Senior Customer Success Manager, Live Nation
$110-120k
Offers Stock Program
More information about location
Entertainment events promoter and producer
Be an early applicant
Entertainment events promoter and producer
1001+ employees
Be an early applicant
$110-120k
Offers Stock Program
More information about location
1001+ employees
Company mission
Live Nation's mission is to help live music fans more easily and quickly find concert tickets and information about their favourite artists and venues.
Role
Who you are
- Passionate and driven, with an entrepreneurial spirit. Resourceful, innovative, forward-thinking, and collaborative
- 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
What the job involves
- 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
- 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
Our take
Live Nation is the world's leading live entertainment company, sitting at the top of the market in live events and ticketing. Formed in 2009, it is a major international company, with key business segments made up of concerts, ticketing, and sponsorship and advertising.
Despite its dominant position in the market, the company saw an 84% drop in revenue during 2020 and the closure of live events. Since then, however, demand has been stronger than ever for their ticket sales. This is a reflection that live events remain a clear priority for consumers and has been further reflected in Live Nation's acquisitions of companies - like Goodlive - that complement and bolster Live Nation's portfolio.
In addition to live events, a key area to watch for Live Nation will be the rise of online concert streaming, like that undertaken by competitors such as Driift. Major festivals such as Glastonbury have trialled online concerts with mixed reviews. If it proves successful, this could be a major new section of the entertainment market and a big potential part of Live Nation's future ventures.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Company benefits
- Unlimited paid time off policy
- Work from home opportunities
- HEALTH: Medical, Dental and Vision benefits for you and your family, including Flexible Spending Accounts (FSA) and Health Savings Accounts (HSAs)
- YOURSELF: Paid time off policy including holidays, sick time and day off for your birthday, free concert tickets
- WEALTH: 401(k) program with company match, Stock Program Reimbursement
- FAMILY: New parent programs & support including caregiver leave and baby bonus, infertility support
- CAREER: Tuition reimbursement, student loan repayment internal growth and development programs & trainings
- OTHERS: Volunteer time off, crowdfunding network
Company values
- Live for artists - Artists are the heart of what we do and we have deep reverence and respect for their creativity. We believe live music is vital to art and culture which is why in 2019, we paid artists more than $6 billion, making Live Nation by far the largest financial supporter of musicians. Beyond global touring deals and festival performances, our Artist Nation group offers services such as management, business marketing and consulting to artists across all genres
- Live for decentralisation - We don’t believe in bureaucracy and we don’t mandate synergy. We keep our corporate teams small, because we trust that our decentralized divisions know how to make the best decisions for their businesses in real time
- Live for ideas - Part of working in a creative industry is imagining what could be and exploring the possibilities. We encourage everyone at Live Nation to dream big and email our CEO with ideas to move our business forward
- Live for entrepreneurship - Employees who thrive here are self-starters who are experts at what they do. While we give a tremendous amount of independence to our employees, we are also precise and exacting about performance. There is no hiding behind process here. You are evaluated on your results and concrete contributions to our business
- Live for focus - We have a long “To Do” list but an even longer “Not To Do” list. As the demand for live events continues to grow across the globe, we have to stay focused on our core mission of connecting artists with their fans for those magical hours of live music
- Live for talent - We believe talent comes from any place or background. This is not a place for elitists. We hire people for who they are – hard workers who deliver results and are passionate about what they do
Company HQ
Barbican, London, UK
Articles
Leadership
Michael Rapino
(President and CEO, not founder)They worked for 10 years in various marketing and entertainment capacities at Labatt’s Breweries of Canada. They held several roles at Clear Channel Communications, including President and CEO of Global Music. They were named CEO and President of Live Nation in 2005.
People progressing
Joined as a Financial Accounting Manager in 2017, promoted to Director and then VP of Financial Accounting.
Joined as Executive VP Marketing in 2012, promoted to Senior VP & Head of Marketing after 2 years.
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