Regional Service Manager to Kappture, Stockholm

Do you want to work in a company with fast and innovative technical development and be responsible for customer satisfaction and seamless operation? Do you have the commitment to deliver outstanding service to existing clients in Sweden, whilst also working on forging new relationships with perspective clients? Then this might be the right challenge for you.

Kappture have delivered award-winning innovative technology to some of the most iconic venues and high-profile businesses within the UK and Ireland. Join Kapptures dynamic, international team with dedicated colleges in a fast-growing software management company.

The Role
We are seeking a highly motivated and experienced Regional Service Manager in Sweden to join Kappture´s international team. In this role you will be responsible for overseeing service operations in your assigned region, ensuring the highest level of customer satisfaction, and driving the success of their EPOS solutions.

As a Regional Service Manager, you will be responsible for the seamless operation and client satisfaction of Kappture´s cutting-edge EPOS solutions. With a focus on Service Operations Management, the role involves overseeing the deployment and maintenance of Kappture´s solutions, striving to meet and exceed service level agreements. You will establish and understand the client’s unique needs, serve as a dedicated advocate for their success and identify areas for improvement.

Your key responsibilities are:

• Oversee the service delivery within the assigned regions, ensuring efficient deployment and maintenance of EPOS systems. Work alongside an international team of technicians and contractors, providing leadership, guidance, and support to optimize performance and meet service level agreements
• Develop, maintain, and regularly update a comprehensive service plan for each client, tailored to their specific needs and system requirements, driving and identifying upsell opportunities as they arise
• Oversee the post-implementation phase to guarantee the successful adoption and effective operation of Kappture’s systems
• Proactively assess client needs, providing solutions and recommendations to enhance their experience and optimize system functionality
• Efficiently manage and resolve business issues or escalations, ensuring minimal impact on client operations
• Conduct regular service review meetings with clients to evaluate service quality, gather feedback, and update service plans as needed. Provide training and updates to clients on new system features and enhancements
• Build and maintain strong relationships with clients, understanding their business goals and aligning our solutions to support their success. Act as the main point of contact for escalated service issues, working collaboratively with cross-functional teams to resolve challenges promptly
• Collaborate with internal teams, including technical support, sales, and product development, to meet and exceed client expectations.
• Monitor service delivery performance, implementing strategies to continuously improve service quality. Foster a culture of continuous learning and improvement within our client’s operations
• Prepare and present regular reports on service performance metrics, highlighting key achievements, challenges, and areas for improvement. Utilise data-driven insights to make informed decisions and optimize service efficiency

In this role it´s optional to work from an office located in central Stockholm or from a home office. Travelling will be included in the role.

Is this you?
To be successful in this role you have demonstrable experience in service management, ideally within the EPOS or a SAAS industry. You have at least five years of experience in operational management and as a senior representtive to corporate stakeholders You have ideally a basic understanding of EPOS technology from the Payment, IT-outsourcing or Telecommunication industry.

You have a university degree in a relevant field. Excellent English is a must have, French is considered a very strong plus, and German is nice to have.

In this recruitment, your personal qualities will be of great importance! We are looking for a person with exceptional communication, negotiation, and relationship-building skills. You have a strong problem-solving ability and the capacity to manage multiple client accounts. You have a strong commitment to customer satisfaction and a professional attitude to inspire and motivate people. Last, but not least, you have flexibility in addressing unexpected challenges and finding timely solutions.

Do you want to know more?
In this process Kappture is working with Level Recruitment. To apply, please click the apply button. If you have further questions don´t hesitate to contact senior recruitment consultant Dennis Pater at +46 8 120 50 423 or Susanna Hörler at +46 8 120 50 420. We will interview ongoingly so please register your application as soon as possible.