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Live Nation Entertainment · 8 hours ago

Senior Manager, Customer Success

New York, NY

Full-time

Onsite

Mid, Senior Level

$110K/yr - $120K/yr

6+ years exp

Live Nation Entertainment is the world’s leading live entertainment company, comprised of global market leaders. The Senior Manager, Customer Success will manage existing clients, troubleshoot software development, assess business KPIs, and optimize ongoing client relationships to drive business growth.

ConcertsEvent PromotionEventsMedia and EntertainmentTicketing

No H1B

Responsibilities

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

Qualification

Customer success experienceDigital product optimizationFinancial analysisEcommerce experienceProject managementRelationship managementAnalytical mindsetMS Excel proficiencyData analysisProcess improvementCommunication skills

Required

BA/BS degree

6+ years of relevant experience in technology, ecommerce or consulting industries

Previous customer success or client-service experience is a must

Demonstrated ability to take independent and appropriate action on meetings, tasks, and conversations

Demonstrated ability to filter information, provide relevant context, and proactively identify follow-up questions for various stakeholder audiences

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%

Preferred

MBA preferred

Digital product optimization experience preferred

Benefits

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

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

401(k) program with company match, Stock Program

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

Tuition reimbursement, student loan repayment internal growth and development programs & trainings

Volunteer time off, crowdfunding network

Company

Live Nation Entertainment

Glassdoor4.0

Live Nation Entertainment is a producer, promoter, and seller of live concert tickets for artists and fans. It is a sub-organization of Priority Records.

Founded in 1996

Beverly Hills, California, USA

10001+ employees