About this role
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!
- 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: Consistently display professionalism and reliability in all client and team interactions to build lasting trust.