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Technical Customer Success Manager

Nashville, Tennessee, United States

Technical Customer Success Manager

Full-time | Nashville | Tennessee | United States

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 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 Technical Customer Success 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 the Technical Customer Success Manager at Eventbrite, 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 work on a team that looks to implement and oversee the execution and deliver of a high-quality, predictable, and repeatable delivery model for implementation, consulting and managed services, that maximizes delivery quality, and revenue.


YOU WILL

  • Proactively employ your knowledge of the Eventbrite platform to provide relevant technical recommendations, top-notch client support and strategy, and increase feature adoption
  • Work with organizers to develop short and long-term event strategies that range from facilitating a venue website redesign to complex wristband fulfillment and RFID projects  
  • Work cross functionally with our Field Operations, Marketing, Product, and Customer Support teams to translate business needs and product requirements into new solutions for customers
  • Ensure prompt and complete resolution of technical challenges and business issues to meet customer needs, while managing customer expectations and coordinating with CSM on next steps 
  • Build relationships and help organizers derive value from product  to ensure client retention
  • Leverage your industry knowledge, best practices, and thought leadership to assist clients in executing successful events 
  • Delight our customers by managing expectations and ensuring success both internally and externally

THE SKILL SET

  • 2+ years of technical Customer Success experience with a SaaS product
  • 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
  • Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and drive feature adoption
  • 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
  • Bachelor’s Degree 

FSLA: Non-Exempt


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 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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