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Customer Success Manager

Melbourne, Victoria, Australia

Customer Success Manager

  • Melbourne, Victoria, Australia
  • Full-time

 

Eventbrite powers ticketing and registration for more than two million live experiences each year, hosting the world’s largest online selection of events. We build the technology to allow anyone to create, share, find and attend events of all kinds. Music festivals, marathons, conferences, hackathons, air guitar competitions, political rallies, fundraisers, gaming competitions - you name it, we power it. 

 

THE TEAM

The Account Management Team builds and maintains customer relationships with a focus on support, engagement, retention and growth. 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. The team works together and cross-functionally to create exceptional experiences for our customers, and ensure the longevity of our partnerships at various sizes and scales. 

 

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 most important customers, the CSMs 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 responsible for using Eventbrite data (and soon our value-based services data model) to identify opportunity and risk in our high value creator portfolio. You’ll then use your product and account expertise to manage and execute proactive outreach programs by: 

 

1.     Driving re-engagement with inactive or at-risk accounts, 

2.     Increasing product and feature adoption amongst creators that will help improve their success on the platform

3.     Identifying opportunities for account and event optimization that will help drive ticket growth

4.     Conducting post-event success reviews utilizing platform analysis that demonstrates the value and power of the platform to creators 

 

Your contact with our creators will also help to provide a feedback loop with Eventbrite Product and Engineering teams, to help identify opportunities to reduce contact drivers that detract from our self-service experience. 

 

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

  • Drive successful experiences for our customers with an emphasis on strategic planning, engagement implementation, feature adoption, and meaningful measurement
  • Lead Proactive Outreach Campaigns with identified customers to help drive their adoption of certain features and overall improve their Eventbrite experience  
  • Leverage knowledge of the Eventbrite platform and industry best practices to provide excellent consultative support
  • Work cross functionally with our Business Developments, Marketing, and Customer Support teams to manage tactical needs for organizer events
  • Articulate and position the value Eventbrite drives for our customers (with a focus on proven success and ROI) through consistent measurement, reporting, and check-ins
  • Actively help tell the Eventbrite story through thought leadership contributions, including case studies, client success stories, and other marketing materials
  • Be an active, contributing member of the APAC, Customer Success, and broader Eventbrite teams;
  • Identify customer requirements, uncover roadblocks, and work constructively with our Commercial Manager to ensure long term client retention
  • Leverage knowledge of the Eventbrite platform and industry best practices to provide excellent consultative support
  • Proactively engage with customers to identify risks and growth opportunities; work cross-functionally to develop resolution strategies and ensure high levels of customer satisfaction
  • Continuously deliver feedback to leadership teams and participate in process improvements and optimization of existing procedures

THE SKILL SET

  • 5+ years’ experience in a Customer Success/Account Management role
  • Experience working in the Ticketing business
  • Experience managing customer relationships with a SaaS product
  • Demonstrated ability in driving and fostering meaningful client engagements
  • 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
  • An analytical and results focused mindset, coupled with a creative make-it-happen spirit
  • Experience using CRM software (Salesforce), Microsoft Office Suite (Word, PowerPoint, Excel) and Google Applications (Analytics, Docs, Sheets, Slides)
  • Strong interpersonal skills, and a proven track record of working cross functionally to resolve customer issues
  • A team-player attitude with a strong desire to help improve internal processes beyond just your day-to-day tasks -- we’re often all hands on deck!

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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