Performance and Outcome Management

• Monitor agreed measures such as throughput, availability, utilization, transaction performance, service speed, and operational adoption.
• Work with the client to understand whether Boxbar is delivering the intended operational and commercial value.
• Produce clear performance summaries and client-facing outcome reports.
• Identify gaps between expected and actual performance.
• Coordinate improvement plans with Operations, Product, Engineering, or Training.
• Ensure performance information is accurate, understood, and used constructively.

Client Relationship and Communication

• Build strong relationships with the client’s operational and day-to-day stakeholders.
• Act as a trusted and dependable point of coordination for ongoing success.
• Maintain regular, proactive communication rather than relying on the client to raise concerns.
• Set clear expectations and communicate honestly when risks or issues arise.
• Ensure client concerns are recorded, owned, and progressed.
• Maintain professional communication across high-pressure event environments.

Client Health and Risk Management

• Maintain a structured client health assessment.
• Identify dissatisfaction, declining utilization, repeated incidents, or reduced engagement.
• Escalate material commercial risks to the Head of Strategic Partnerships.
• Escalate material delivery or technical risks to Operations and relevant functional leaders.
• Create joint recovery plans where the relationship or service outcome is at risk.
• Track whether agreed recovery actions are producing the intended improvement.

Expansion Identification and Handover

• Identify potential opportunities arising from strong operational results, unmet client requirements, or additional venue needs.
• Capture relevant evidence and client context.
• Introduce opportunities to the Head/VP of Strategic Partnerships for qualification and commercial ownership.
• Support commercial discussions by supplying operational data, success evidence, and client feedback.
• Avoid making unapproved pricing, contractual, or commercial commitments.

Continuous Improvement

• Analyse recurring themes across clients and activations.
• Share structured client insight with Product, Operations, Engineering, and Commercial teams.
• Help improve onboarding, training, reporting, activation, and support processes.
• Contribute to client case studies and evidence of measurable outcomes.
• Help Boxbar create a consistent global client-success model as the business scales.

Performance Measurement

Final numerical targets will be confirmed through a separate KPI schedule. Measures should include:

• Activation-readiness completion.
• Successful and on-time go-live rate.
• Client adoption and utilization.
• Technology availability and activation performance.
• Number and severity of recurring operational issues.
• Issue-resolution and action-completion times.
• Client satisfaction and relationship health.
• Completion and quality of Client Success Plans.
• Completion of post-activation reports.
• Timeliness of client communication.
• Training and client-team readiness.
• Early identification of retention risks.
• Quality of expansion opportunities passed to Partnerships.
• Client referenceability and case-study participation.

Skills and Experience

Essential

• Experience in customer success, account delivery, client operations, service delivery, or operational account management.
• Experience supporting complex clients in live or operationally demanding environments.
• Strong coordination and stakeholder-management skills.
• Ability to translate client objectives into practical delivery plans.
• Experience analyzing performance and identifying improvement actions.
• Strong written reporting and communication skills.
• Confidence in managing issues and difficult client conversations.
• Ability to prioritize effectively across multiple accounts and activations.
• Willingness to travel and work around major event schedules.

Desirable

• Experience within venues, stadiums, arenas, festivals, hospitality, or live events.
• Experience supporting hardware, technology, or physical product deployments.
• Understanding of beverage, bar, concessions, or hospitality operations.
• Experience working with operational data, dashboards, or service-management systems.
• Experience coordinating technical and non-technical teams.
• Experience in a high-growth or international business.

Behavioural Expectations

The successful person will:

• Be dependable and take ownership of client outcomes.
• Communicate early when something is at risk.
• Remain calm and organized in high-pressure environments.
• Work collaboratively across functions.
• Focus on resolving underlying causes, not just immediate symptoms.
• Be curious about how clients operate and how outcomes can be improved.
• Care about quality, reliability, and client experience.
• Build trust by doing what they say they will do.