Onboarding Specialist

at  Eventbrite

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 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!

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

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.