Senior Customer Success Manager

Job Description

WHO ARE YOU?

Passionate and driven, with an entrepreneurial spirit. Resourceful, innovative, forward-thinking, and collaborative. At Live Nation Entertainment, our people embrace these qualities, so if this sounds like you, please read on!

THE JOB

Live Nation Entertainment's Media & Sponsorship Sr. Customer Success Managers pivot between Client Management (external) and Business Operations (internal), without missing a beat. You thrive in a dynamic, fast-paced environment and enjoy creating mutually beneficial relationships with partners to drive business growth. Part problem-solver, project manager, and product expert, Customer Success Managers continually focus on driving value for partners and increasing their success within our Ecommerce marketplace.

Your job will be to manage existing clients, troubleshoot software development alongside product, assess business KPIs to identify growth opportunities, drive operational improvements, perform QBRs, and optimize the ongoing client relationships. Agile, operational, and versatile, the Sr. Customer Success Manager is an advocate for their clients' needs across the business.

WHAT THIS ROLE WILL DO
• Build and deepen relationships with clients, creating frameworks for value-driven partnerships and processes to scale digital products
• Monitor client product usage and adoption trends, driving client performance by conducting analyses and identifying insights to drive improved performance
• Manage client portfolio revenue, financial reporting, and forecasting alongside FP&A
• Stay apprised of global market trends, opportunities and shifts in the competitive landscape of our clients
• Nurture relationships with internal stakeholder teams (Finance, Product, Engineering, Analytics, Legal, etc.) and evangelize clients' needs across these internal stakeholders
• Analyze and recommend long-term solutions to resolve gaps between client needs and internal operational capabilities
• Monitor business KPIs and collaborate with Product Managers to drive performance
• Create regular cadence of reporting and quarterly business reviews
• Triage and troubleshoot client operational issues and improve infrastructure/systems/processes
• Function as the voice of the client and translate client feedback to Product team to optimize digital products over time

WHAT THIS PERSON WILL BRING
• BA/BS degree, MBA preferred
• 6+ years of relevant experience in technology, ecommerce or consulting industries
• Previous customer success or client-service experience is a must
• Digital product optimization experience preferred
• Ability to manage multiple work-streams and prioritize competing projects
• Strong understanding of business financial concepts; comfortable with financial analysis in excel
• Exceptional relationship management, program delivery, and process improvement skills
• Strong operational discipline with an analytical, process-oriented mindset; ability to set priorities, drive decisions and get closure
• Strategic problem-solver, who is open to coaching and training
• Excellent written, verbal, and interpersonal communication skills
• Proficient in MS Excel, PowerPoint, data analysis, and visualization tools
• Ability to travel approximately ~15%

Applicants for employment in the US must possess work authorization which does not require sponsorship by the employer for a visa

BENEFITS & PERKS
Our motto is 'Taking Care of Our Own' through 6 pillars of benefits:

HEALTH: Medical, Vision and Dental benefits for you and your family, including Flexible Spending Accounts (FSA) and Health Savings Accounts (HSAs)

YOURSELF: Generous paid time off policy including paid holidays, sick time and paid days off for your birthday, Free concert tickets

WEALTH: 401(k) program with company match, Stock Program

FAMILY: New parent programs & support including caregiver leave and baby bonuses, infertility support

CAREER: Tuition reimbursement, student loan repayment internal growth and development programs & trainings
OTHERS: Volunteer time off, crowdfunding network

Live Nation's policy regarding vaccinations and masking related to a pandemic or other infectious disease control measures, acts of God, health and safety mandates and/or restrictions imposed by applicable local, state or federal governments has evolved over time. Currently, we strongly encourage employees to be fully vaccinated from such infectious diseases for which vaccinations are available. You are expected to follow Live Nation's health and safety protocols and policies as they change from time to time.

Jobcode: Reference SBJ-rvbj9w-18-216-208-73-42 in your application.