Implementation Project Manager

Department: Implementation

Employment Type: Full Time

Location: Remote, US (Eastern Time Zone)

Reporting To: Implementation Team Manager

Compensation: $65,000 - $78,000 / year

Description

US Implementation Project Manager

• Team: Implementation
• Location: Remote US or Canada - Working EST time zone. 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 and travel expenses for those in-person times are covered by the business. Occasional travel is also required to visit our clients on-site as part of the implementation process, as well as for relevant company and industry events.
• Full-time, 37.5 hours per week.
• Expected Start Date: May/June 2025
• Salary Range: $65,000-$78,000 for local New York based team members, $57,000-$67,000 for non-local team members, $78,500 - $92,500 CAD for Canadian-based team members
• Reporting into: Global Implementation Team Manager

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 600 arts organizations in North America and the UK.

The Role

We are looking for someone who wants to set new Spektrix clients up for success, using our world-leading ticketing, marketing and fundraising software.

You will be the key contact for our recently-signed clients as they make the transition to Spektrix. As a project manager, you will work with client teams and chosen third parties to set them up for long-term success using Spektrix. Additionally, for each implementation, you'll coordinate team members and stakeholders internally across the business to ensure the new clients are prepared to leverage their new Spektrix system to reach their operational goals.

While the role is primarily client-facing, there will also be opportunities to contribute to internal projects across the implementation journey. These projects are intended to improve and scale the value we offer to clients, and to grow efficiencies in the ways we work in Implementation, as well as offer opportunities for career growth and development within Spektrix.

Key Accountabilities & Responsibilities

Accountabilities

• Dedicated leadership of the client's onboarding experience from contract signature through transition to client success delivery team
• Ensuring clients' goals as identified in the Sales and Pre-Kickoff process are setup for success through their transition to Spektrix
• Collaborating on the design of realistic, adaptable, and achievable timelines that enable your clients to launch their systems in an aligned time frame with their goals
• Maintaining 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 our solution's adoption occur throughout relevant areas within the organization, with an eye towards sustaining this past Implementation
• Instilling a sense of self-sufficiency and ownership from the client of their Spektrix solution to empower their growth long after Implementation ends

Responsibilities

• Comprehensively evaluating the most important areas of clients' ways of working where Spektrix can deliver value in the way their run their business
• Managing multiple client implementation projects and navigating competing priorities internally and externally
• Authoritatively but empathetically distilling technical or complex concepts to clients that may have non-technical team members
• Managing expectations and dependencies across multiple stakeholders at your clients, their third parties, and internally
• Identifying where ways of working for clients can be simplified or reinvented for increased efficiency and optimized adoption of the Spektrix solution
• Managing the data migration process alongside Data Migration Engineers to ensure that the client's live system is set up to empower clients to make data-driven decisions going forward
• Coordinating with the client and any third parties to oversee the timely launch of a client's website, either with Spektrix subsites and/or with a web developer, that is well-aligned with the client's vision and goals
• Collaborating and sharing ways of working with internal team members that better the implementation journey for clients or streamline the work for others
• Managing their onboarding process with Spektrix Payments to ensure they can take sales in a timely and efficient manner
• Assessing and delivering on clients' reporting needs, empowering them to use insights to better inform business decisions
• Feeding back on and improving processes in Implementation globally as we aim to increase the efficiency of projects and act as partners and advisors to our clients

Key Requirements

• Patience, empathy, and tact to influence complex change across multiple levels of decision makers
• Adaptability as clients launch their systems in a constantly shifting landscape
• Comfort understanding and communicating technical concepts
• Ability to quickly learn new software solutions or technologies
• Strong analytical and problem-solving skills
• Strong communication skills (both verbal and written)
• Strong attention to detail
• Organizational skills to manage multiple projects and competing priorities
• Composure and poise while working through complicated client needs
• Humility and coachability as you aim to reflect, learn and grow

Benefits

• Company paid medical, dental and vision insurance
• Generous Paid Time Off benefits, including:
  • 21 days of PTO (vacation, personal time, whatever you choose to use it for)
  • 14 paid holidays
  • 10 Paid Sick Days
• 401(k) with 4% employer match
• Professional development opportunities
• Two paid volunteering days per year
• 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 social activities 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.