This is a mid-to-senior client-facing role responsible for managing and strengthening TixTrack Australasia's client relationships across its portfolio. The Client Services Manager will take ownership of a portfolio of nLiven users, acting as a trusted partner who understands each client's operational priorities, leads day-to-day client operations, supports successful adoption of the nLiven platform, and oversees onboarding and implementation activity. The Client Services Manager reports directly to the Managing Director, TixTrack Australasia, and will work closely with the other Client Services Manager and Platform Support Engineer in Australia, as well as the US based Customer Experience team at TixTrack Inc (US). The Client Services Manager will act as the conduit between clients and the relevant TixTrack Inc technical teams, championing client operational requirements internally and ensuring training, system use and operational best practice are recommended to suit the needs of the client. The role is responsible for proactive account management with hands-on operational delivery, ensuring technical support, issue resolution and service requests are managed with precision in line with contracted SLA requirements.

Key responsibilities

- Take ownership of a portfolio of clients and be responsible for their day-to-day success
- Serve as the primary point of contact for client inquiries, responding with precision in line with contracted SLAs and acting as a reliable problem solver
- Undertake the initial configuration and set up of new TixTrack client installations, ensuring a seamless onboarding experience




- Schedule and deliver comprehensive training sessions, either online or in person, to new clients on all aspects of the TixTrack product range, including related hardware
- Create, maintain, and own the ticketing playbook for clients and intimately understand the TixTrack product range
- Actively contribute valuable insights to the ongoing development and enhancement of product range
- Oversee the servicing and monitoring of all TixTrack client installations in Australia and New Zealand, providing regular, comprehensive reports
- Ensure financial settlements are carried out with appropriate supporting documentation and system reports
- Undertake additional duties as required, ensuring adaptability to the evolving needs of the role

About you

- 5 years' successful experience setting up and administering live entertainment ticketing systems and hardware, ideally with nLiven or other SaaS ticketing platforms
- Experience training clients and/or staff in the use and configuration of ticketing systems, or similar inventory, POS or retail solutions
- Experience in Client Services, Customer Success, Technical Support, Product Support, or Box Office operations




- Experience delivering exceptional levels of customer service in a client-facing environment
- Proven success demonstrating sound judgement in issue triage, with the ability to distinguish signal from noise, elevate appropriately, and communicate clearly under pressure
- Familiarity with ticketing industry regulations and relevant operational guidelines
- Solid commercial acumen with a results-driven mindset and a focus on delivering measurable outcomes
- Exceptional organisational skills, meticulous attention to detail, and a structured approach to managing competing priorities
- Exceptional collaboration skills, with a strong service mindset towards clients, internal teams, and Customer Experience partners
- Self-motivated and capable of working independently while also thriving in a collaborative team environment

About us

TixTrack Australasia is a partnership between TixTrack Inc (US) and Michael Cassel Group to provide purpose-built ticketing for live entertainment and cultural organisations in Australia and New Zealand. Michael Cassel Group produces the world's greatest theatrical productions and live entertainment on stages in Australasia and internationally. TixTrack Inc (US) is an innovative ticketing technology company revolutionising the industry with a cutting-edge, mobile-first, cloud-hosted ticketing platform. nLiven, our dynamic live entertainment and reserved seating solution, is designed to meet the unique needs of the industry it serves and the people who use it. TixTrack Australasia has been active in Australia since 2021.

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📌 Client Services Manager TIXTRACK Australasia (Sydney)
🏢 Michael Cassel Group
📍 Sydney