Onboarding Specialist

Senior Onboarding Specialist

At Eventbrite, we’re creating the world’s first marketplace for live experiences. We’re building the tools that power music festivals, marathons, conferences, hackathons, air guitar competitions, and everything in between--as well as the platform that helps people discover events that fuel their passions. Our mission? To bring the world together through live experiences.  Our Strategic Success team builds high-level relationships with our customers focused on service and engagement.

At Eventbrite, we believe great technology and great service make a fantastic customer experience. The smart, passionate, creative, and delightful team of Strategic Advisors partners with our largest and most complex organiser. The team works together and cross-functionally every day to create exceptional experiences for our valued partners. The rewards are great and no challenge is too big.

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 starting with their onboarding to the Eventbrite platform and extending throughout their journey with our platform.

THE ROLE

As an Onboarding Specialist, you will partner with creators who have signed up through our Sales channel to manage the complete Eventbrite onboarding and platform implementation process in an operationally efficient manner. You will provide specialized training for new creators with a focus on engagement, success, and delivery on strategic business goals. You’ll use your natural consultative approach and deep understanding of the Eventbrite product to engage and educate our organisers while providing an excellent first experience.

• Coordinate with sales and the creator to identify the creator’s goals in using Eventbrite, then develop and implement a plan to launch and maintain their new account.

• Monitor account activity and performance to ensure implementation moves towards plan.

• Evaluate the performance following the creators first event and transition the organiser to appropriate lifecycle support.

YOU WILL

• Drive and manage a successful and smooth onboarding experience for our creators by effectively guiding creators through the onboarding process, ensuring you provide them with the necessary training and tools to set them up for success.

• Increase product and feature adoption amongst creators by highlighting and training these key features during the onboarding process  which will help improve their success on the platform.

• 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 onboarding experience.

• Communicate with creators to properly engage with them and guide them through the onboarding process, ensuring accounts are set up correctly, deadlines are set and met for implementation, and initial events are created and published in a timely fashion.

• Provide and create training resources for creators to use the features in Eventbrite needed to meet their goals.

• Coordinate with internal teams on advanced solutioning as required.

• Monitor timelines for implementation and report variances to the business.

• Stay up-to-date on product features and capabilities to properly guide customers through onboarding.

• Be an active contributing member of the global customer success team.

• Manage and host ad-hoc training and support meetings for Creators of a predefined value that come through the Customer Support channel.

• Continuously deliver feedback to leadership teams and participate in process improvements and optimisation.

THE SKILLSET

• At least 4 years professional experience with at least 2 years in a customer-facing role (prefer 3+ years). Prefer previous Onboarding, Customer Support, Customer Success, Sales, or similar experience.

• Education - Secondary School (or similar). University degree in relevant field a plus.

• Previous experience working in the ticketing business (a plus but not required).

• Previous experience managing customer outcomes with a SaaS product in functions like Customer Support, Onboarding, or Customer Success.

• Exceptional ability to proactively communicate and foster positive business relationships.

• Experience driving customer outcomes with a SaaS product.

• Demonstrated ability in driving and fostering meaningful customer 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, ChurnZero, Gong), Google Suite (Sheets, slides, docs) and Microsoft Office Suite.

• 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!

BONUS POINTS

• Avid Eventbrite user with a passion for live events.

• A history of working with Live Events Creators or the ticketing industry.

• Prior experience cross-promoting and upselling products.

• Prior experience with Tableau, Snowflake and SQL.

• Experience in a fast-paced startup environment.

BENEFITS

• Competitive salary and benefits package.

• Opportunities for professional development and growth within a dynamic and innovative industry.

• Collaborative and inclusive company culture that values teamwork and creativity.