Overview
How to apply: Please apply online at https://www.eventeny.com/about/careers/
We are seeking a highly skilled and experienced Manager of Customer Operations to lead and optimize our customer operations. As the Manager of Customer Operations, you will be responsible for managing a team of Community Engagement Specialists (CES) who work closely with our customers to ensure their success, retention, satisfaction, and revenue growth. You will play a critical role in developing and implementing strategies to enhance customer operations, drive customer retention, and maximize revenue per customer.
Here’s what you’ll do
- Strategic leadership: Manage and provide strategic leadership to a team of Community Engagement Specialists (CES), ensuring they have the necessary resources, guidance, and support to excel in their roles. This includes scheduling team meetings, one-on-ones, growth plans, etc.
- Performance metrics: Set clear goals, performance metrics, and KPIs for the CES team, and regularly track and analyze their performance to drive continuous improvement.
- Department collaboration: Collaborate with sales and marketing teams to align customer operation strategies with overall business objectives and revenue goals.
- Customer strategies: Develop and implement customer success and retention strategies to increase feature utilization, upsell opportunities, and revenue per customer. Our diverse customer base includes event organizers as primary stakeholders and encompasses secondary customers such as attendees, artists, vendors, sponsors, and more.
- Product improvement: Work closely with cross-functional team, including product management and engineering to gather customer feedback and insights, and drive product improvements and enhancements.
- Streamline operations: Identify and implement process improvements to streamline customer operations, improve efficiencies, and enhance the overall customer experience.
- Customer satisfaction: Monitor customer satisfaction metrics, conduct customer surveys, and implement initiatives to drive customer satisfaction and loyalty.
- Industry knowledge: Stay up-to-date with industry best practices, trends, and technologies in customer success and operations, and drive continuous learning and development within the team.
- Frequent travel to conferences and events, including giving presentations, to support Eventeny’s growth.
Here’s what we are looking for
- Bachelor’s or Master’s degree in business, or a related field (MBA preferred).
- 6+ years of experience in customer success, account management, or customer operation roles, preferably within the SaaS industry.
- Strong leadership skills with the ability to inspire and motivate a team.
- Excellent communication and interpersonal skills to effectively interact with customers and internal stakeholders.
- Proven track record of driving customer retention, revenue growth, and customer satisfaction.
- Analytical mindset with the ability to use data and metrics to drive decision decision-making and continuous improvement.
- Experience working with CRM systems such as HubSpot and customer success tools such as Zendesk.
- Excellent leadership, communication, and collaboration skills.
- Ability to thrive in a fast-paced and dynamic environment, with a hands-on, proactive approach to problem-solving.
- Possesses a growth mindset & is hypothesis-driven.
- Ability to work in a fast-paced start-up environment.
- Event management experience is preferred.
- Passion for Eventeny’s mission and the impact we can have on the world.
Benefits of Working for Us
- Flexible schedule – work around your life and your needs; we don’t count your hours.
- Unlimited Paid Time Off – yes, really!
- Fully remote.
- Comprehensive health insurance.
- Vision and dental insurance.
- Group life Insurance.
- Quarterly employee bonuses.
- 401K retirement plan.
- Yearly company retreat.
- Potential for customer event access.
- Company-provided laptop and general office supplies.
Compensation
This is a full-time position with a base salary range of $80,000 - $100,000, benefits, and quarterly bonus payouts. The final offer will be determined by multiple factors, including candidate experience and expertise. This is a remote position in the US only.
About The Team
Eventeny was founded on the belief that managing large-scale events with hundreds of exhibitors, vendors, sponsors, and volunteers should not be stressful and burdensome. Our mission is to remove event organizers from being the 5th most stressful job in the world. That's why we built Eventeny and continue to work every day on the biggest problems in the event industry. We don't just dream it, we build it. Today, Eventeny serves more than 12,000 large festivals and conventions worldwide.
Our customers come from all walks of life, and so do we. We hire great people from a wide variety of backgrounds, not just because it’s the right thing to do, but because it makes our company stronger. We don’t think we should have to advertise that we’re LGBTQIA+, neurodivergent, and disability friendly, or that we put our employees mental and physical health before everything else, but we do, because it’s not the norm for most companies (yet!).
We’re a diverse, inclusive, and welcoming team of individuals who thrive in a fast-paced and ever-changing environment. Our team works closely together to brainstorm and improve our processes and the customer experience every single day. We prioritize our work based what’s best for our customers, not what’s going to make us the most money.
If you share our values and our enthusiasm for events, you will find a home at Eventeny.
Eventeny is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristics. Eventeny considers qualified applicants with criminal histories, consistent with applicable federal, state, and local law. Eventeny is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at cooljobs@eventeny.com.
Job Types: Full-time, Part-time, Contract
Pay: $80,000.00 - $100,000.00 per year
Benefits:
- 401(k)
- Dental insurance
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Schedule:
Education:
Experience:
- Customer relationship management: 6 years (Required)
Work Location: Remote