Senior Support and Training Consultant

Job Type

Full Time

Salary

Minimum: $50,000
Maximum: $60,000

Published

08/06/2018

Address

115 West 30th Street
801
New York
New York
10001
United States

Description

SPEKTRIX is a rapidly growing collection of arts managers with a passion for technology whose mission is to help arts organizations be more successful. We’re doing this through a combination of cloud-based software and consultative customer support, which is changing the way that arts organizations sell tickets and manage their audience relationships. We are always looking for new ways to approach problems, share knowledge, and work more efficiently and effectively for the benefit of our customers. You’d be joining a team of nearly 100, based across our London, Manchester and New York offices and working with over 350 arts organizations in the UK and North America.


The role

You can navigate a box office system with one arm tied behind your back and train people on complex customer segmentations at the same time. Now you’re looking to turn your skills up a notch or two by seeking out opportunities to add longer term value to the whole Spektrix community. This may be through dedicated deep dive interventions with specific clients or strategic client-wide initiatives that add significant value to their revenue potential and reliance on day-to-day support.  Alongside this you will maintain a level of responsibility to deliver great customer service by managing support tickets and taking support calls.


Responsibilities

-Acting as a mentor for newer members of the team, modelling best practice internally and externally

-Seeking opportunities for, and then lead on the strategic development and implementation of key area(s) of consultative support that has a positive impact for our clients

-Taking a lead on the roll out and scaling of proactive support initiatives to maximise learning and development of both the team and our clients

-Providing industry-leading customer service to ensure clients are using Spektrix well

-Providing onsite and over the phone training on key areas of the system

-Building business critical reports in close collaboration with clients to ensure they have access to the data they need in value-adding ways

-Supporting customers and web development partners in ensuring Spektrix is effectively integrated into our clients’ websites

-Ensuring that any suggestions for improvements to the software are fed back effectively and accurately to the engineering and product team

-Assisting in arranging and performing usability testing on new software features

-Collaborating across the business to ensure the team continues to improve internal processes

-Helping to spread the word about client success by writing blog posts, case studies, and customer support articles


You should have

-Excellent interpersonal and communication skills in person, over the phone and in writing

-An ability to apply your existing skills and knowledge to solve new problems

-Aptitude for learning new technologies and tools

-Interest in using technology to help arts organizations be successful

-Strong analytical skills

-The ability to work under pressure and on tight deadlines.

-Interest in contributing to the overall development of a young, mission-driven company


You might also have

-Experience working as a box office, marketing, or development manager in an arts organization

-Experience in a client facing and/or support role with a technology company

-Basic knowledge of, or exposure to, Visual Basic

-Basic knowledge of, or exposure to, modern web development tools and languages such as HTML5/CSS, JavaScript, PHP, and Web Components


What we’re offering

-Salary range:$50-$60K annually

-Company paid medical and dental insurance as well as a matched 401(k)

-Regular career coaching and development to help you grow within the company or, if appropriate, to help you acquire a new role outside the company with the skills you’ve gained at Spektrix


Other requirements

-You should be prepared to travel throughout North America for this role - longer trips may be required to our head office in London

- You must be willing to work occasional evening and weekend hours which would replace regular business hours-

You must be legally authorized to work in the United States for any employer without sponsorship




Professional Level

None specified

Minimum Education Required

No requirement


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