Support & Implementation Consultant

Department: Support

Employment Type: Full Time

Location: Melbourne, Australia

Compensation: $75,000 - $95,000 / year

Description

Location: Melbourne, Australia
Hours/Status: Full-Time
- Core Hours: Monday to Friday, 10:00 AM – 6:00 PM.
- Flexibility & Rotation: This role includes participation in a weekend "on-call" roster (approximately once a month) and seasonal evening shifts (typically 12:00 PM – 8:00 PM) as required. Occasional schedule flexibility is also needed to collaborate with international colleagues across different time zones.
- Travel: Travel throughout Australia and New Zealand is required, potentially up to once a month.
Salary (AUD): $75,000-$95,000

The role
We’re looking for someone who is excited by the chance to change the way that people in the arts and entertainment sector in Australia use data and software - for the better. You’ll be spending your time navigating incoming client calls and emails, solving problems and finding bespoke and best practice solutions to help clients get the most out of their data and the Spektrix CRM. You’ll also be supporting and in time taking the lead on Implementation projects for newly signed clients helping to set them up for success with Spektrix from the point of go-live. And finally, as a member of a small team you’ll be ready to support the growth and development of Spektrix in this region in a variety of ways - from prospect research, representing Spektrix at conferences and events, co-ordinating office, marketing, or other general administrative tasks.

As a Support & Implementation Consultant your job is to help Spektrix clients to find solutions to problems, analyse their data, and turn their ideas into practice with tools the system provides. We love our system and we want our users to love it too. Your job is to get them there and keep them there by putting the Spektrix tools to their best use and thinking about data-oriented, smart, and innovative solutions.

Key Responsibilities

Your accountabilities:

Ensuring that through every touchpoint you have with our clients, the highest levels of customer service and satisfaction are delivered and seen through to completion in a timely manner.
Ensuring you see every interaction you have with our clients as an opportunity to develop best practice and impact their success.
Ensuring the client’s onboarding experience from contract signature through to go live is successful and client goals are met and understood.
Ensuring proactive communication and alignment across the client, varied teams at Spektrix and relevant third parties on key project milestones, dependencies, and risks.
Ensuring comprehensive levels of adoption of our solution throughout varied levels of stakeholders at the organisation.
Setting our clients up for long term success by working with the wider Client Success team and identifying risks, trends and opportunities for growth to do this.
Proactively sharing and escalating any feedback, concerns, or suggestions for improvement effectively, in order to contribute to continuous improvement of our solution and service.

Key responsibilities:

Working in a small team you will likely be the first point of contact for Spektrix Australia for newly signed, existing clients and any other enquiries.
Working as a small team you will need to be flexible and ready to pivot to the needs of the team and the business throughout the day (this could involve work on marketing initiatives, conferences and events, research or calls with prospects or partners).
Working on such a different time zone from the rest of the business you’ll find ways to manage and maintain smooth communication to enable you and your team to deliver effectively.
Contributing to the development of processes that are relevant to the region and the size of the team/client base and being responsible for documentation.
Having confident conversations with clients about what our solution offers, why we do things the way we do and in some cases why not.
Collaborating with relevant team members and wider specialists across the company to enable you to deliver on your accountabilities, even when our solution doesn’t have exactly what the client is asking for.
Helping our clients analyse and report on their valuable data.
Troubleshooting software and hardware issues and identifying the best ways to solve them.
Offering technical support with some of the hardware associated with using the system, such as ticket printers, pin pads and scanners.
Giving advice and training clients on best practice use of the system, usually over the phone and screen share.
Identifying opportunities for long-term, consultative projects and feeding these into the team’s priorities.
Helping to maintain system documentation and identify when guides and resources need to be updated.

Skills, Knowledge and Expertise

Prior experience within the arts, entertainment, or ticketing sectors is highly valued; candidates with strong industry enthusiasm and transferable skills are also encouraged to apply.
Excellent interpersonal and communication skills which can be displayed in person, over the phone and in writing.
Ability to provide effective customer service and technical support, with some experience in either.
Skills or experience to work with clients that may be facing urgent or business critical challenges.
Ability to apply a logical mindset to your existing skills and knowledge to solve new and complex problems.
Strong working knowledge of Microsoft Excel.
Proficient at time management and prioritization in order to set you up for working to tight deadlines.
Comfortable ‘context-switching’ and be able to work on multiple tasks and projects simultaneously and independently.
Enjoy working autonomously as well as part of a close knit team.
Take pride in your work and how it could relate to the success of Spektrix and our clients.
A strong interest in using technology and data to solve problems.

Benefits

Generous Paid Time Off benefits, including:
- 28 days of Annual Leave (vacation, personal time, whatever you choose to use it for)
- 7 paid public holidays
- 10 Paid Sick Days
Professional development opportunities
Two volunteering days per year
Month-long Paid Sabbatical after 5 years of service
Please note - we are actively exploring enhanced benefit offerings for our Australian team members as we continue to grow in the market.

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.

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.

As part of our recruitment process, we 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.

Applied

Video Screening Call

1st Interview - Virtual

2nd Interview - In-Person

Offer

Hired