Application Deadline: 25 October 2024

Department: Client Success

Location: Aberta, Canada (Remote)

Compensation: $92,500 - $133,500 / year

Description

Job Title: Client Success Team Manager Team: Client Success Reporting to: VP of Client Success - US & Canada Location: Remote – must reside in one of the following states: Colorado, Idaho, Montana, Nebraska, Nevada, Oregon, Utah, Wyoming. *At this time, we are unable to extend employment consideration outside of these states. Please note that while the majority of the work is conducted remotely for non-local team members, all team members are expected to be available to attend key on-site events/activities 4 times per year. This includes things like onboarding, training , and team building - 'together days'. The onsite weeks are scheduled in advance travel expenses for those in-person times are covered by the business. Hours: Full-Time The core working hours for the team members that you will directly manage are 10am-6pm PT, Monday-Friday, however, as part of a global team there are occasional meetings with others across the US and in the UK which may require availability as early as 8am PT. We encourage flexible working patterns to accommodate this. Salary: $92,500 - $133,500 CAD About Us

Spektrix is a growing collection of creative problem solvers focused around the arts and technology 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 250, based across our New York, London and Manchester offices and working with over 750 arts organizations in North America and the UK.

The Role

As a Line Manager, the focus of your role is to provide effective leadership and support to your direct reports, enabling them to be successful in their roles both individually and as members of a high performing team. You'll do this through coaching and support. You will also input to and facilitate development areas across the teams that build an environment of learning, growth and high performance. While you are aware of the work the teams are doing, and do whatever you can to support it, you are outside the day to day delivery and work closely and collaboratively with other Delivery Team leads (that bring operational and technical expertise to the team). You will represent Spektrix to the people you manage, setting a behavioral example and helping interpret the wider context of what is happening in the organization in terms of the impact it may have on them. You will also be responsible for taking the lead in any issues around performance or misalignment of expectations that happen with the people you manage.

You will be part of a global line management group across Client Success and from time to time more widely across the business, building on and maintaining good practice across the company.

You will be supported by the People Team in terms of policies and processes, and you will also contribute to this. At Spektrix, performance management is a continuous process throughout the year, with key points of evaluation and alignment twice a year.

Accountabilities

Key Accountabilities and Responsibilities

Ensure people management aspects of the teams you are in are all managed proactively, effectively and with attention to detail. Providing the best experience and outcome for both the business and individual team members and doing this in collaboration with the other Delivery Team leads. Ensure the personal and professional development is of high quality for those you line manage through, for example, regular 1:1s, setting and monitoring goals together and identifying and executing L&D opportunities. Ensure those you directly manage are best positioned to contribute to business objectives and mission. (this includes getting the mentoring, L&D and appropriate adjustments that they require) Ensure the onboarding process and off boarding process for any team members is effectively managed - providing the best experience for all stakeholders Ensure hybrid working (in person time, and remote working) and other working practices adopted across the team get high levels of buy-in and support high performance. Ensure initiatives and projects that you contribute to and/or manage within the Line Management Community are delivered effectively, communicated well across all stakeholders and are evaluated appropriately.

Key Responsibilities

Connect regularly with other Client Success managers and leads, and the People & Talent Team to drive forward Learning & Development initiatives and identify development opportunities for the benefit of the wider business. Connect with colleagues across the business to identify opportunities for team members. Assist and coach Client Success team members to deliver exceptional experience Work with Client Success leads and managers to explore trends in client requests, and identify skill gaps in the team. Coordinate shadowing and ongoing skill development opportunities for team members to address these. Play a lead role in recruitment and onboarding in Client Success. Lead by example by embedding feedback in all we do. Exemplify our Values and be a role model for others.

Key Requirements

You should have:

Experience supporting team members through line management and coaching Excellent interpersonal and communication skills, allowing you to collaborate effectively with those you manage and others in the business Experience of leading and motivating others and driving high performance across teams An interest and knowledge of approaches to promoting work/life harmony and wellbeing in the workplace Strong alignment with the Spektrix Values An ability to apply existing skills and knowledge to solve new and complex problems A willingness to work collaboratively and identify the strengths in others and work to make the best work happen

Benefits

Generous Paid Time Off program 35 days of paid time off per year (including public holidays, which you have the option to flex if you'd like to work on a public holiday and take the holiday time another day) 10 Paid Sick Days Two volunteering days per year Professional development opportunities Flexible working with support for WFH setup / equipment Month-long Paid Sabbatical after 5 years of service Free snacks, drinks and breakfast items in our offices Catered lunch at the office every Thursday Varied range of regular socials throughout the year Working from home

While most of our teams are based in our NYC, London, and Manchester offices, many of our team members regularly work from home. As a result, we operate with a "remote-first" approach, even when we're physically 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.

Costs Associated With Working Onsite

For 'local' team members (under 2 hours from the office), 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). For remote-based team members ('non-local'), Spektrix covers all work related travel expenses directly. There is no stipend, but flights, hotels for overnight stays, etc. are paid for through our work travel tool, TravelPerk, and/or reimbursed through an expense report where applicable.

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 on your resume or application.

Important Notice: We are aware that there have been scammers with malicious intentions utilizing misleading domains that may look similar to ours. Please be advised that all legitimate communications from Spektrix will come only from "@spektrix.com" or "@pin-point.email" email domains. Any others are not legitimate emails from Spektrix, and we strongly advise against sharing any personal details with them.