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A next generation event management platform

Customer Success Specialist

$50k – $60k • 0.1% – 0.2%
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Lennd is a next generation event management platform working with some of the most successful events around the world.

POSITION DESCRIPTION

The Customer Success Specialist is an energetic customer facing professional who will engage, retain and drive our customers’ understanding of Lennd’s product offerings. The CSM is measured on customer satisfaction, the retention of our client base, product adoption, training effectiveness, and customers willingness to refer Lennd to their network of events. The ideal candidate is passionate about event operations, about providing an exceptional experience for every customer they interact with and about the impact the Lennd platform can have on the event world.

RESPONSIBILITIES

-- Act as a trusted advisor, thought leader, and subject matter expert to customers in relation to the full suite of Lennd’s products.
-- Project Manage the full life cycle of each event client.
-- Onboard and educate customers about Lennd’s products
-- Develop and maintain a deep understanding of customers’ business drivers and operational goals, and steer our product to align with those initiatives.
-- Partner and work very closely with Sales to define and achieve customers’ success criteria, demonstrate ROI, ensure customer renewals and identify ways to increase revenue and product adoption per client.
-- Act as a liaison between internal teams to ensure customer needs are being met; coordinating amongst sales, marketing and product teams.
-- Implement regular webinars, highlighting different aspects of the Lennd platform.
-- Support Lennd’s product marketing efforts, where necessary.
-- Conduct regular customer interviews for case studies, marketing and product development.

KEY COMPETENCIES

-- A problem solving mindset.
-- Capability to communicate the product(s) and brand, clearly and effectively to customers and key stakeholders.
-- Ability to clearly communicate and synthesis customer details (needs, feedback, concerns, opportunities, etc.) internally to multiple departments (Sales, Product, Marketing, Design).
-- Highly organized, proactive, self-starter, and team player with a love of continually improving the processes around you.
-- Ability to manage multiple projects with varying processes at once.
-- Ability to lead each event team to success.
-- Requires someone who can pro-actively and positively empower the client to work as independently as possible. You know when to go above and beyond for a client and when to empower them to do the work.
-- History of managing and leading multiple personality types through tight deadlines and training.
-- Highly organized, proactive, self-starter, and team player with a love of continually improving the processes around you.
-- Outstanding written and verbal communication skills, coupled with strong empathy for customers and their success.

REQUIREMENTS: WHAT YOU BRING TO THE TABLE

-- Bachelor’s Degree or equivalent work experience
-- 3-5 years of event operations experience with large scale events.
-- Proven experience with the event operations software, event databases and/or ticketing and RFID software.
-- 1-2 years of B2B SaaS Software customer success, account management, project management, sales or consulting experience.
-- Enthusiasm and proven career aspirations in event operations.
-- Technically savvy and skilled using hubspot, salesforce, project management tools, etc.
-- Occasional travel for in-person customer meetings.
-- Commitment to Lennd’s vision and goals.
-- Ability to work weekends to ensure the ultimate client experience.
-- Proven record of successfully being measured to retention and customer satisfaction goals is a plus.
-- A winning track record and get it done mentality
-- Entrepreneurial drive and work ethic.

WHY LENND

-- Be apart of building a next generation platform and high growth organization.
-- You’re excited about changing the way an entire industry operates.
-- Work with some of the most successful organizations in Music, Sports, Culinary, Media and Business.
-- Competitive salary, benefits and equity.
-- This is your chance to get ownership in an exciting company, in an industry you are passionate about.
-- Work in one of the more exciting, new locations in San Diego (Liberty Station).
-- Cold Brew and Beer on Tap.
-- Paddle Boarding out the back door of the office.

NOTE FROM THE TEAM (Please Read)

For anyone that has worked on large scale events, you know that the work can be intense, high stress (at times), with high expectations. You also know there is a sense of satisfaction that comes with creating an incredible experience for thousands of people and being the one people rely on to get things done. We are only looking for potential team-members that revel in that mentality and will embrace this week in and week out, year around. Our clients view us as partners and we are committed to their success. You are an advocate, your are problem solver, you are a work-horse. Our culture is defined by each our ability to own our role and execute. If this fits what you want as the next step in your career, we're excited to speak with you.

EQUAL OPPORTUNITY

LENND is committed to equal treatment and opportunity in all aspects of recruitment, selection, and employment without regard to gender, race, religion, national origin, ethnicity, disability, gender identity/expression, sexual orientation, veteran or military status, or any other category protected under the law. LENND is an equal opportunity employer; committed to a community of inclusion, and an environment free from discrimination, harassment, and retaliation.

COMPANY DESCRIPTION

LENND is a next generation event management platform that simplifies and centralizes the event operations process. We are the core platform event teams from the world of music, sports and business rely on to collect, store and manage their most critical operational information for their vendors, artists, sponsors, staff and contractors.

Some of our incredible clients include: Outside Lands Music Festival, Governors Ball, NFL, Life Is Beautiful, Farmers Insurance Open, Newport Folk Festival, Oktoberfest Brisbane, Ottawa Bluesfest and more.

Our team has over 30 years of experience in events and technology and backed by some of the most influential individuals and organizations in the event industry.

Contact
Chris Carver: Chris@lennd.com

Meet your team

People you would work with in this role

Chris Carver

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Co-Founder @LenndApp • Former COO Invisible Children • VP + GM at Active Network (10 Years) • MBA Kellogg • Intern for Billy Beane Oakland A's

Joshua Parolin

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Stephen Witmer

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