About this role
Description
- Reports to: Manager, Client Success Delivery
- Location: British Columbia (Remote)
- Please note that though this role is remote, team members are expected to be available to attend key on-site events 2-4 times per year in the NYC office. The onsite weeks are scheduled in advance and travel expenses are covered by the business. Other occasional travel may also be required.
- Hours/Status: Full-Time, exempt
- Regular hours are usually 9am-5pm or 10am-6pm, Monday-Friday.
- Occasional on-call work is required on a rotational basis (evenings 1:00-9:00 pm and weekends 10:00 am-6:00 pm).
- Salary (CAD): $68,000-$80,000
The role
Spektrix has an exciting opportunity for Client Support Specialists to join our team!
As one of our Client Success Specialists (CSS), you'll provide accurate and timely support and consistent relationship management to Spektrix clients as a member of a Client Success Delivery Team. You'll act as the named relationship owner for an assigned group of clients, while also contributing to the shared reactive support the team provides across its full client cohort. Ultimately, the success of this role is achieved through the delivery of services that lead to successful outcomes for all Spektrix clients within the delivery team?s portfolio.
If you thrive on building meaningful connections, solving puzzles on the fly, and helping arts and cultural organizations succeed, we?d love for you to join us!
What You'll Do
- Multi-Channel Resolution & On-Call Coverage: Resolve inbound client inquiries across phone, email, and video call using internal documentation and established processes, and participate in the support schedule, including rotating on-call coverage outside business hours.
- Proactive Issue Detection: Identify broader trends during support interactions such as recurring bugs, training gaps, or emerging risks and either address them directly or escalate them to the right internal team.
- Account Ownership & Stakeholder Management: Serve as the primary point of contact for assigned clients, keeping a clear view of their organizational goals, platform usage, and key stakeholders while maintaining consistent touchpoints.
- Meeting Management & Action Tracking: Lead and follow up on client meetings including recording calls when appropriate, confirming next steps in writing, and tracking tasks through to completion.
- Risk Monitoring & Escalation: Continuously track account health for early warning signs of dissatisfaction, low engagement, or declining usage, documenting and raising risks promptly.
- Feature Adoption & Strategy: Guide clients through adopting core Spektrix capabilities tailored to their goals, leveraging product data and account history to surface expansion opportunities and bringing in specialist teams for advanced client needs.
- Session & Event Delivery: Deliver tailored activation sessions, workshops, and enablement events for individual clients or groups using established materials from Enablement and the Client Success Lead.
- Cross-Functional Alignment & Documentation: Maintain detailed records of client interactions in internal systems while collaborating across Client Success, Product, Operations, Solutions, and Enablement to resolve complex issues and share actionable feedback.
- Technical Escalation & Continuous Improvement: Escalate complex technical issues falling outside standard procedures, while actively identifying opportunities to optimize internal processes and submitting recommendations to the CS Team Manager.
- Professional Standards:</st