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People, Person, Cafe, Restaurant, Chair, Furniture, Brick, Buffet, Cafeteria, Sitting, Railing, Handrail, Banister, Couch

Manager, Global Customer Onboarding

Nashville, Tennessee, United States

Manager, Global Customer Onboarding

  • Nashville, Tennessee, United States
  • Full-time

At Eventbrite, we’re creating the world’s first marketplace for live experiences. We’re building the tools that power music festivals, marathons, conferences, hackathons, air guitar competitions, and everything in between--as well as the platform that helps people discover events that fuel their passions. Our mission? To bring the world together through live experiences.  Our Customer Success team builds high-level relationships with our customers focused on service and engagement.

At Eventbrite, we believe great technology and great service make a fantastic customer experience. The smart, passionate, creative and delightful team of Client Success Managers partner with our largest and most complex organizers. The team works together and cross-functionally every day to create exceptional experiences for our valued partners. The rewards are great and no challenge is too big.


THE CHALLENGE:


We’re disrupting a huge industry. Our success is anchored on building long-lasting, trusted and strategic partnerships with our customers. The Onboarding and Customer Success team is responsible for ensuring the long-term success of every event we support.


THE ROLE:


As the Manager of Global Onboarding at Eventbrite, you will help our customers realize the maximum ROI with the Eventbrite platform, and help the company build a world-class customer onboarding and enablement experience that supports our core business and expands our revenue potential. You will manage the team day to day and oversee the execution and delivery of a high-quality, predictable, and repeatable delivery model for implementation that maximizes delivery quality, and revenue.

YOU WILL

  • Oversee and manage the global Onboarding team with a focus on optimizing processes, team structure and developing professional skills and advancing career growth
  • Develop a unified framework for onboarding global customers through a combination of high-touch and low-touch programs like webinars, video, etc.
  • Help create a strategy to deliver a prescribed set of outreach specifically designed to help accounts maintain operational health, while adopting new Eventbrite solutions and functionality to maximize their investment
  • Provide direction and guidance to a team of technical customer-facing individuals who partner with our customers to understand needs, map them to the capabilities of the Eventbrite platform, and provide engagement and training to integrate those features into the client’s system usage
  • Collaborate on building  an efficient and repeatable services delivery model
  • Enhance the internal processes needed to execute the delivery model
  • Collaborate with Sales, Marketing, Product, Engineering and Customer Experience teams to secure the resources needed to ensure smooth customer engagementsProactively identify opportunities to improve customer experience

THE SKILL SET

  • Bachelor’s Degree
  • 1-3 years of experience managing Onboarding, Customer Success, or Professional Services teams, ideally at a SaaS organization
  • Experience managing a team, setting and exceeding ambitious goals, and expertly communicating priorities up, down, and across the organization
  • Comfort working in a fast-paced environment with changing needs and requirements
  • Impeccable communication skills, both verbal and written
  • An analytical mindset and a creative, make-it-happen spiritTeam oriented and able to build and maintain strong inter-team and inter-departmental relationships
  • Process optimization and process management skills. Prior experience analyzing, modifying and measuring processes.
  • Passion for driving customer success and retention
  • Experience using CRM software and Excel

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, on-site services, 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 if you like sports, we have our wellness program to pay for your gym expenses.

Ongoing training and career development is an important part of our culture

We offer unlimited access to courses in Udemy, language exchange programs, internal training, Briteling talks, workshops and weekly sessions with our CEO

Work-life balance 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.


We are currently working on becoming compliant with the new regulations in Colorado. Until we are able to do so, this role cannot be performed in Colorado



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.


IS THIS ROLE NOT AN EXACT FIT?

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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.

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