Senior Customer Success Manager

This is a Full Time Job

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 U.S. 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.

EQUAL EMPLOYMENT OPPORTUNITY

We are passionate and committed to our people and go beyond the rhetoric of diversity and inclusion. You will be working in an inclusive environment and be encouraged to bring your whole self to work. We will do all that we can to help you successfully balance your work and homelife. As a growing business we will encourage you to develop your professional and personal aspirations, enjoy new experiences, and learn from the talented people you will be working with. It's talent that matters to us and we encourage applications from people irrespective of their gender, race, sexual orientation, religion, age, disability status or caring responsibilities.

Live Nation strongly supports equal employment opportunity for all applicants regardless of age (40 and over), ancestry, color, religious creed (including religious dress and grooming practices), family and medical care leave or the denial of family and medical care leave, mental or physical disability (including HIV and AIDS), marital status, domestic partner status, medical condition (including cancer and genetic characteristics), genetic information, military and veteran status, political affiliation, national origin (including language use restrictions), citizenship, race, sex (including pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, sexual orientation, or any other basis protected by applicable federal, state or local law, rule, ordinance or regulation.

We will consider qualified applicants with criminal histories in a manner consistent with the requirements of the Los Angeles Fair Chance Ordinance, San Francisco Fair Chance Ordinance, and the California Fair Chance Act and consistent with other similar and / or applicable laws in other areas.

We also afford equal employment opportunities to qualified individuals with a disability. For this reason, Live Nation will make reasonable accommodations for the known physical or mental limitations of an otherwise qualified individual with a disability who is an applicant consistent with its legal obligations to do so, including reasonable accommodations related to pregnancy in accordance with applicable local, state and / or federal law. As part of its commitment to make reasonable accommodations, Live Nation also wishes to participate in a timely, good faith, interactive process with a disabled applicant to determine effective reasonable accommodations, if any, which can be made in response to a request for accommodations. Applicants are invited to identify reasonable accommodations that can be made to assist them to perform the essential functions of the position they seek. Any applicant who requires an accommodation in order to perform the essential functions of the job should contact a Human Resources Representative to request the opportunity to participate in a timely interactive process. Live Nation will also provide reasonable religious accommodations on a case by case basis.

HIRING PRACTICES
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