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Snr. Customer Success Manager

  • Customer & Community
  • Full-time
  • AU
  • Remote friendly

2021-11-30 04:30:59 UTC

Tixel is a rapidly growing ticket marketplace that is making waves, a huge amount of positive impact and changing the game in the live entertainment space. We're on a mission to fill every seat with a happy fan. 

This is an exciting opportunity to get in on the ground floor of a fast-growing start-up whilst immersing yourself in tech, music, and live events. We’re now at a critical moment in taking the business to scale as we disrupt a huge market for the better. Our event partnerships are a big part of what makes Tixel special. We work with some of the world’s best venues, promoters and artists, and we’re looking for a Customer Success Manager to develop and maintain these relationships, and give them support so that together, we can change the live industry for the better.  

What will you do?

  • Building and maintaining relationships with our venue, artist and promoter partners to drive revenue & retention.

  • Proactively employ your technical knowledge of the Tixel platform to provide relevant recommendations, top-notch client support and strategy, and increase feature adoption.

  • Working cross-functionally with our development and customer support teams to manage tactical needs for partners, and troubleshoot issues relating to ticket sales leading up to an event.

  • Assisting the Sales team in acquiring new business

  • Collecting client feedback and passing it along to the team to drive constant improvement

  • Work with our customers and our product team to identify new features that will make our product more valuable to customers

  • Maintain customer and product usage intelligence using our CRM and customer engagement platforms.

  • Ensure prompt and complete resolution of technical challenges and business issues to meet customer needs, while managing customer expectations.

  • Building and maintaining relationships with ticketing partners to drive outcomes for Tixel clients.

  • Develop content and resources to educate and enable Tixel clients.

Skills and Experience:

  • You have a flexible attitude with the ability to evolve with a business

  • You have solid organisational and time management skills, with the ability to multitask in a responsive environment

  • You’re a fast learner with the ability to juggle multiple responsibilities with ease.

  • Ideally two or more years' experience in the role of Customer Success Manager or Customer Service for a SaaS; or strong understanding and experience in events, ticketing.

  • Strong understanding of how to leverage data and metrics to make informed decisions about customer outreach and helping to hit team-wide retention and expansion goals

  • Commercially astute

  • Available and willing to work outside of regular office hours, including some weekends, whether that be assisting partners, taking meetings, or attending partner events

Why you'll love it here..

  • At Tixel, you’ll be part of the company that’s redefining live entertainment. It's a place where you can be yourself, influence the culture, and create work that you’re proud of. 

  • We have a culture of collaboration & curiosity and thrive on solving problems for fans and event organisers.

  • You will have true ownership over your area of responsibility, and your input will be pivotal to the success of the company. In turn, you'll have a real impact on people and on the live events industry as a whole.

  • You will have the opportunity to roll up your sleeves and get down into the weeds to build out the future. You will have unlimited scope to grow as the business scales.

  • We work hard, but we have fun. Otherwise, what’s the point? We encourage all staff to attend live events. You'll even have a monthly ticket allowance as a perk of the job.

  • We will invest in your development and make it our priority to help you achieve your career objectives. You’ll even have access to a ‘level-up allowance’.

  • We’re proud of the fact we have a diverse team, we are family-friendly, and have a flexible work environment with our HQ based in Melbourne, Australia and growing team in the UK.

Apply now, with a short note introducing yourself, and we’ll be in touch.

Remote restrictions

  • Must be a resident of Australia