Senior Manager - Sales & Customer Service Analytics

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)