Support and Training Consultant London, England
Job description
Description
Support and Training Consultant
Headlines
T eam : Client Services
Location : London or Manchester, UK
Flexible working: We are asking team members to commit 10-20% of their time to be in office, flexible to them
Full-time/37.5 hours a week: (flexible hours and working options welcomed - please state this in your application). Core hours are 10-6pm, Monday-Friday.
Out of hours work is required on a rota basis, 9am-9pm Monday-Sunday.
Salary : £30,500- £34,500 annually
Start date: ASAP
About us Spektrix is a growing collection of creative problem solvers focused around the arts and technology whose mission is to help arts organisations be more successful. We’re doing this through a combination of cloud-based software and consultative customer support that empowers arts organisations 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 190+, based across our New York, London and Manchester offices and working with over 600 arts organisations 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 clients on how to use the system tools to implement marketing and fundraising strategies, training them to make the best use of our system (virtually and in person), finding solutions and solving problems with them and helping clients analyse their data.
You’ll be part of a team who is tasked with supporting our clients’ success by digging deeper into how the Spektrix Solution can work best for them.
Key Responsibilities
Accountabilities:
Ensure the Client organisations you work with have the best experience of Spektrix and you move the dial in terms of how they are making good use of our Solution to develop their audiences, grow their donations and revenue and streamline their business practices.
Ensure that every interaction (from problem solving with the software to longer-term projects) is handled and evaluated appropriately for its impact and the learnings gained are fed back into our practices and services
Ensure all client relationships that you are responsible for are managed effectively and are contributing to client success and retention
Responsibilities:
Contributing to the knowledge and understanding of the Client voice to inform our offer, our product, our wider solution etc
Collaborating with others in the team to support clients’ success and ensure our day to day client experience is of the highest quality
Your day-to-day may look like:
Proactively working with client 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 practices.
This includes:
Designing, delivering and evaluating consultancy projects
Training clients online and in person, and recording training videos
Providing some over-the-phone/remote system support. This could include advising clients on best practice use of the system, creating bespoke reports or seating plans for our clients, for example.
Evaluating and managing relationships to proactively support client success initiatives and retention.
Collaborating across the business to ensure that any feedback on the software or services is communicated effectively.
Key Requirements
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.
An interest in using technology to solve problems
An interest in using data to measure impact and tell stories
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
You might also have one of the below:
Experience working in a data-oriented role.
Experience working with a ticketing, marketing or donor CRM system.
Experience working in the tech industry, perhaps in client services or training.
Experience in driving projects with internal or external stakeholders to completion.
Other requirements
Travel between London and Manchester (our two UK offices) sometimes up to once a month.
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 (37.5 hours a week) but we are accepting applications from candidates who would like flexible or part-time 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. 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.
Benefits
Flexible working. If it works for you and it works for your team then it works. Different teams may have different practices that require people in the office or online at specific times.
NHS top up scheme (covering dental, optical, therapy & counselling, prescription and other health related costs)
Mental Health First Aiders across the business
Continuous development supported by Line manager, learning budget and 10% time
Enhanced Maternity, Adoption & Shared Parental Leave
35 days paid leave annually, inclusive of annual leave, bank holidays and a Birthday day off, all able to use flexibly
2 volunteering days per year
Pension scheme with matched contributions from Spektrix up to 4%
Office demo, drinks and celebrations every Friday (currently virtual)
Varied range of regular socials (virtual and in person)
Cycle to work & Season Ticket Loans
Travel stipend for commuting
Working from home We aim to be as flexible as possible when it comes to working setups and lots of our team work from home on a regular basis. This means we generally work with a “remote first” approach even when we are in the office.
We’ll provide reasonable support and all the hardware you need to get started, but we do require that you have the following already in place for a good home working set up:
A quiet working space at home where you can consistently take video calls without interruptions
An internet connection that supports your participation in video calls and access to our systems and service.
Travelling into your local office (commuting) is at your own expense with a stipend available, any travel for business (other than commuting) will be covered by Spektrix.
Equal opportunities 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.
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.
In an effort to help us reduce bias, please do not include a photo in your CV or application.
About Spektrix At Spektrix, our mission is to provide arts organisations with the best possible chance of success. We do this by combining cloud-based technology with expert support and training consultancy, helping our clients grow their audiences and increase revenue. We’re confident that Spektrix is the most forward-thinking ticketing, marketing and fundraising solution around.
We know that the best software is user-friendly and intuitive, so we’ve built every bit of Spektrix with usability in mind. Everything in the system is quick to learn and easy to use, whether you’re a Box Office Manager, Marketing Assistant or Fundraising Director. Technology is constantly evolving — to keep up with the pace we release daily upgrades so the 500+ organisations we work with (and their audiences) never have to wait for the newest and most innovative features.
Everything we do is about making our users’ lives easier, so everyone gets unlimited support and consultancy to get the most out of Spektrix. This ethos is reflected in our service charge – an all-inclusive fee that scales with the size of your business. No upfront costs, no long-term tie-ins and no additional charges.
