Own relationships with assigned clients, provide multi-channel support, resolve issues, monitor account health, and guide feature adoption. Lead client meetings, workshops, and enablement sessions; document interactions and track follow-up actions. Escalate technical issues, identify risks and trends, collaborate cross-functionally, and contribute to process improvements. Participate in rotating evening and weekend on-call coverage.
- Reports to: Manager, Client Success Delivery
- Location: British Columbia or Calgary, AB (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, salaried
- 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: Consistently display professionalism and reliability in all client and team interactions to build lasting trust.
What You Bring
- 1+ years of experience in a client- or customer-facing role, such as support, customer success, or account management, or in box office, ticketing, or patron services within an arts or culture organization
- Proven ability to quickly learn and navigate complex software systems, and to apply that knowledge to client questions and needs
- Excellent interpersonal and verbal/written communication skills, including the ability to explain technical information clearly to non-technical audiences
- Ability to build effective working relationships with client stakeholders across a range of roles and levels of seniority.
- Ability to manage a wide range of priorities, including making sure important urgent items don’t get dropped, while important items that aren’t urgent still get moved steadily forward
- Strong organizational skills and attention to detail, with a consistent approach to documenting work and following through on commitments
- Strong technical aptitude with a high degree of proficiency in tools such as Microsoft Excel, Google Sheets, Docs, and other web-based applications
- Ability to provide explanations and reasons for the choices you make and the advice you provide
- Ability to recognize and accept responsibility for mistakes and take the steps needed to achieve a resolution
- Demonstrated openness to coaching, feedback, and new ways of working as team processes evolve
- Ability to maintain sensitive/confidential client information
Bonus Points if you have:
- Experience using Spektrix, or another ticketing, CRM, or fundraising platform, in an arts or culture setting
- Experience with support and client management tools, such as Zendesk or HubSpot
- Experience delivering training, webinars, or workshops to clients or end users
- Professional working proficiency in French
Benefits
- Health benefit package (Medical, Dental, Vision, Prescription, Disability, and more!)
- Generous Paid Time Off benefits, including:
- 22 days of PTO (vacation, personal time, whatever you choose to use it for)
- 13 paid public holidays
- 10 Paid Sick Days
- Company-paid Life Insurance
- Two paid volunteering days per year
- Professional development opportunities
- Flexible working with support for WFH setup / equipment
- Month-long Paid Sabbatical after 5 years of service
- Varied range of regular social activities throughout the year
Working From Home
While many Spektrix team members live near one of our offices (NYC, London, or Manchester), remote/non-local team members work from home most of the time, and all team members work from home at least some of the time!
We provide reasonable support and all the hardware you need to get started, but we do require that you have the have the following in place to work from home:
While many Spektrix team members live near one of our offices (NYC, London, or Manchester), remote/non-local team members work from home most of the time, and all team members work from home at least some of the time!
We provide reasonable support and all the hardware you need to get started, but we do require that you have the have the following in place to work from home:
- A quiet working space at home where you can consistently take video calls without interruption
- A strong, reliable internet connection that supports your participation in video calls and access to our systems and service
Working At The Office
For team members who are 'local' to NYC, a stipend is offered for each day you work on-site. Think of it as our way of easing potential commute related costs (but no need to prove it - this is a perk we offer for days worked onsite, regardless of how you choose to get there).
Equal Opportunities
Spektrix is an equal opportunity 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.
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.
For team members who are 'local' to NYC, a stipend is offered for each day you work on-site. Think of it as our way of easing potential commute related costs (but no need to prove it - this is a perk we offer for days worked onsite, regardless of how you choose to get there).
Equal Opportunities
Spektrix is an equal opportunity 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.
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. In an effort to help us reduce bias, please do not include a photo on your resume or application.
As part of our recruitment process, we may use automated or AI-supported tools to assist with screening and assessing applications. These tools are used strictly to support, not replace, human decision-making. Every resume is reviewed manually by a recruiter, and AI is never the sole source of whether an applicant is considered for employment.
As part of our recruitment process, we may use automated or AI-supported tools to assist with screening and assessing applications. These tools are used strictly to support, not replace, human decision-making. Every resume is reviewed manually by a recruiter, and AI is never the sole source of whether an applicant is considered for employment.
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