Tessitura Support Specialist (Full-Time, Hybrid)

Reports to: Interim Director of Marketing and Communications

Compensation: $28.00 per hour plus benefits

THE ORGANIZATION

The Guthrie Theater engages exceptional theater artists in the exploration of both classic and contemporary plays connecting the community we serve to one another and to the world. Through its extraordinary artists, staff and facility, the Guthrie is committed to the people of Minnesota, and from its place, rooted deeply in the Twin Cities, influences the field as a leading 21st century arts organization.

Every year more than 500 people, both on stage and off, help ensure our success in creating and supporting the highest level of theater. As an organization, we are committed to our values of Artistic Excellence; Community; Diversity, Equity, Inclusion, and Accessibility; and Fiscal Responsibility.

LAND ACKNOWLEDGMENT

The Guthrie Theater would like to acknowledge that we gather on the traditional land of the Dakota People and honor with gratitude the land itself and the people who have stewarded it throughout the generations, including the Ojibwe and other Indigenous nations.

THE POSITION

The Tessitura Support Specialist provides key support for the institution's use of Tessitura, the Guthrie Theater’s customer relationship management (CRM) system. This support ensures that the Guthrie maximizes its use of Tessitura for marketing, ticketing, finance, fundraising, education programs, and engagement efforts, and that Tessitura performs reliably and as expected daily. The position facilitates relationships with key CRM users within each department, provides training as needed, facilitates Tessitura list pulls and extractions, and will also support reporting and data analysis needs from Tessitura. The Support Specialist offers extensive knowledge of the data structures within Tessitura that are foundational for ticketing and fundraising, such as campaigns, funds, seasons, production elements, etc., and understands how these basic structures relate to one another in terms of system configuration and reporting. Additionally, the Support Specialist works closely with the Director of IT and the Database Administrator in shepherding all Tessitura version upgrades through the planning, installation and testing phases. All employees are expected to center, model and champion the Guthrie’s core values of Artistic Excellence; Community; Diversity, Equity, Inclusion and Accessibility; and Fiscal Responsibility. This position is full-time, non-exempt and benefits eligible.

This position is full-time, non-exempt, and benefits-eligible. Compensation for this position is $28.00 per hour plus benefits. The typical schedule for this role will be daytime hours from Monday – Friday and must be willing to work flexible hours/days reflective of the dynamic schedule of a theater including nights and weekends. This role will be eligible for hybrid-remote work.

The Guthrie is an Equal Opportunity Employer. We are committed to building an equitable environment that finds strength in diversity of identity, experience and perspective. We are dedicated to hiring and developing talented teams which are inclusive and welcoming to individuals with different backgrounds, thoughts, and abilities. Applicants from populations underrepresented in the theater field are strongly encouraged to apply.

PRIMARY DUTIES AND RESPONSIBILITIES

1. Customer Service

· Provide exceptional customer service to Guthrie staff. Take every possible step to ensure a positive experience for all.

· Act with integrity and adaptability when problem solving to develop the best solution at the highest industry standard.

· Foster a work environment incorporating the Guthrie values of Artistic Excellence; Community; Diversity, Equity, Inclusion and Accessibility; and Fiscal Responsibility.

2. Enterprise Support and Training

· Provide outstanding Tessitura support, training and communication to application users as requested.

· Develop and implement training procedures to onboard new users quickly and effectively.

· Train key staff members to utilize new or established protocols and systems within Tessitura to streamline processes, improve customer service and ensure optimal data acquisition or reporting.

· Work with the Database Administrator to support ongoing database management and monitoring to ensure data integrity.

· Work with the Database Administrator in the coordination and management of regular meetings with the Tessitura core user group.

· Respond to Tessitura support requests from staff in a timely and courteous manner.

· Work collaboratively with others to effectively plan, implement, and learn from marketing and fundraising campaigns.

· In conjunction with the Database Administrator, liaise with Tessitura to keep the Guthrie informed of key developments within the world of Tessitura, particularly as they impact revenue generating departments.

3. Operations, Administration, and Reporting/Analytics

· Establish, document, and implement policies and standard operating procedures relevant to the organizational use of Tessitura, including determining the most efficient way to put performances, events, registrations, and subscriptions on sale.

· Set up all ticketing and fundraising functions within Tessitura, including seasons, productions, packages, campaigns, fees, price types, payment methods, GL-accounts, sources, appeals and promotions.

· Develop, maintain, improve and disseminate accurate reports using Tessitura.

· Use Tessitura Lists/Extractions/Analytics/audits to support Marketing in the planning and execution of nuanced marketing and communications strategies.

· Use Tessitura Lists/Extractions/Analytics/reports as requested in support of Development in the planning and execution of fundraising campaigns.

· Manage the integration of TNEW and the Guthrie’s website, ensuring all e-commerce connections and purchase/donation paths are properly built.

· Collaborate with the Director of Marketing and Communications and the Digital Marketing Manager in researching and implementing website development strategies to improve user experience.

· Maintain detailed knowledge and expertise about Tessitura to optimize customer experience, information capture and internal reporting efforts.

· Document the Guthrie’s Tessitura processes and policies, coordinate Tessitura training and assistance, and ensure staff redundancy in procedures and policies.

· Improve procedures and processes to ensure accuracy of data entry and data hygiene.

ESSENTIAL KNOWLEDGE AND QUALIFICATIONS

· Advanced proficiency with Tessitura or a similar CRM.

· Three or more years of extensive experience with Tessitura, including e-commerce, ticketing, fundraising, general system configuration and usage, strongly preferred. Experience administering TNEW strongly preferred.

· Significant experience providing analytical data reporting.

· Bachelor’s degree or equivalent professional experience/training in information technology, software development, or a computer or data science-related field is preferred but not required.

· Basic understanding of SQL query writing/knowledge of SQL Server Reporting Services is preferred but not required.

· Basic understanding of web architecture preferred but not required.

· Can utilize Microsoft Office suite.

· Strong verbal, written and interpersonal communication skills.

· Track record of superior attention to detail and can manage multiple tasks, simultaneous priorities,

· and meet tight deadlines.

· Can build strong, collaborative relationships across the organization and within different functions and across departments.

· Can work a variety of hours including days, nights and weekends as needed.

· Experience with and commitment to working with individuals and teams that exemplify diversity of identity, experience, and perspective, including but not limited to race, color, gender, gender identity, gender expression, age, family and/or marital status, creed, religion, ancestry, disability, national origin, sexual orientation or sexual identity, veteran status, genetic information, pregnancy, body size/type, status with regard to public assistance or any other basis protected by federal, state or local law.

Applicants must submit a resume to be considered for the position.

A NOTE FROM HUMAN RESOURCES

Applicants must submit a resume to be considered for the position.

Apply online here: https://recruiting.ultipro.com/GUT1000/JobBoard/47c392e4-6d7f-1e47-226b-ee862ea48cfb/OpportunityDetail?opportunityId=6c53a630-4007-41eb-a7df-9d4500e68f70