Renewals Specialist Team Lead

THE CHALLENGE
Eventbrite is the world’s largest self-service ticketing platform. We build the technology to allow anyone to create, share, find and attend events that fuel their passions and enrich their lives. Music festivals, marathons, conferences, hackathons, air guitar competitions, political rallies, fundraisers, gaming competitions - you name it, we power it. Our mission? To bring the world together through live experiences. 
As the post-sale contract liaison between Eventbrite and our SMB clients, you 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 TEAM
Eventbrite is seeking a Renewals Specialist/Team Lead to join the team based in Cork. 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 sales 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 ROLE
As Renewals Specialist/Team Lead, you are responsible for the renewal and expansion of services for Eventbrite’s SMB clients. You will ensure high customer satisfaction during the life of the customer’s contract term and work cross-functionally to identify growth and upsell opportunities, resolution strategies, and ultimately structure renewal agreements that drive long-term value to both the organizer and the company. 
As Team Lead you will coach the local Cork account management team on an ongoing basis and act as a point of escalation locally, reporting into the Head of Account Management based in London. 

YOU WILL

  • Own, drive, and manage the renewal process for a high volume of existing SMB customers
  • Execute account renewals that maximise contract value while protecting and enhancing the long-term customer relationship
  • Educate customers on Eventbrite offerings and position ongoing contract benefits to minimise 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 pipeline of renewal opportunities and accurately forecast renewal business on a monthly and quarterly basis
  • Proactively engage with customers to identify risks and growth/upsell 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
  • Hold weekly 1:1s with local Cork AM team in order to coach them to ensure they are successful and happy in their roles
  • Be a positive advocate driving Eventbrite initiatives locally as laid out by Head of Account Management

THE SKILL SET

  • 2+ 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 a senior level
  • Proven ability to sell transactionally and also to manage 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 organisation
  • Solid customer service, listening, and presentation skills
  • Experience coaching / leading a small team
  • Experience using CRM software (Salesforce), Microsoft Office Suite (Word, PowerPoint, Excel) and Google Applications (Analytics, Docs, Sheets, Slides)

BONUS POINTS

  • Active Eventbrite user with a passion for live events
  • Experience with Tableau

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 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.  

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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