CRM Administrator

Folger Shakespeare Library

1d • $70,000 - $74,000 • Hybrid

About The Position

The Folger Shakespeare Library, located on Capitol Hill in Washington, DC, seeks a CRM Administrator to support and advance the organization’s use of the Tessitura CRM as part of our IT team. This role focuses on system configuration, data governance, integrations, reporting, testing, and documentation. The CRM Administrator partners with teams across the institution to understand business needs, translate them into clear technical specifications, and implement structured, well-documented changes that improve data reliability and operational consistency. This is a platform-level role that focuses on system logic, configuration standards, and data quality. Operational tasks such as event builds, season setups, pricing configuration, and ticketing workflows remain owned by the relevant team with the Administrator providing support and user training. The individual will be working with departments across the entire institution on sales, record management, donations, financial transactions, and data tracking. The position requires strong technical skills (specifically SQL),analytical discipline, and the ability to communicate clearly with both technical and non-technical users. Tessitura experience is strongly desired but not required- candidates with CRM administration experience in other systems (such as Salesforce, HubSpot, Blackbaud, PatronManager, or similar platforms) are encouraged to apply and will receive training in Tessitura as needed. The standard schedule for this role is Monday–Friday, 8:45am–4:45 pm, which is a 35-hour work week, with occasional evenings and weekend hours as needed for projects or maintenance. This position is a hybrid role; a formal schedule will be agreed upon between the manager and employee. The selected candidate will need to be within a commutable distance to the D.C. office (DC, MD, VA) by their start date. Health & Safety: The health and well-being of all staff, contractors, and visitors is our top priority. While the Folger no longer requires masks or vaccinations (except for AEA spaces), we support and encourage individuals to take the safety precautions they are most comfortable with, and we ask that individual choices are respected. The Folger offers organization-funded healthcare plans for full-time staff and extensive leave options to all staff in the case of any health issues that arise. Compensation: This is a salary position, with a pay range of $70,000-74,000. Total compensation includes an extensive benefits plan, including fully covered health, dental, and vision insurance for the individual and a generous 403b contribution and match, outlined at https://www.folger.edu/employee-benefits.

Requirements

• 3–5 years of experience administering or performing advanced power-user/system configuration work in a CRM (such as Tessitura, Salesforce, HubSpot, Blackbaud, PatronManager, or similar) with experience in system configuration, data workflows, and reporting.
• Experience supporting ticketing, fundraising, membership, or CRM operations in cultural, nonprofit, or performing-arts environments.
• Proficiency in SQL.
• Experience reconciling or validating data across systems.
• Demonstrated ability to create clear documentation (SOPs, runbooks, technical notes, training guides).

Nice To Haves

• Direct experience with Tessitura as an administrator or advanced power user.
• Experience managing integrations, batch workflows, or API-based processes.
• Experience with data-governance or access-control practices.
• Familiarity with version-control workflows or structured change-management practices.

Responsibilities

• System Administration & Configuration Configures and maintains Tessitura CRM components supporting ticketing, fundraising, membership, reporting, and online engagement.
• Manages user roles, permissions, and security groups using least-privilege principles.
• Evaluates proposed configuration changes and upgrades; documents expected impacts, risks, and required decisions.
• Builds and executes testing plans for configuration changes, integrations, and data workflows.
• Maintains system architecture documentation, configuration decisions, and workflow diagrams.
• Ensures all system changes follow defined SOPs and change-management practices.
• Data Governance and Quality Defines and maintains data standards, including required fields, deduplication rules, address formats, segmentation practices, and data-entry policies.
• Leads recurring data quality reviews and cleanup cycles with operational teams.
• Performs and documents record merges following approved rules.
• Maintains auditable logs documenting configuration changes and expected outcomes.
• Integrations and Data Workflows Maintains and troubleshoots integrations between CRM systems and external platforms for marketing, online transactions, reporting, and visitor-facing processes.
• Manages recurring imports, exports, batch jobs, and API-driven workflows.
• Documents integration points, data flows, dependencies, and assumptions.
• Identifies opportunities for automation or workflow simplification and proposes actionable improvements.
• Reporting and Analytics Writes and optimizes SQL queries for reporting, audits, data corrections, and exploratory analysis.
• Builds and maintains standardized reports and dashboards for operational, financial, and strategic decision-making.
• Defines and maintains data tagging and coding schemes that support segmentation, attribution, and longitudinal analysis.
• Replaces manual/ad-hoc reporting with repeatable, version-controlled outputs.
• Supports reconciliation of CRM data with other internal systems and datasets.
• Technical Planning and Implementation Conducts structured discovery to understand underlying business needs, data requirements, and process constraints.
• Translates needs into clear, testable technical specifications ( logic, fields, workflows, and reporting outputs).
• Presents configuration options and trade-offs and confirms decisions with stakeholders.
• Implements approved CRM configurations, integrations, reporting updates, and workflow adjustments.
• Executes testing plans, documents results, and tracks follow-up actions.
• Communicates status, risks, and decisions in clear, written form.
• Documents final outcomes, configuration decisions, and updates SOPs or runbooks accordingly.
• Training Documentation, Issue Resolution, and Technical Support Develops accessible training materials and change briefings for new features, processes, or data standards.
• Delivers targeted training sessions for task-specific workflows, data-entry expectations, or new functionality.
• Maintains a CRM Administration Runbook (SOPs, configuration procedures, change-management protocols, data-governance rules).
• Serves as the primary technical contact for CRM and Tessitura-related issues.
• Troubleshoots system issues: reproduce problems, identify root causes, document resolutions, and track recurring patterns.
• Serves as the primary liaison with the Tessitura Network for any issue escalation, clarification, and resolution.
• Proactively identifies opportunities to improve usability, data quality, staff efficiency, or system reliability.

Benefits

• an extensive benefits plan, including fully covered health, dental, and vision insurance for the individual and a generous 403b contribution and match, outlined at https://www.folger.edu/employee-benefits

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed