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Job Title: Tessitura Manager

Department: Ticketing & Box Office

Reports to: Director, Ticketing Operations

Status: Exempt, Full-Time

Summary of Duties and Responsibilities

The Tessitura Manager plays a critical role in supporting the organization's strategic use of the Tessitura arts enterprise software. This position is responsible for ensuring the effective utilization of Tessitura across departments; supporting application configuration, system administration, and ongoing data management; ensuring departments have access to the reports, dashboards, and analytics needed to support informed decision-making; and providing system support, troubleshooting, and staff training. The role requires exceptional interpersonal skills, with the ability to work collaboratively across departments by offering guidance on best practices, troubleshooting issues, and providing staff training to optimize the use of Tessitura and its integrated applications. The ideal candidate is a self-starter who works independently, exercises sound judgment, and takes initiative to identify opportunities for continuous improvement. They are an experienced Tessitura power user with a strong understanding of Tessitura Analytics, reporting, application functionality, and data management best practices, are committed to continually enhancing system performance and user adoption.

Essential Duties and Responsibilities

• Manage the day-to-day use of Tessitura, guiding users through the system, resolving data and reporting issues, and ensuring the application’s effective operation in support of with departmental and organizational needs.
• Manage inventory of reports and dashboards available in Tessitura and coordinate with Tessitura when existing custom reports require troubleshooting or modification.
• Support the organization’s use of Tessitura Analytics through user training, guidance, and the creation or maintenance of dashboards as needed.
• Provide Tessitura functionality expertise and support application users in the design and execution of lists, data extractions, output sets and analytics dashboards.
• Analyze complex datasets to inform pricing strategies, including dynamic pricing adjustments, initial scaling recommendations, and inventory management.
• Assist the Ticketing & Box Office department in the building and maintenance of performances, packages, pricing grids, promotions, fees, venue configurations, and other Ticketing functionality within Tessitura.
• Manage data capture to proactively enable reporting and data analysis.
• Serve as a checkpoint for quality control for all records, reports, lists, and data.
• Ensure the quality and accuracy of data within Tessitura by monitoring data entry practices, conducting audits, and implementing data hygiene initiatives.
• Lead a committee of power users responsible for establishing and maintaining data standards and promoting best practices for data entry, coding, and maintenance.
• Serve as a co-chair to lead monthly Tessitura Mountain Region community meetings.
• Assist in the administration of user accounts and security within Tessitura. Enhance security groups and assign access rights to ensure confidentiality and system integrity.
• Create and maintain documentation related to system configuration, best practices, data entry and integrity, and procedures specific to The Smith Center.
• Stay current on all updates and advancements in Tessitura capabilities and functionalities and inform department leaders of any impact they may have on SOPs.
• Maintain awareness of industry trends and best practices in the use of Tessitura and advise the organization regarding changes and enhancements that will improve operations.
• Support Ticketing and Marketing departments in the administration of TN Express Web and integrated website by providing technical expertise.
• Coordinate and schedule system/database upgrades as needed.
• Manage the organization’s open support tickets with Tessitura.
• Research, plan, manage projects, and troubleshoot Tessitura upgrades, including leading planning for the use of new features, developing testing plans, and supporting with staff training.
• Assist with the training and onboarding of new users, ensuring they are equipped to use Tessitura effectively.
• Consult with all departments, gathering user requirements for new initiatives and business processes, and recommending the best use of Tessitura to support initiatives.
• Maintain regular, reliable, and punctual attendance.
• Perform other duties as assigned within the scope of the position to support evolving organizational and business needs.

Required Education and Experience

• Bachelor’s degree in a related field or equivalent experience.
• Minimum of three years of professional experience using Tessitura, version 16 a plus.
• Strong proficiency in Tessitura, with extensive experience using Tessitura Analytics and other application tools.
• Experience in a nonprofit, cultural, or arts organization using Tessitura.

Required Skills & Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are general guidelines based on the minimum experience, knowledge, skill, and or ability required. Individual abilities may result in some deviation from these guidelines. To perform effectively in this position, the incumbent must have:

• Excellent verbal and written communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams. 
• Highly organized and superior attention to detail while coordinating and performing multiple tasks in a fast-paced environment.
• Ability to establish priorities, work independently, and proceed with objectives with minimal supervision.
• Ability to work effectively under pressure and meet deadlines.
• Ability to deal with a range of styles and behaviors in a tactful, positive, and professional manner.
• Strong analytical skills with the ability to interpret data and generate actionable insights. 
• Excellent critical reasoning and decision-making skills.
• Ability to think proactively and identify solutions to maximize department effectiveness.
• Flexibility to work evenings, weekends, and holidays as needed
• Must be 18 years of age.
• Must be legally authorized to work in the United States.

 Other Skills and Abilities

• Desire to work as a team player and assist when and where needed.
• Strong interpersonal and relationship-building skills, with the ability to work effectively with individuals across varying roles, styles, and backgrounds.
• Demonstrates a high level of professionalism, reliability, and accountability in all aspects of work.
• Maintains a professional presence and demeanor, representing The Smith Center in a positive manner.
• Demonstrates initiative, adaptability, and a willingness to take on new challenges in a dynamic environment.
• Desire and ability to accept all levels of challenges.

 Computer Skills

• Advanced proficiency in Microsoft Office Suite, including Outlook, Word, Excel, and PowerPoint. Advanced Excel skills, including formulas, pivot tables, data analysis, and reporting, are preferred.
• Advanced proficiency in Tessitura, including Tessitura Analytics, reporting, lists, extractions, output sets, dashboards, security administration, and data management.
• Experience supporting integrated applications and web platforms, including TN Express Web or similar technologies, is preferred.
• Demonstrated ability to analyze, interpret, and manage complex data while ensuring data integrity and producing meaningful reports and dashboards.
• Ability to quickly learn, evaluate, and adapt to new technologies, software applications, and system enhancements.

 Physical Job Requirements

The physical requirements and demands described here are representative of those that must be met by a team member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• This position will require sitting for long periods, as well as frequent standing, bending, and walking. 
• Specific vision abilities required include close vision, distance vision, peripheral vision, and the ability to adjust focus.
• Ability to regularly lift, carry, push, and/or move items up to 50 pounds or more, with or without assistance.
• Ability to frequently bend, reach, twist, stoop, crouch, kneel, and balance while performing job duties in varying work environments, including confined or crowded spaces.
• Ability to bend at the waist and lift items overhead.
• Ability to physically stand, walk, and climb stairs on a consistent basis.
• Ability to use fine motor skills, including frequent use of hands and fingers for typing, handling equipment, and operating office tools.
• Ability to operate standard office equipment, including computers, tablets, and mobile devices.
• This position could be exposed to loud noises, and frequent phone conversations, and requires average to above average visual acuity and hearing.
• Most of this job will be performed indoors in a climate-controlled environment.

Certificates, Licenses, Registrations

Must be able to qualify for licenses and permits if required by federal, state, and local regulations during the course of employment.

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be constructed as an exhaustive list of all the responsibilities, duties, and skills required for the position.

All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

With a career at The Smith Center for the Performing Arts, you really benefit! We offer:

• Creative and collaborative work culture
• Competitive compensation
• Comprehensive health, dental, and vision insurance plans
• Employee Assistance Program- including counseling, wellness programs, and financial support services.
• Flexible Spending Account (FSA) & Health Savings Account (HSA) options to help you save on eligible medical expenses with pre-tax dollars.
• Generous Paid Time Off Plan
• Paid Holidays and Personal Holiday Time
• 401(k) retirement savings plan eligibility on your start date with employer match
• Employer-paid disability insurance coverage
• Supplemental benefits are offered such as accident, critical illness, hospital indemnity coverage, pet insurance, and employee-only discounts.
• Safe and paid parking on-site
• Training and career growth opportunities
• Exclusive early access, employee discounts, and complimentary tickets to world-class performances and events.
• Discounts on Starbucks products and merchandise

Limitations and Acknowledgments

The Americans with Disabilities Act requires that reasonable accommodations be made for qualified individuals to help perform the required duties and tasks of the position. Reasonable accommodation is available for qualified individuals with disabilities upon request.

Equal Opportunity Employer Statement

The Smith Center for the Performing Arts (TSC) is an Equal Opportunity Employer and provides equal employment opportunities to all employees and qualified applicants for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity, national origin, citizenship, genetic information, disability, protected veteran status, age, or any other legally protected characteristic.

This policy applies to all aspects of employment, including recruitment, hiring, transfers, promotions, termination, layoffs, leaves of absence, compensation, benefits, training opportunities, internships, and all other terms and conditions of employment.