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Head of Account Management - Germany & AustriaBerlin, Germany

Head of Account Management - Germany & Austria

Full-time | Berlin | Germany

THE CHALLENGE

Over the past 10 years, the Eventbrite team has grown from a small but mighty group in San Francisco, CA to a global community of 800+ employees in over 10 countries.  A major focus of our strategic plan has been an investment in the large opportunity across continental Europe, and specifically, Germany and Austria.


Our goal is clear. We strive to be the preferred ticketing and event technology platform in Europe. Over the past two years, with a successful acquisition of Ticketscript, strong organic growth and great talent joining, we are poised to seize this opportunity. Our Germany office is at the center of this endeavor and driving outstanding success.


THE ROLE

We’re looking for a Head of Account Management who can drive strategy, growth, and operational excellence. This role has a broad remit. You’ll be responsible for leading and coaching a high-performing team responsible for providing everything to do with making sure our customers succeed. From front line support for Eventbrite organisers across the globe, to strategic account management supporting and retaining high value existing customers, through to on-site support and technology management to ensure flawless execution on the day of the event.This role is all about being willing to roll up your sleeves and get your hands dirty to make it happen. You’ll need to set up and manage an operational team, building the processes, infrastructure and talent to ensure our customer needs are met. You’ll act as a point of escalation and decision making. All whilst having the strategic vision to define and execute an integrated customer success strategy and grow our capabilities in the region.


Candidates must have a proven ability to execute, to translate customer needs into a successful strategy, and to coach and mentor a high performing team.


This role reports to the Country Director Germany.

THE SKILL SET

  • 7+ years of experience in Customer Success Management and/or Account Management
  • 7+ years of experience managing top tier / key customer relationships, upsells and contract renewals with a SaaS product
  • 5+ years of people management experience with a proven track record in engaging and developing the capabilities of a team and getting the best out of people
  • Ability to drive the implementation and execution of strategy and plan
  • Experience managing a front line operational team, ensuring customer success and operational efficiency
  • Demonstrated ability in driving customer retention and fostering meaningful client engagements
  • Strong organization skills and superb capabilities with managing multiple high priority projects simultaneously and successfully
  • 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
  • Excellent written and verbal communication skills in German (fluent) and English
  • Strong desire to build something and to work in an innovative and dynamic company

BONUS POINTS

  • A deep network of relationships in the events or ticketing industry
  • Experience working as part of a remote team, building strong HQ relationships and influencing effectively for local market needs
  • Experience working in a matrix organisation, influencing across functional and business unit lines

WHAT TO EXPECT

  • A young dynamic team with a let's make it happen mentality
  • Team lunches and events
  • Lots of fancy snacks, fruits, drinks & happy hours
  • Allowances for commute, sports and wellness
  • A family friendly environment
  • Two office dogs and lots of fun

IS THIS ROLE NOT AN EXACT FIT?


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Eventbrite is committed to equality of opportunity for all staff, and applications from all suitably qualified individuals are encouraged, regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.  

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