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Senior Manager, Sales & Customer Service Analytics

Remote, United States

THE CHALLENGE

At Eventbrite, we are bringing innovative products and a fresh approach to an industry with entrenched interests and diverse competition. We believe that innovative technology and a customer-centric mindset are key elements to building a successful business and creating world-class customer experiences. In a fast-paced sales environment, it’s critical for our sales leadership team to have visibility and insights regarding leading and lagging performance indicators to drive decision-making.  Concurrently, as Eventbrite’s customer base grows and evolves, we need to thoughtfully leverage data to ensure our customer experience grows and evolves with them. 

 

THE TEAM

Partnering daily with Sales, Customer Success, and Integrity Operations leadership, this role sits in the Customer Strategy & Operations team. We are responsible for supporting the Customer teams by leveraging analytics to uncover actionable insights – both at the strategic and tactical levels – in order to achieve global revenue targets and provide best in class customer experience.

 

THE ROLE

The Senior Manager, Sales & Customer Service Analytics will lead a team of SQL analysts supporting the sales, customer success, support, self-serve help, and integrity operations teams. The team uncovers actionable insights that drive business decisions, regularly presenting to business leaders and executive management. Their work helps optimize the customer experience by building deliverables that facilitate timely and responsive action, measuring the impact of program changes, and conducting analyses to proactively uncover opportunities for improvement in quality or scale. The ideal candidate is a proactive, experienced technical analyst who is passionate about people leadership and stakeholder management and succeeds at juggling multiple assignments in a fast-paced environment. 

 

We are interested in every qualified candidate who is eligible to work in the United States. However, we are not able to sponsor visas.

 

YOU WILL

  • Coach team members on how to creatively solve problems, manage stakeholders, communicate effectively, and drive for impact
  • Draw insights from rigorous analyses, develop informed recommendations, and then drive implementation on the most critical opportunities and challenges at Eventbrite. 
  • Uncover areas within the business to drive performance improvements to unlock productivity and accelerate execution for growth
  • Apply thought leadership, analytical skills and business judgment to help leadership prioritize next steps, deliver operational excellence and foster innovation and growth
  • Manage cross-functional stakeholders across Marketing, Sales, Customer Service, Data Engineering, Product Analytics, and Finance
  • Surface, diagnose, and resolve data integrity issues

 

THE SKILLSET

  • 5+ years relevant experience (consulting, analytics, data science) in a SaaS environment
  • Bachelor's degree in business or a quantitative field (e.g., computer science, economics, statistics, business analytics)
  • Expertise in sales and customer service metrics, including new business, retention, support, and customer success key performance indicators
  • Proven analytical and quantitative skills with an ability to use data and metrics to back up assumptions, develop business cases, and complete root cause analyses, connects the dots through integrative thinking to condense complexity into operational clarity
  • Knows how to balance strategy and execution: Willing to roll up sleeves and get scrappy to get things done - knows how to get wins, build momentum and balance executing on “no regrets” actions with longer-term strategic progress
  • Learns fast: Relies on their ability to problem solve and drive results. Moves quickly, is adaptable and thrives in ambiguity
  • Proven people leader: A track record of building strong teams
  • Strong influencing and communication skills: Demonstrates the ability to collaborate effectively across multiple teams to garner support and achieve outsized impact
  • Required Skills: SQL, Tableau (or equivalent software)
  • Preferred Skills: Google Analytics, Heap (or equivalent software)

 

PAY TRANSPARENCY

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 listed below. 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.

Pay Transparency Range (US)

$140,200 - $252,360 USD

ABOUT EVENTBRITE

At Eventbrite everyone is invited to be their whole self and we cultivate an environment to make sure that is feasible throughout the entirety of an individual's time at Eventbrite. We are committed to providing competitive, valuable and meaningful benefits and experiences for our employees to ensure we meet them where they are in life. 

Cultivating a diverse, equitable and inclusive culture where all people are invited and belong is our top priority. 

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

BENEFITS

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 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).

EQUAL OPPORTUNITY

At Eventbrite, we are dedicated to fostering diversity, equity and inclusion. We welcome individuals from all backgrounds, abilities and experiences to apply, and we make employment decisions on the basis of merit. We are committed to equal employment opportunity regardless of race, color, ancestry, national origin, religion or religious creed, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender reassignment, gender expression, age, marital status, status as a protected veteran, physical or mental disability, medical condition, genetic information or characteristics, or any other legally protected characteristic.

If, due to a disability, you need an accommodation during any part of the interview process, please let your recruiter know. 

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