Tessitura Administrator

POSITION OVERVIEW

Chicago Shakespeare Theater seeks candidates for the position of Tessitura Administrator. This role is responsible for optimizing and maintaining the CRM software, Tessitura, and ensuring the integrity of data vital to day-to-day operations. With a results-driven approach, this role helps maximize CST’s ability to synthesize patron behavior into informed insights that fuel revenue growth across ticketing and fundraising efforts, deepen engagement with patrons and prospects, support the education department’s programs as well as impact the patron experience and institutional strategic planning. This position also serves as the primary liaison to the external database support consultant, monitoring all projects requested on behalf of CST.

ESSENTIAL DUTIES

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Drives IDEA to Action platform by engaging in committees, events, training and other initiatives as needed.
• Models CST’s core values of service, ingenuity, and collaboration as well as its customer service ethos.
• Champions the organization’s commitment to a respectful, inclusive and equitable workplace.

CRM

• Provide oversight and maintain the Tessitura hosting environment, ensuring optimal performance, security, and accessibility. Maintain verified accuracy of the data and implement systems to swiftly resolve any issues that arise.
• Research, plan, implement, and troubleshoot Tessitura upgrades in collaboration with primary users of the system.
• Build infrastructure for all ticketed events and performances, educational activities, and development campaigns.
• Serve as the primary Help Desk contact for Tessitura-related issues. Help departments sustain organization-wide standards within Tessitura.
• Coordinate, develop, and lead up-to-date training programs for all users, ensuring that team members are prepared to utilize the system. Create detailed training documentation.
• Manage suite of reports/local procedures, including detailed definitions behind them, and document standard operating procedures.
• Help departments elevate patron segmentation strategies, optimizing them for targeted, personalized, real-time communications.
• Support third party applications that interface with Tessitura, including REST Web API, Prospect2 (email platform), iWave (wealth screening engine), and N-Scan (access control).
• With Technology Manager, maintain security of database/servers utilizing best practices of Payment Card Industry Data Security Standards (PCI DSS)
• Continually stay updated on latest Tessitura developments and their applicability to CST; attend the annual Tessitura Conference and share learnings with user group at CST.
• Build relationships across departments at CST, actively participate in local user group, and regularly engage with other members of the broader Tessitura Community.

Reporting & Analysis

• Maintain and create effective reporting tools through use of canned reports, custom reports, and Tessitura Analytics dashboards.
• Collaborate with department heads and/or primary users to establish and activate best practices for marketing/sales and development segmentation, tracking key performance indicators, year-over-year comparisons, forecasting, and more.
• Increase departments’ efficiency through automation of daily tasks and creation of flexible database tools to meet programmatic and strategic goals.
• Track demographic and geographic audience insights, as well as trends across performances genres, giving history, and engagement over time.
• Execute analytical strategic “deep dives,” providing context, insights, and results-oriented metrics for various stakeholders.
• Serve as a key thought partner in evaluating new tools/training that may be needed to achieve evolving organizational needs.  

COMPENTENCIES

• Service, ingenuity, and collaboration
• Emotional intelligence
• Mission-driven
• Motivated by fostering a culture of thoughtful, advanced data collection practices that lead to informed, data-driven solutions
• A creative thinker with an inherent curiosity and resourcefulness
• A commitment to collaborative teamwork with a positive, professional manner—comfortable working with a variety of individuals, including colleagues and outside vendors.
• Work efficiently in a fast-paced environment without compromising quality
• Effective communicator, eager to give and receive feedback
• Dynamite organizational skills, with the foresight to anticipate demands, manage competing projects, and shift priorities to meet deadlines
• Able to quickly gain a deep understanding of the Theater and apply that understanding to day-to-day operations. 
•  Exceptional attention to detail and fluid multi-tasker
• Discretion with respect to confidential and private information

WORK ENVIRONMENT

• Work hours are generally 9:00 am-5:00 pm, Monday through Friday
• Worksite is entirely onsite at the CST facilities on Navy Pier in Chicago, IL
• Evening, weekend, and holiday hours will be necessary.

MINIMUM EDUCATION AND EXPERIENCE

• 4-6 years’ proven experience in database management, with a demonstrated expertise in Tessitura
• Ability to write SQL at an intermediate to advanced level
• Well-versed in Microsoft Visual Studio and experience with Sisense desired (familiarity with InfoMaker helpful)
• Proficiency with Microsoft Office programs
• Excellent data analytic skills
• Understanding of data visualization principals

ADDITIONAL EDUCATION AND EXPERIENCE   

• Experience in the arts or entertainment industry preferred, and familiarity with Chicago performing arts landscape helpful

DIVERSITY AND INCLUSION STATEMENT

CST is dedicated to increasing equity, diversity and inclusion in our audiences, our programs and in all our hiring for staff and artists,. We are committed to providing a work environment that is free from discrimination. CST prohibits discrimination in employment against any employee or job applicant because of that person’s race, color, creed, religion, ancestry, sex, national origin, disability, genetic information, age, sexual orientation, gender identity, gender expression, marital status, familial status, veteran status, status with regard to public assistance, membership in a local human rights commission or any other legally protected status.