New York, NY 10001
Client Success Consultant
SPEKTRIX is a rapidly growing collection of arts managers, marketing types and computer geeks whose mission is to helps arts organizations be more successful. We’re doing this through a combination of cloud-based software and customer support, which is changing the way that arts venues sell tickets and manage their audience relationships. We are innovative and we attack problems efficiently and effectively by pooling our knowledge, using smart solutions and adopting creative and novel approaches. You’d be joining a team of over 70, based across our London, Manchester and New York offices and working with over 280 arts organizations around the UK and in North America.
We’re looking for someone to join our Support team who is excited by the chance to change the way that people in the arts use software – for the better. Yes, there’s always a bit of technical stuff to sort out but we’ve built a reputation for helping people get the most out of our system by helping them to analyze their data, advising on marketing strategies and anything else that our customers find useful. In short, we love our system and we want our users to love it too. Your job is to get them there and keep them there by problem solving, sideways thinking and generally being smart, engaged and innovative.
Your main responsibilities will include
-Acting as a main contact with customers for their training and support needs and ensuring that the highest levels of customer service and satisfaction are delivered.
-Providing onsite and over the phone training and support to our customers.
-Proactively working with customers to ensure that they are using the tools provided by the Spektrix solution to best effect in order to develop their audiences, grow their sales, and streamline their business processes in relation to ticketing.
-Ensuring that any suggestions for improvements to the software are fed back effectively and accurately to the development team.
-Creation and maintenance of online training resources with a particular focus on case studies and examples of how the features can be used to grow and develop audiences.
Your other responsibilities will include
-Assisting in arranging and performing usability testing on new software features.
-Assisting in researching and developing user requirements for new features.
You should have
-Excellent interpersonal and communication skills which can be displayed in person, over the phone and in writing.
-An ability to apply their existing skills and knowledge to solve new and complex problems.
-Strong analytical skills including a high level of competency in Excel.
-The ability to work under pressure and to tight deadlines.
-A willingness to contribute to the overall development of the company, taking on responsibility or additional duties that may fall outside the general duties listed above.
You might also have
-Experience working as a Box Office Manager or Deputy Box Office Manager in an arts organization.
-Experience in an alternative but relevant management role in an arts organization (e.g. Marketing Manager, Front of House Manager).
-Experience in a client success role with a ticketing system supplier.
-An interest in using technology to solve problems.
-You should be prepared to travel throughout North America and farther afield for this role (generally not more than one night at a time but occasionally more - longer trips may be required to our head office in London).
-You must be legally authorized to work in the United States for any employer without sponsorship.