CRM and Business Application Manager

KIMMEL CENTER INC.•Philadelphia, PA

About The Position

The 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. There are other systems that are also utilized by the same departments. These systems require less upkeep as cloud-based SaaS tools, but would be a part of the Business Application portfolio. The Business Application Manager is responsible for the administration, integration, and strategic development of core business applications, focused on Tessitura, but including Momentus, ArtsVision, and SharePoint. This role ensures these platforms support the organization’s ticketing, fundraising, scheduling, marketing, reporting, and collaboration needs. 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. The manager will lead cross-functional initiatives, training, data integrity, and the adoption of new features across all supported systems. This key role acts as a bridge between business goals, user needs, and technical execution.

Requirements

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
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
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.

Responsibilities

Document and maintain the long-term vision and product roadmaps for Tessitura, Momentus, ArtsVision, and SharePoint.
Align application 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 with 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
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 to ensure all business applications (Tessitura, Momentus, ArtsVision, SharePoint)
Engage with the wider Tessitura User Community via forums, networks, and other relevant user communities and forums for each platform
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
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 Super Users in each department to ensure that new functionality and business initiatives are appropriately implemented
Work closely with other business application Super Users to ensure training for Momentus, ArtsVision, and SharePoint are happening as needed
Work closely with other Business Application Super users to ensure basic documentation for support of Momentus, ArtsVision, and SharePoint are happening as needed
Facilitate Audit processes for all applicable systems for compliance
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
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