THE CHALLENGEThe global Customer Success team at Eventbrite is a critical part of delivering a delightful experience to organizers and consumers. We are 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.
THE TEAMPartnering 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 ROLEThe Success Data Analyst will 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.YOU WILL
- Translate both strategic and tactical questions into analytics requirements, collect and analyze data, 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
- 2-5 years of relevant experience in data science, analytics, operations, 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
- Adaptable to changing needs and situations in a fast-paced environment
- Highly motivated, results-oriented, self-directed, and collaborative
- Effective, clear, and concise verbal and written communication to both technical and non-technical audiences
- Required Skills: Excel, Salesforce, SQL, and Tableau (or equivalent software)
- Preferred Skills: Google Analytics, Genesys, Social Studio (or equivalent software)
WHAT WE OFFERAt 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.
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