Support & Training Consultant

The company

SPEKTRIX is a growing collection of creative problem solvers, arts lovers, and tech enthusiasts 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 that empowers arts organizations to grow revenue, increase efficiency, and build stronger relationships with audiences. We are always looking for new ways to approach problems, share knowledge, and better serve our customers. You’d be joining a team of over 120, based across our New York, London and Manchester offices and working with over 500 arts organizations in North America and the UK.


The role

We’re looking for someone who is excited by the chance to change the way that people in the arts and entertainment sectors use data and software for the better. 


Support and Training Consultants help Spektrix clients to get the most out of their data and the Spektrix system tools. You’ll be spending your day advising on marketing and fundraising strategies, training clients online and in person, solving problems on phone calls and emails, and helping clients analyse their data.


You’ll be part of a team who is accountable for developing long-term relationships with all our clients that have real impact.


 Your main responsibilities will include 

  • Proactively working with arts and entertainment organisations to ensure that they are using the tools provided by Spektrix, and our Partners, to best effect in order to develop their audiences, grow their donations and sales, and streamline their business.

  • Acting as a main contact with clients for their training and support needs and ensuring that the highest levels of customer service and satisfaction are delivered.

  • Providing onsite, over the phone and remote video call training and support. 

  • Evaluating and managing relationships of a group of clients to proactively support client success initiatives and retention.

  • Creating bespoke reports and seating plans for our clients. 

  • Collaborating with the Product team to esure any suggestions for improvements to the software are fed back effectively and assisting in researching 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 provide effective customer service or technical support.

  • An ability to apply existing skills and knowledge to solve new and complex problems.

  • A working knowledge of Microsoft Excel.

  • Time management and prioritisation skills to set you up for working to tight deadlines.

  • A sense of pride in your work and how it could relate to the success of Spektrix and our clients.

  • An interest in using technology to solve problems

  • An interest in using data to measure impact and tell stories 

  • Experience working in one or more of the following areas:

    • the arts and entertainment sector

    • ticketing, marketing or fundraising 

    • a data-oriented role e.g. with a ticketing or donor CRM system



Other requirements

  • Occasional travel between London and Manchester (our two UK offices). 

  • You should be prepared to travel throughout the UK and the Republic of Ireland if required.

  • Core hours would usually be 10am-6pm or 9am-5pm, Monday-Friday. This is a full time role (40 hours a week) but we are accepting applications from candidates who are interested in job sharing the role, or would like flexible working arrangements. Please comment on your application with the hours you will be looking to work.

  • Regular working hours are 10am-6pm, Monday-Friday. 

  • We work across a rota covering the rest of our opening hours. From the Support, Training and Consultancy team, we:

    • Have two team members working 9am-5pm each weekday. Some team members choose to do this early shift regularly. We have one team member working from 1pm-9pm each weekday. Some team members chose to work a regular day on the late shift; typically you wouldn’t have more than one or two late shifts a month (unless you wanted to take more.)

    • We also have a 9am-5pm and 1pm-9pm shift every Saturday and Sunday. Typically you wouldn’t have more than one of these shifts every month. For weekend shifts, if you prefer, you can work from home. If you work a Saturday then you will have the following Monday off, and if you work the Sunday then you’ll have the preceding Friday off, meaning you’ll always get a two-day break from work.


We offer: 

  • Generous paid time off policy

  • NHS top up scheme (covering dental, optical, therapy & counselling, prescription and other health related costs)  

  • Professional development opportunities

  • Pension scheme with matched contributions from Spektrix up to 4%

  • Flexible working options

  • 2 volunteering days per year

  • Sabbatical for long service

  • Regular socials  (currently virtual)


COVID-19 Remote Working Policy


Our UK office is currently closed to protect the safety of our team during the COVID-19 pandemic. We’re excited to have you working with us in person when normal office operations resume, but in the meantime this means we’re looking for people who are able to effectively work from home for the time being. We’ll provide reasonable support and all the hardware you need to get started.


Comment on Spektrix commitment to inclusivity in the recruitment process


Confidence can sometimes hold us back from applying for a job. Studies show that women do not apply for roles unless they meet 100% of the requirements, whereas men apply when they meet at least 60% of the requirements. At Spektrix, we know that there's no such thing as a 'perfect' candidate. Spektrix is committed to creating an inclusive work environment, where our team members are supported in expressing themselves and delivering their best work. So however you identify and whatever background you bring with you, please apply if this is a role that would make you excited to come into work every day. 


Diversity in the workplace is hugely important to our working environment and to enable both individuals and Spektrix to thrive. By valuing each person’s differences we enable each person to contribute their unique experiences, strengths and viewpoints. Workplace diversity is something we aim to achieve and maintain at Spektrix, and we are pursuing a workforce that reflects the diversity of the communities we serve and work in.  We aim to reflect this diversity in all departments and at all levels of seniority in the business, right up to the board.  To meet this commitment we are requesting that all candidates complete a personal demographic survey upon application. The link will be sent to you via email on application. Participation is voluntary but appreciated. 


Spektrix is an equal opportunities employer, we recruit regardless of race, religion, gender, gender identity, sexual orientation, age or disability status and look to employ from a wide range of backgrounds and experiences.

 


Application process

The application process for this role includes, personal detail submission, two candidate screening questions (Why do you want to work for Spektrix? And What can you bring to this role?) and a CV upload. 


The system will give you the option to submit a covering letter but this isn’t necessary. Please note you aren't able to save and edit your application so must be made in one go.


The rest of the process includes a 30 minute phone interview and 2 hour long interviews (currently virtual). More details of what to expect in these interviews will be shared when booking.


If you require any adjustments or have any questions throughout the process please email jobs@spektrix.com.