.

 

THE TEAM

Partnering daily with Customer Success leadership, this role sits in the Business Operations team. We are responsible for supporting the Sales and Success teams by managing the infrastructure that helps them achieve global revenue targets and provide best in class customer experience. We are a small but mighty team focused on driving global consistency and excellence through process improvement and analytics to uncover actionable insights – both at the strategic and tactical levels.

 

THE ROLE

The Success Data Analyst will identify actionable insights – both at the strategic and tactical levels - that drive business decisions, regularly presenting to business leaders and executive management. Their work will help optimize the customer experience by building deliverables that facilitate timely and responsive action, measuring the impact of program changes, and conducting analyses to proactively uncover opportunities for improvement in quality or scale. To be successful in this role, they will need to be disciplined, proactive, and curious. The ideal candidate is an experienced business analyst who loves challenges and succeeds at juggling multiple assignments in a fast-paced environment. 

YOU WILL

  • Translate both strategic and tactical questions into analytics requirements, collect and analyze data, and organize the findings in a cohesive narrative to drive action
  • Deliver recurring Customer Success metrics packs across the reactive, proactive, and self-service offerings
  • Develop scalable reporting and dashboards to monitor leading and lagging indicators 
  • Identify opportunities to improve process, efficiency, profitability, and productivity 
  • Assist in setting targets for new initiatives and proactive campaigns, tracking ongoing progress

THE SKILLSET

  • 2-5 years of relevant experience in data science, analytics, operations, or consulting 
  • Familiarity with customer success metrics, including knowledge base / help center, support, and proactive outreach key performance indicators
  • Proven analytical and quantitative skills with an ability to use data and metrics to back up assumptions, develop business cases, and complete root cause analyses 
  • Adaptable to changing needs and situations in a fast-paced environment
  • Highly motivated, results-oriented, self-directed, and collaborative
  • Effective, clear, and concise verbal and written communication to both technical and non-technical audiences
  • Required Skills: Excel, Salesforce, SQL, and Tableau (or equivalent software)
  • Preferred Skills: Google Analytics, Genesys, Social Studio (or equivalent software)

WHAT WE OFFER

At Eventbrite, we strive to support our Britelings and their loved ones through different stages of life with robust and attractive benefits, financial and physical wellness options, and great perks. In addition to offering a competitive salary and company stock, we have other great benefits available. In the Briteland, you’ll find great medical plans, fertility and adoption benefits, wellness reimbursement, generous parental leave, and much more. 


We care about your mental health and wellbeing.

Our employees enjoy free coaching sessions with Modern Health. We also offer free therapy sessions with a psychologist. You’ll also have access to private medical insurance for you and your family, that includes dental care. And our wellness program to pay for your gym expenses. 


We work hard to cultivate a diverse, equitable and inclusive culture where Britelings feel like they belong. 

Employees can participate in resource groups and we offer programming throughout the year to support a diverse and inclusive workplace.  


We offer ongoing training and career development that meets people where they are in their careers. 

We offer unlimited access to courses in Udemy, leadership coaching for all managers, Briteling led talks, and weekly company-wide town halls with our CEO. We take culture seriously and design programs with employee feedback in mind to make Eventbrite a great place to work no matter where you work from in the world. 


Work-life balance & flexibility is extremely important to us.

Our employees can choose what works best for them: work in one of our offices, be fully remote or the best of both worlds! We believe in a flexible working environment to allow Britelings to perform at their best ensuring a healthy work-life balance. We have recently implemented Britebreak Fridays: all Britelings turn off their computers and take the first Friday of every month off to focus on their wellbeing. 


ABOUT EVENTBRITE

Eventbrite is a global self-service ticketing and experience technology platform that serves a community of hundreds of thousands of event creators in nearly 180 countries. Since inception, Eventbrite has been at the center of the experience economy, transforming the way people organize and attend events. The company was founded by Julia Hartz, Kevin Hartz and Renaud Visage, with a vision to build a self-service platform that would make it possible for anyone to create and sell tickets to live experiences. 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 290 million tickets distributed for over 5 million total events in 2021, Eventbrite is where people all over the world discover new things to do or new ways to do more of what they love. Learn more at www.eventbrite.com.


IS THIS ROLE NOT AN EXACT FIT?

Sign up to keep in touch and we’ll let you know when we have new positions on our team.


Eventbrite is a proud equal opportunity/affirmative action employer supporting workforce diversity.  We do not discriminate based upon race, ethnicity, ancestry, citizenship status, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), marital status, registered domestic partner status, caregiver status, sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, genetic information, military or veteran status, mental or physical disability, political affiliation, status as a victim of domestic violence, assault or stalking, or other applicable legally protected characteristics.


 Applicant Privacy Notice


Eventbrite believes that vaccines are one of the most powerful tools to fight COVID-19 and save lives. It aligns to our mission to bring the world back together through live experiences. Proof of completed COVID-19 vaccination will be required for all US applicants and employees to enter any Eventbrite office and/or interact in a physical setting with Eventbrite employees. Eventbrite will consider exceptions to this policy for medical or religious reasons on an individualized basis. 


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