Senior Customer Success Manager at Tixel

Melbourne, Sydney, Remote melbourne sydney remote support full-time
Posted 25 days ago

Tixel is the leading fan-to-fan ticket marketplace in Australia and New Zealand. We bring fans and creators together with our technology, working closely with the best festivals, promoters and venues across Australia and New Zealand. Tixel protects fans from scams, but keeping event organisers happy is at the core of what we do.

We’re looking for a Senior Customer Success Manager with exceptional interpersonal skills to lead the customer success function and provide first rate support to all of our event organisers and integration partners.

You’ll be a part of a fast-paced, high energy team — aligned by the love of music. We have a flexible working approach with our HQ in Revolver Lane, Prahran, one of the cultural hubs of Melbourne. Day-to-day, you’ll be responsible for engaging with and maintaining good working relationships with event organisers, venues and artist managers.

You will use your experience to balance account management, upsell and reactive support to ensure our partners are getting the most out of Tixel. You will work with a variety of promoters, artists, venues and events which means there’s always something new and exciting to work on.

You’ll also work closely with other team members to understand the direction and needs of the business, and in turn, the product. Being a startup there’s limitless opportunity for growth, so you’ll need a thirst to learn.

What you’ll do;

  • Use data to strategise how partners can maximise outcomes and best use the product.
  • Set up and launch ticketing campaigns with our high touch partners.
  • Stay ahead of the game: knowing what events are happening when, and reaching out at the right time.
  • Provide product and administrative support for Tixel Partners.
  • Help refine the strategy to grow our B2B arm in Australia and New Zealand.
  • Work collaboratively across all business functions to ensure all client SLA's are met.
  • Identify opportunities for process improvements, upsells and referrals and work collaboratively to execute them.
  • Speaking regularly with key accounts to understand where the product can be improved
  • Spot bugs and identify requirements for internal tools, communicating them to the product team.

We should definitely chat if;

  • You have 3 + years experience in a success or account management role in an online/digital environment
  • You’re highly detail orientated.
  • You’re proactive and think a few steps ahead.
  • You’re social and love being around people. Your interpersonal skills are reflected in the strong friendships and deep networks that you have.
  • You like to get your hands dirty and work closely within the operations of the business. We are a small team so everyone does a bit of everything.
  • You’re a fast learner with the ability to juggle multiple responsibilities with ease.

Experience managing account relationships, dealing with event organisers/promoters, or working in a startup/early-stage company are all plusses.