Client Services Manager

Tapaygo is looking for a highly motivated and experienced individual with technical, operational client and account management expertise.

This role is designed to plan and deliver a world-class customer experience for our partners and their event attendees. You will need to drive the operational deployment of our installations. Our clients may include a partner whose attendees use a mobile pay solution through an entire sports season, or a RFID cashless payment solution for a one-off weekend festival.

Key Responsibilities

• Manage the planning, design and execution of the operational rollout of our solution
• Evaluate and analyse customer needs to map out a customer journey
• Manage and build relationships with third-party vendors
• Lead with the onsite or remote testing of our solutions
• Occasionally attend site visits and client deployments
• Provide support and training for clients, third-party vendors and staff
• Provide on-going support for permanent installations and license partners
• Work closely with our project management team throughout the duration of our deployment to ensure we achieve and meet the requirements of our clients
• Collate and feedback any possible technical improvements which could be made to Tapaygo’s product team
• Improve and document processes to aid client onboarding
• Ensure events are delivered on time and to the best in class quality, whilst ensuring client satisfaction

Skills & Experience

• 2+ years of experience working in a similar client-facing role in events, POS systems, RFID and/ or ticketing
• Strong people skills - interpersonal skills; emotional intelligence to work with a diverse group of colleagues; collaborative style; commitment to teamwork and development of good working relationships with employees and customers
• Excellent and senior-level communication skills on a variety of platforms including phone and email
• Expert trouble-shooter and problem solver
• Fluent in English - additional languages are advantageous but not essential
• Capable of quickly absorbing new technologies