THE CHALLENGE
The global Customer Success team is dedicated to empowering attendees and creators through help interactions that are easy, accessible, educational, and tailored. As Eventbrite’s customer base grows and evolves, we need to thoughtfully leverage data to ensure our customer experience grows and evolves with them. This role will be filled by a self-starter who will equip Customer Success leaders with data and interpretations to inform and drive business decisions.
THE TEAM
Partnering daily with Customer Success leadership, this role sits in the Business Operations team. We are responsible for supporting the Sales and Success teams by managing the infrastructure that helps them achieve global revenue targets and provide best in class customer experience. We are a small but mighty team focused on driving global consistency and excellence through process improvement and analytics to uncover actionable insights – both at the strategic and tactical levels.
THE ROLE
The Success Data Analyst will utilize SQL to identify actionable insights – both at the strategic and tactical levels - that drive business decisions, regularly presenting to business leaders and executive management. Their work will help 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. To be successful in this role, they will need to be disciplined, proactive, and curious. The ideal candidate is an experienced business analyst who loves challenges 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
- Translate both strategic and tactical questions into analytics requirements, collect and analyze data using SQL, and organize the findings in a cohesive narrative to drive action
- Deliver recurring Customer Success metrics packs across the reactive, proactive, and self-service offerings
- Develop scalable reporting and dashboards to monitor leading and lagging indicators
- Identify opportunities to improve process, efficiency, profitability, and productivity
- Assist in setting targets for new initiatives and proactive campaigns, tracking ongoing progress
THE SKILLSET
- Required Skills: Minimum 2 years experience with SQL, Excel, and Tableau (or equivalent software)
- 2-5 years of relevant experience in data science, analytics, or consulting
- Familiarity with customer success metrics, including knowledge base / help center, support, and proactive outreach 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
- Preferred Skills: Salesforce, Google Analytics, Genesys, Social Studio (or equivalent software)
WHAT WE OFFER
At Eventbrite, we strive to support our Britelings and their loved ones through different stages of life with robust and attractive benefits, financial and physical wellness options, and great perks. In addition to offering a competitive salary and company stock, we have other great benefits available. In the Briteland, you’ll find great medical plans, fertility and adoption benefits, wellness reimbursement, generous parental leave, and much more.
We care about your mental health and wellbeing.
Our employees enjoy free coaching sessions with Modern Health. We also offer free therapy sessions with a psychologist. You’ll also have access to private medical insurance for you and your family, that includes dental care. And our wellness program to pay for your gym expenses.
We work hard to cultivate a diverse, equitable and inclusive culture where Britelings feel like they belong.
Employees can participate in resource groups and we offer programming throughout the year to support a diverse and inclusive workplace.
We offer ongoing training and career development that meets people where they are in their careers.
We offer unlimited access to courses in Udemy, leadership coaching for all managers, Briteling led talks, and weekly company-wide town halls with our CEO. We take culture seriously and design programs with employee feedback in mind to make Eventbrite a great place to work no matter where you work from in the world.
Work-life balance & flexibility is extremely important to us.
Our employees can choose what works best for them: work in one of our offices, be fully remote or the best of both worlds! We believe in a flexible working environment to allow Britelings to perform at their best ensuring a healthy work-life balance. We have recently implemented Britebreak Fridays: all Britelings turn off their computers and take the first Friday of every month off to focus on their wellbeing.
ABOUT EVENTBRITE
Eventbrite is a global self-service ticketing and experience technology platform that serves a community of hundreds of thousands of event creators in nearly 180 countries. Since inception, Eventbrite has been at the center of the experience economy, transforming the way people organize and attend events. The company was founded by Julia Hartz, Kevin Hartz and Renaud Visage, with a vision to build a self-service platform that would make it possible for anyone to create and sell tickets to live experiences. The Eventbrite platform provides an intuitive, secure, and reliable service that enables creators to plan and execute their live and online events, whether it’s an annual culinary festival attracting thousands of foodies, a professional webinar, a weekly yoga workshop or a youth dance class. With over 290 million tickets distributed for over 5 million total events in 2021, Eventbrite is where people all over the world discover new things to do or new ways to do more of what they love. Learn more at www.eventbrite.com.
IS THIS ROLE NOT AN EXACT FIT?
Eventbrite is committed to equality of opportunity for all staff, and applications from all suitably qualified individuals are encouraged, regardless of age, disability, sex, gender reassignment, sexual orientation, pregnancy and maternity, race, religion or belief and marriage and civil partnerships.
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