Renewals Specialist

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 post-sale contract liaison between Eventbrite and our most valuable 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 renewal.

THE ROLE:
As Renewals Specialist, you are responsible for the renewal and expansion of services for Eventbrite’s large tier event organizers. You will ensure high customer satisfaction during the life of the customer’s contract term and work cross-functionally to identify growth opportunities, resolution strategies, and ultimately structure renewal agreements that drive long-term value to both the organizer and the company.  

YOU WILL:

  • Own, drive, and manage the renewal process for a high volume of existing customers
  • Execute mid market account renewals 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 to drive renewal to on-time closure
  • Manage a sales funnel of renewal opportunities and accurately forecast renewal 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:

  • 2-3+ years’ experience in a Sales or Customer Success/Account Management role with a focus on contract negotiation
  • Experience in managing renewals with a SaaS-based product and/or technology
  • Strong negotiating skills that allow for value-based negotiations at the senior level
  • Proven ability to sell transactionally and also to manage long sales cycles (1-6 months) and large opportunity pipelines
  • Strong organization 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 and managing the financial impact that clients make to the overall organization
  • 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)
  • Bachelor’s Degree in related field

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?

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

Meet Some of Eventbrite's Employees

Martina W.

Head, Category Marketing

Martina leads a team of marketing experts whose mission is to fuel growth of the millions of events on the Eventbrite platform. She oversees marketing, acquisition, and engagement initiatives across key industry verticals.

Galen K.

Senior Director, Engineering

Galen heads some of Eventbrite’s Engineering Teams. He shapes and troubleshoots Eventbrite’s software architecture, offering users a highly sophisticated platform that connects communities around shared passions.


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