Customer Success Manager, Music & Entertainment

Customer Success Manager, Music & Entertainment

WHO WE ARE

Tradable Bits is an award-winning tech company that helps music, sports, and entertainment brands build better fan experiences. With headquarters in Vancouver, Canada, we work with some of the most iconic names in live events including Live Nation, Outside Lands, Danny Wimmer Presents, Blue Note, Peachtree Entertainment, BMG, and more. We power fan-first marketing by helping partners acquire, understand, and activate their first-party fan data.

WHO YOU ARE

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.

THE ROLE

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.

This is a primarily in-office position based in Vancouver, BC.

WHAT YOU’LL DO: 

Customer Onboarding and Adoption:

• 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.

Customer Relationship Management:

• 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 

Nurture Customer Feedback + Customer Advocacy:

• 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 Management and Industry Expertise:

• 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.

Business Reviews and Renewals:

• 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.
  

SKILLS/QUALIFICATIONS

• 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
  

BONUS SKILLS/QUALIFICATIONS

• Diploma or Bachelors Degree in Communications, Business, Marketing, Music Marketing or related field(s)
• 1-2 years experience in social and/or paid marketing, account management, business development, or customer relations/support
• Experience with social media and digital marketing for business
• Keen interest or work/volunteer experience in music or entertainment (artist management, concerts and/or festival marketing/operations,  major label, etc) will be an asset

WORK PERKS:

• We offer a competitive salary and full extended health benefits
• We provide a laptop and extensive phone plan
• Beautiful open-concept office in the heart of Mount Pleasant, Vancouver 
• Team-oriented environment with free snacks, coffee and drinks 
• Flexible work options

Tradable Bits celebrates and welcomes people of all backgrounds, cultures, perspectives and orientations. We value diversity in all forms and encourage our people to be their true selves at work every day. We encourage candidates from all and any backgrounds to express their interest for the role and If there is something we can do to help make the recruitment process or the job more accessible, let us know.