Customer Success Manager, Tradable Bits

• You live and breathe music and live entertainment
• You stay on top of industry trends, love attending concerts, festivals, and shows, and are energized by the pace and creativity of the music business
• You’re motivated by helping the industry evolve how it connects with fans and you bring a constant stream of ideas for how technology can unlock better fan experiences
• You’re a confident relationship-builder who enjoys building trust, excels in communicating, and takes pride in being known as a trusted, knowledgeable partner in the music and entertainment ecosystem
• Expert-level communication and presentation skills (speaking, reading, writing)
• Personable, approachable, and a keen sense of humour
• Excellent problem solving and troubleshooting skills
• Professionalism, reliability and tact: able to work with everyone from c-level executives to day-to-day users
• Creativity, curiosity, and a drive for innovation
• Major team-player mentality
• Confidence, tact and entrepreneur-level independence
• Organized, detail-oriented and able to manage multiple projects while still meeting deadlines
• Independent problem solver: able to tackle difficult issues and troubleshoot with little guidance/support
• Familiarity with Slack, Google Suite, JIRA/Open Project, Asana, etc

Desirable

• As our Customer Success Manager, you will collaborate with our music and entertainment clients on groundbreaking digital marketing campaigns
• We want you if you're bursting with ideas for digital marketing projects, constantly nerding out over new technologies, and have experience building personal relationships with clients
• You will be expected to engage, retain, and drive customer renewals and growth by ensuring our clients are able to achieve their business goals using our technology
• Oversee the plumbing and setup of new customer accounts from start to finish
• Guide customers through the setup and training process on Tradable Bits, ensuring comprehensive awareness and utilization of all features to maximize value and facilitate seamless adoption experiences
• Build and nurture relationships with customer stakeholders, ensuring ongoing adoption of platform features and maintaining regular engagement throughout the customer lifecycle
• Collaborate on campaign ideas and digital strategies, offering creative and effective solutions tailored to our platform
• Establish productive and trusted relationships with key stakeholders and guiding them as a trusted advisor
• Conduct Strategic Business Reviews to uncover insights using data and share product updates and market insights within your portfolio
• Act as the internal customer advocate, translating customer requirements into actionable tasks for Tradable Bits product development
• Confidently navigate and demo the Tradable Bits platform; keeping yourself informed of all the new features
• Identify risks, upsell opportunities, and collaborate with internal stakeholders to present effective solutions
• Project manage custom development work for strategic music and entertainment partners: documenting project scope and budget while ensuring deadlines are met
• Help execute on Professional Services sold to partners including workshops, campaign building and custom reporting
• Develop a deep understanding of industry trends, best practices, and business goals, focusing on how fan marketing drives business value and ROI
• Conduct Business Reviews with customers, providing thought leadership on how to improve their strategy using our technology solutions
• Manage partner renewals and contribute to the Tradable Bits product roadmap and growth plans by collaborating with Product and Marketing teams
• Identify opportunities for expansion/upsell with your book of business in collaboration with the Inside Sales team
• Growing our partners interest and success by upselling and cross-selling Tradable Bits and partner solutions; helping to increase annual recurring revenue and expansion targets