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Renewals SpecialistNashville, Tennessee, United States

Renewals Specialist

Full-time | Nashville | Tennessee | United States

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 Customer Success team must be relentless advocates, 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 TEAM

The Customer Success Team builds and maintains customer relationships with a focus on support, engagement, 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. Our dedicated, sharp, and creative Customer Success Team works with our largest and highest value customers to identify how our solutions can best fit their needs. The team works together and cross-functionally to create exceptional experiences for our customers, and ensure the longevity and growth of our most valuable partnerships.


THE ROLE

As the post-sale contract liaison between Eventbrite and our  customers, the Renewals Specialist must be a customer advocate and skillful negotiator in order to ensure that we are creating a meaningful and long-term impact on the Eventbrite business as a whole, as well as providing the best possible deal structures for our clients in a way that drives retention and renewals.


You will also be responsible for expansion of services/upsells and a defined contract strategy for Eventbrite’s SMB, Mid Market, and other emerging customer segments.



YOU WILL

  • Own, drive, and manage the upsell and renewal contract process for a high volume of customers.
  • Structure deals that maximize contract value, while protecting and enhancing the long-term customer relationship.
  • Educate customers on Eventbrite offerings and position ongoing contract benefits to minimize churn and increase retention rates.
  • Identify customer requirements, uncover roadblocks, and demonstrate strong account management capabilities through deal closure.
  • Manage a sales funnel of opportunities and accurately forecast renewal and upsell business on a monthly and quarterly basis.
  • 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

  • 2+ years experience in a Sales or Customer Success/Account Management role with a focus on contract negotiation
  • Experience in managing upsells and/or renewals with a SaaS-based product and/or technology
  • Strong negotiating skills that allow for value-based negotiations at a senior level
  • Proven ability to sell transactionally and manage large opportunity pipelines
  • Strong organizational skills and superb capabilities with managing a large volume of accounts, tasks, responsibilities, and deadlines
  • 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
  • Solid customer service, listening, and presentation skills
  • Experience using CRM software (Salesforce), Microsoft Office Suite (Word, PowerPoint, Excel) and Google Applications (Analytics, Docs, Sheets, Slides)

BONUS POINTS

  • Experience with Gainsight

ABOUT EVENTBRITE

Eventbrite is the world’s leading event technology platform, powering more than two million live experiences each year. We build technology that allows anyone to create, share, find and attend events of all kinds. Music festivals, marathons, conferences, hackathons, political rallies, fundraisers, gaming competitions— you name it, we power it. Meet some of the team. 


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.


FLSA Status: Non Exempt

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