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Customer Success Manager

Melbourne, Victoria, Australia

Customer Success Manager

Full-time | Melbourne | Victoria | Australia

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, 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 Account Management Team works with our largest and highest value customers to ensure that they are fully leveraging our platform and have the knowledge, training, and support they need to exceed their business goals. The team works together and cross-functionally to create exceptional experiences for our customers, and ensure the longevity of our most valuable partnerships.


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 Account Managers 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

As Technical Customer Success Manager, you will work with a diverse group of music venue and festival customers to drive a deep understanding of the goals for their business, and engage them with our platform in a way that will ensure success. You will also work cross functionally to ensure that we are delivering the best solutions and strategies for our customers, giving them the knowledge, tools, and training they need to be successful, as well as articulating the value that Eventbrite provides to their business.


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.


As Eventbrite continues to grow in the Music space, this is an exciting role allowing you to work with our Music Venue and Festival customers, helping them maximise their ticket sales through innovative and expert use of our Platform.

YOU WILL

  • Drive successful experiences for our customers with an emphasis on strategic planning, engagement implementation, feature adoption, and meaningful measurement
  • Build and maintain valued relationships with customers to ultimately drive client revenue and ensure retention
  • Leverage knowledge of the Eventbrite platform and industry best practices to provide excellent consultative support
  • Work cross functionally with our Field Operations, Marketing, and Customer Support teams to manage tactical and on-site 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

THE SKILLSET

  • 5+ years’ experience in a Customer Success/Account Management role
  • Experience working in the Music Ticketing business
  • Extensive knowledge of the Australian Music Scene
  • Ideally have experience working with Music Venues
  • Experience managing customer relationships with a SaaS product
  • 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
  • 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 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
  • 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

ABOUT EVENTBRITE

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 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.   


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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