Strategic Account Manager

THE TEAM
The Account Management Team builds and maintains customer relationships with a focus on support, strategic guidance, 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 Relationship Manager, you will work with a diverse group of 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.

You will play a key role coordinating the engagement of the Customer Success team with our high value customers and will have a passion for building relationships, both internal and external to Eventbrite. You need to be a fast thinker, with the ability to deal with complexity and ambiguity on a daily basis. You have a unique opportunity to help shape this role as Eventbrite continues to grow in market.

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.

YOU WILL

  • Manage all renewal, contract re-negotiation, and upsell opportunities for customers, maximizing contract value while protecting and enhancing the long-term customer relationship.
  • Manage a sales funnel of renewal opportunities and accurately forecast renewal business on a monthly and quarterly basis.
  • Being an active, contributing member of the Account Manager, Customer Success, and broader Eventbrite teams.
  • Build and maintain valued relationships with customers to ultimately drive client revenue and ensure retention.
  • 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.
  • Identify customer requirements, uncover roadblocks, and demonstrate strong account management capabilities to drive renewal to on-time closure.
  • Leverage knowledge of the Eventbrite platform and industry best practices to provide excellent consultative support.
  • 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.
  • Actively help tell the Eventbrite story through thought leadership contributions, including case studies, client success stories, and other marketing materials.

THE SKILL SET

  • Minimum 5-7 years’ experience in a Sales or Account Management position.
  • Minimum 3 years’ experience working in renewals and contracts negotiation.
  • Proven ability to deal with ambiguity and be able to articulate a clear strategy and vision for engaging with our customers.
  • A strong self starter with a demonstrated ability in driving customer retention and fostering meaningful client engagements.
  • Proven experience managing customer relationships and renewals with a SaaS product
  • Strong negotiating skills that allow for value-based negotiations at the senior level.
  • Proven ability to manage long sales cycles and large opportunity pipelines.
  • A passion for building valued relationships with customers and managing the financial impact that clients make to the overall organization.
  • 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), 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.
  • Knowledge of the Ticketing, Event, Venue and Technology landscape and the complexities that exist within the market.
  • Bachelor’s Degree in a relevant field, including Commerce, Business, Communications.

ABOUT EVENTBRITE
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. Want to know more? Find out what it’s like to work for Eventbrite Australia here


Eventbrite is a proud equal opportunity/affirmative action employer supporting workforce diversity.  We encourage people from different backgrounds to apply for this position, including Aboriginal and Torres Strait Islander people, people from different cultural backgrounds and people with disabilities.


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