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Team Lead, Technical Account Manager (Europe)

Cork, Ireland

Team Lead, Technical Account Manager (Europe)

Full-time | Cork | Ireland

At Eventbrite, we’re creating the world’s first marketplace for live experiences. We’re building the tools that power food festivals, concerts, conferences, comic cons, networking meet-ups, athletic competitions, and everything in between. Our mission: to bring the world together through live experiences. Our Customer Success team builds valuable relationships with our customers with a focus on service and engagement.


THE CHALLENGE

At Eventbrite, we believe great technology and great service make a fantastic customer experience. The smart, passionate, creative and hard-working team of Customer Success Managers partner with our largest and most complex organizers. The team works together, as well as cross-functionally with other Eventbrite teams, to create exceptional experiences for our valued partners and ensure we’re delivering products and services that enables them to be successful. 


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


THE ROLE

As the the team lead for our Technical Account Management team in Europe, you will help our top customers realize the maximum ROI with the Eventbrite platform, and help the company build a profitable services practice that supports our core business and expands our revenue potential. You will manage the team and oversee the day to day execution and delivery of a high-quality, predictable, and repeatable services model, which includes: customer onboarding and implementation, lifecycle management, and product and platform adoption.


YOU WILL

  • Oversee and manage a team of Customer Success/Services professionals with a focus on client retention and growth, process optimization, assistance in building programs that deliver value to customers, and team development and career growth.
  • Oversee, develop, and enhance lifecycle processes (internal and external) from new account hand-offs through event planning and ongoing relationship management. 
  • Help create a strategy to deliver a prescribed set of services specifically designed to help customers be successful and maintain operational health, while adopting new Eventbrite solutions in order to maximize their investment.
  • Provide direction and guidance to a team of 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 customer’s overall business/account plan. 
  • Collaborate with Global Customer Success, Sales, Marketing, Product, Engineering, and Customer Experience teams to ensure we are meeting the needs of customers in EU markets and delivering value through scalable engagements across our customer base.   
  • Proactively identify opportunities to improve the overall customer experience and work with senior leadership to plan and execute accordingly. 

THE SKILL SET

  • 3+ years of experience managing Customer Success, Account Management, or Professional Services teams (ideally at a SaaS organization)
  • Professional business fluency in English is a must. A second language would be a plus.
  • Experience setting and exceeding ambitious and measurable goals, and expertly communicating priorities up, down, and across the organization
  • Comfortable working in a fast-paced environment with changing needs and requirements
  • Proven success in driving valuable customer experiences and overall customer retention
  • Impeccable communication skills, both verbal and written
  • An analytical mindset and a creative, make-it-happen spirit
  • Consultative customer work, preferably with larger, enterprise-size companies
  • Team oriented and able to build and maintain strong inter-team and inter-departmental relationships
  • Process optimization and process management skills
  • Experience using CRM software (Salesforce), Microsoft Office Suite (Excel), and Google Applications (Analytics, Docs, Sheets, Slides)
  • Bachelor’s Degree
  • Experience in the live events or ticketing industries a plus

Are you interested in this role and want to meet the team? Join us at this event on November 26th!


ABOUT EVENTBRITE

Eventbrite is a global ticketing and event technology platform, powering millions of live experiences each year. We empower creators of events of all shapes and sizes – from music festivals, experiential yoga, political rallies to gaming competitions –– by providing them the tools and resources they need to seamlessly plan, promote, and produce live experiences around the world. Last year, the team served 795,000 creators hosting nearly 4 million experiences across 170 countries. Meet some of the Britelings that make it happen.


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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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About our Cork Office

Eventbrite's Cork office is a listed, 19th century building that used to be home to a national bank. The high ceilings and huge windows create light and space for the busy, growing team and, at every turn, there is something to discover - from the office library to the real-life vault in the basement!

Having started out as a customer services base, the Cork office is now home to a host of different teams and has a distinct energy as Britelings across different functions collaborate and support each other. The kitchen is full of tasty snacks and you can grab lunch in the break-out area which features a specially commissioned piece of art by a local Cork artist.

Yoga classes on the top floor, a herb garden in the kitchen and meeting rooms named after local landmarks add to the culture of the office - one of pride, growth and fun!

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