Strategic Advisor, Strategic Success (Remote)

REMOTE, UNITED STATES /CUSTOMER SUCCESS /FULL-TIME/ REMOTE

THE CHALLENGE

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

THE ROLE

As a Strategic Advisor, Strategic Success, 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. Each day you will be responsible for ensuring a high-quality, predictable, and repeatable delivery model is implemented that maximizes delivery quality, retention, and revenue.

1. Drive re-engagement with inactive or at-risk accounts

2. Increase product and feature adoption amongst creators that will help improve their success on the platform

3. Conduct regularly cadenced customer health checks & check-ins with high-value customers to evaluate customer health and identify opportunities for an account and event optimization that will help drive ticket growth

4. Effectively guide creators through the onboarding process, ensuring you provide them with the necessary training and tools to set them up for success. 

Your contact with our creators will also help provide a feedback loop with Eventbrite Product and Engineering teams, to help identify opportunities to reduce contact drivers that detract from our self-service experience.

YOU WILL

• Drive successful experiences for our customers with an emphasis on strategic planning, engagement implementation, feature adoption, and meaningful measurement
• Lead customer outreach campaigns with identified customers to help increase acquisition, activation, retention, and growth
• Work cross-functionally with our Business Development, Marketing, and Customer Support teams to manage tactical needs for organizer events
• Articulate and position the value Eventbrite drives for 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.
• Be an active contributing member of the global strategic success team
• Identify customer requirements, uncover roadblocks, and work constructively with our Commercial Manager to ensure long-term client retention
• Leverage knowledge of the Eventbrite Platform and industry best practices to provide excellent consultative support
• Proactively engage with rotating 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

THE SKILLSET

• 5+ years experience in a Customer Success/Account Management role
• Experience working in the ticketing business (a plus but not required)
• Experience managing customer outcomes with a SaaS product
• Demonstrated ability in driving and fostering meaningful client engagements 
• Strong organization skills & superb capabilities in 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
• An analytical and results-focused mindset, coupled with a creative make-it-happen spirit
• Experience using CRM software (Salesforce, Gainsight), Google suite (Sheets, slides, docs)
• Bonus points for experience with Tableau, Snowflake and SQL
• Strong interpersonal skills, and a proven track record of working cross-functionally to resolve customer issues
• A team player with a growth mindset, adept at accepting and working through change, and a desire to help collaboratively improve processes beyond day-to-day tasks - we’re often all hands on deck!

The wage range for this role takes into account the wide range of factors that are considered in making compensation decisions including but not limited to skill sets; experience and training; licensure and certifications; and other business and organizational needs. The disclosed range estimate has not been adjusted for the applicable geographic differential associated with the location at which the position may be filled. At Eventbrite, it is not typical for an individual to be hired at or near the top of the range for their role and compensation decisions are dependent on the facts and circumstances of each case. A reasonable estimate of the current range is $73,600 to $117,760. You may also be eligible to participate in Eventbrite’s incentive program(s) (such as equity, annual incentive bonus and commission plans), subject to the applicable rules and restrictions.

WHAT WE OFFER

We are committed to providing competitive, valuable and meaningful benefits for our Britelings. 

We work hard to cultivate a diverse, equitable and inclusive culture where Britelings feel like they belong. 

Employees can participate in resource groups and we offer programming throughout the year to support a diverse and inclusive workplace.  Read more about our Diversity and Inclusion work for our team, culture, and community.

We offer comprehensive benefits and a wellness package above and beyond standard medical benefits to support our Britelings’ lifestyle.

Eventbrite's global benefit programs are designed to meet you where you are by offering resources and support for your health, well-being, finances, and family. This includes support in a remote/hybrid environment, wellness allowance, Carrot family planning benefit, Origin Financial Planning service, and other offerings to ease the mind and body like Modern Health and BriteBreaks (generally the first Friday of every month off).

ABOUT EVENTBRITE

Eventbrite is a global self-service ticketing, marketing, and experience technology platform that serves a consumers and event creators in nearly 180 countries. Since inception, Eventbrite has been at the center of the experience economy, transforming the way people organize and attend events. With over 280 million tickets distributed for over 5 million total events in 2022, Eventbrite is where people all over the world discover new things to do or new ways to do more of what they love. Learn more at www.eventbrite.com.

IS THIS ROLE NOT AN EXACT FIT?

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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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