Sr. 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 Partner 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 support the Business Operations and Product team within the Ecommerce Sponsorship group in managing existing partners, troubleshooting software development alongside product, assessing business KPIs to identify growth opportunities, driving operational improvements of the department, performing QBRs, and optimizing the ongoing partner relationships. Agile, operational, and versatile, the Sr. Customer Success Manager is an advocate for their partners' needs across the business.

WHAT THIS ROLE WILL DO
• Develop expertise in our SAAS business strategy and organizational structure.
• Build and deepen relationships with partners, creating frameworks for value-driven partnerships and processes to scale digital products
• Monitor product usage and adoption trends, driving partner performance by conducting analyses.
• Manage portfolio revenue, financial reporting, and forecasting alongside FP&A
• Stay apprised of global market trends, opportunities and shifts in the competitive landscape.
• Nurture relationships with internal teams (Finance, Product, Engineering, Analytics, and Legal).
• Strong operational discipline with an analytical, process-oriented mindset; ability to set priorities, drive decisions and get closure
• Analyze and recommend long-term solutions to resolve gaps between partner needs and internal operational capabilities
• Monitor business KPI's and collaborate with Product Managers to drive performance
• Create regular cadence of reporting and quarterly business reviews
• Triage and troubleshoot partner operational issues and improve infrastructure/systems/processes
• Function as the voice of the customer and translate partner 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 entertainment, ecommerce or consulting industry.
• Previous customer success or partner-facing experience is a must.
• Digital product optimization experience preferred.
• Ability to manage multiple work-streams and prioritize competing projects.
• Exceptional relationship management, program delivery, and process improvement skills.
• 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.
• Photoshop & visual/graphic design a plus.
• 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 will evolve based upon updated regulations and factors related to COVID-19. Currently, we strongly encourage employees to be fully vaccinated or have received a negative COVID test within [24] hours of entering an office.

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Jobcode: Reference SBJ-reb0k0-216-73-216-0-42 in your application.