Tessitura Application Manager

Department: IT

Reports to: Vice President, Information Technology

Summary:

A Tessitura CRM system is designed to fully integrate all aspects of an arts organization into one database, including ticketing, fundraising, memberships, marketing, reporting, customer relationship management, and web functionality.  The Tessitura Application Manager must work across all functions ensuring that cross-functional departments are represented and supported.

The Tessitura Application Manager will provide comprehensive Tessitura support for a large performing arts organization and their consortium partners. The Tessitura Application Manager provides a training program, participates in testing, configuration, system upgrades, and drives the adoption of new features. This role will lead our data hygiene program to drive database integrity and support revenue strategies. This role requires a self-starter eager to identify, implement and maintain best practices to streamline day-to-day operations. This key role acts as a bridge between business goals, user needs, and technical execution.

Essential Functions:    

Business Alignment and Roadmap

Document the long-term vision for the Tessitura CRM application

Align Tessitura CRM product goals with business objectives

Collaborate with stakeholders to prioritize improvements, new functionality and integrations

Create a product roadmap outlining both Tessitura and third-party tools, current state and future state

Communicate Tessitura product and third-party product updates to stakeholders

Be a champion of adhering to the core product's capabilities and avoiding unnecessary customizations that could complicate future upgrades or support

Cross-functional Collaboration

Build trust-based relationships with all key stakeholder departments 

Understand stakeholder pain points through research and feedback loops

Coordinate with all key stakeholders - Marketing, Development, Audience Services & Experience, Education and IT support teams

Engage with the wider Tessitura User Community via forums, networks, and other channels    

Data Hygiene Management

Manage a regularly scheduled process to verify constituent addresses, update phone numbers, update emails addresses and other key data elements using third party data vendors

Collaborate with stakeholders to develop a comprehensive roadmap and project plan for data cleanup and elimination of redundant duplicate data

Support all departments with data cleanup and deduplication efforts

Work with stakeholders to ensure that database-related objectives that align with the strategic business plans and are approved to move forward are implemented as planned

Tessitura Training Programs for Employees

Design, document and maintain agreed upon business rules to ensure consistency of data entry and use across the organization to protect the integrity of the database

Incorporate data hygiene best practices into all training materials

Provide excellent customer service and assist users with understanding and effectively using the CRM

Create and update training materials, documentation, manuals, and guides to educate Tessitura CRM end users

Implement multifaceted training programs – new employees, existing users, train-the-trainer, and new feature trainings

Schedule and deliver basic training for new users and provide ongoing, recurring training for all-staff, either via train-the-trainers programs, direct delivery or leveraging existing Tessitura provided trainings

Work with Tessitura CRM Power Users in each department to ensure that new functionality and business initiatives are appropriately implemented    

Application Compliance and Documentation

Ensure proper and thorough documentation. Maintain detailed records of CRM configurations, updates, and changes to the CRM application environment     

Maintain detailed documentation of configurations, updates, and changes to the application environment

Maintain a SharePoint site as a resource for Tessitura end users, ensuring all documentation, training materials and system documentation are readily available 

Participate in the testing and rollout of CRM software updates, web releases and integrated applications

Participate in DR exercises to ensure disaster recovery plans are fully operational and regularly tested for fail-over

Support high standards for handling payment card industry (PCI) data and personal identifiable information (PII) compliance in the CRM application

Capability Planning | Budget Planning

Monitor vendor updates and discuss proposed changes with stakeholders to plan for future changes

Conduct annual capacity planning to predict future CRM application needs in terms of system resources, storage, and performance

Make recommendations for hardware or software implementations, integrations, enhancements or upgrades based on industry usage trends and organizational growth

Education/Experience:

Bachelor’s degree in computer science or comparable work experience

At least 5 years of experience with Tessitura or similar CRM systems, preferably in a nonprofit or performing arts setting

Excellent understanding of systems configuration, user access, data integrity, and integrations with third-party tools  

Proficient in T-SQL

Knowledge, Skills, and Abilities:

Ability to navigate a complex environment, with ambiguity and conflicting priorities

Demonstrated knowledge in database management and administration 

Demonstrated leadership and independent problem-solving skills; able to set a clear direction.

Strong organizational skills with the ability to prioritize multiple tasks in a creative, fast-paced, service-oriented environment

Excellent interpersonal skills; able to collaborate with and motivate a wide range of people across the department and organization, responding favorably and quickly to constructive feedback and input

Environment, Physical Demands, and Other Conditions:

The employee may be required to perform the essential functions of the job during evening and weekend concerts and/or events.   

Must be able to sit, stand, lift, carry weight, kneel, bend, and grip tools during a full 8 hour shift.

Must be able to work all shifts, and weekends/holidays as required.

Resume and cover letter are required when applying for this position.

The Philadelphia Orchestra and Ensemble Arts does not discriminate in employment on the basis of race, color, religion, gender (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, parental status, or military service.