Client Services Manager - Asia Pacific

  • Full-time

Company Description

accesso technology has been providing cutting edge queuing and ticketing solutions to major theme parks and attractions for over a decade. Our powerful and innovative solutions deliver breakthrough revenue generating technology for our clients around the world. 

accesso products and services currently support some of the top attractions in the world including a wide variety of paid admission operations ranging from theme parks, water parks and zoos to cultural attractions and sporting events. 

Our innovative approach to driving revenue are key differentiators of our proprietary and patented technology. We help our clients achieve their goals through our unsurpassed service, rapid release software deployment and commitment to innovation. Everything we do helps our clients focus on what they do best, providing outstanding experiences for guests while we provide technology that readily supports our clients efforts to drive revenue. We have focused intensely on fine tuning our process to ensure success for our clients and, in turn, our company.

If you are searching for a career with a growing company in the fast paced technology field, we may be looking for you! We look for self-starters with excellent problem-solving techniques that embody our 5 Core Values: Integrity, Commitment, Passion, Innovation, Teamwork.

Job Description

What We Need 

An experienced Client Services Manager who is the primary contact for all aspects of account service and development for an established portfolio of key clients in the Asia-Pacific region who are using accesso's Passport and Siriusware solutions. Qualified candidates will have the ability to work in Australia and be able to relocate to any of the following Asian countries: China, Taiwan or Japan. He/She must be an expert in Japanese language and culture and fluent in English; any additional Asian languages is highly preferred. 

The Client Services Manager will be responsible for owning and developing the relationship with clients and promoting the use of accesso services and products. He/she is accountable for the end-to-end service experience for assigned clients, and ultimately, the client's overall service satisfaction. As expected with a role with this level of responsibility, candidates must have the flexibility and be willing to work extended hours when necessary to ensure the service delivered to our clients is of the highest standards, and any challenges are dealt with swiftly and efficiently to minimise operational impact, guest experiences and ticket sales.  Our clients are theme parks and attractions so this may include work during evenings, weekends and holidays, especially so during seasonal peaks.

Additional responsibilities include: 

  • Maintaining and building outstanding lines of communication with clients first and foremost as well as internal teams including customer support, development, IT support and quality assurance. 
  • Managing, maintaining and administering the preparation, configuration, loading, and testing of products for sale across all client systems including online purchases, onsite ticketing needs and purchases using mobile platforms.
  • Performing new client on-boarding which includes requirement gathering, user set-up, product set-up and system training.
  • Managing projects for both new clients and continued development of existing clients; leading the technical, client and project activities in a prioritized and pro-active manner.
  • Proactively managing high level, complex client service issues, researching and resolving issues quickly and efficiently.
  • Contributing to overall accesso growth and profitability by working with clients to subscribe to additional service opportunities, general higher utilization of existing services and support continued renewal contracts.
  • Acting as client advocate, providing client feedback on changing needs, trends, expectations and satisfaction; keep clients informed of significant issues that might affect them.
  • Providing overall account management, including billing oversight, contract addendums and tracking technical projects.
  • Quoting and track all billable project work.
  • Provide continued training support as clients leverage additional system functionality.

Who We Are  

accesso Technology Group, plc® is a world-wide software company delivering industry leading virtual queuing, eCommerce and ticketing solutions for the attractions, cultural and leisure industries. 

accesso products and services already support some of the top attractions in the world including a wide variety of paid admission operations in household name attractions, ranging from theme parks, water parks and zoos to cultural attractions and sporting events.

Our innovative approach, to driving revenue are key differentiators of our proprietary and patented technology. We help our clients achieve their goals through our unsurpassed service, rapid release software deployment and commitment to innovation. Everything we do helps our clients focus on what they do best, providing outstanding experiences for guests while we provide technology that readily supports our clients’ efforts to drive revenue. We have focused intensely on fine tuning our process to ensure success for our clients and, in turn, our company.

If you are interested in joining a team who values Passion, Commitment, Teamwork, Innovation and Integrity and what we’ve described above is YOU, then apply today and let’s talk!

Qualifications

Who You Are

You are a polished, client-services professional who loves to work with people and technology equally. You are a strong communicator, both verbal and written, with demonstrated project and time management abilities. You are passionate about your work and committed to getting the job done, even if it means working extended hours, on the weekend and holidays as needed. Additionally, you will have experience in: 

  • Preparing, building and presenting client demos on technical software/applications.
  • General office technology platforms including the Microsoft suite of products and Outlook.
  • Supporting technical applications and have knowledge of/proficiency in database structures, SQL, HTML, Java and understanding of Google Analytics. 
  • You are a road (plane?) warrior; able and willing to travel extensively, on short notice when necessary. You may be traveling at least 60% of time within Asia and internationally as needed therefore you must have a valid Passport and maintain a satisfactory driving record in order to obtain a rental car at travel destination. 
  • Multiple languages, including fluency in Japanese and English 
  • Bachelor’s Degree is required with Business or technology related disciplines preferred.

Bonus Points 

  • Previous eCommerce and/or Theme Park/Leisure industry ticketing experience

Additional Information

What We Offer: 

  • Competitive compensation and benefits package (based on experience), as required by law in country of employment
  • The opportunity to earn an individual bonus (based on established KPIs) as well as annual company discretionary bonus with the potential for stock options.

Other Considerations: 

  • You’ll be reporting to a Regional Managing Director 
  • This position will reside in Australia, however qualified candidates must be eligible to work, or obtain sponsorship to work in, one or more of the following countries: Australia, China, Taiwan or Japan