CRM & Data Systems Manager

The Frick Museums and Art of Pittsburgh•Pittsburgh, PA

48d•$62,695 - $73,450

About The Position

The CRM and Data Systems Manager is an integral member of The Frick Pittsburgh team, who collaborates across the organization to ensure data integrity and database optimization within the CRM (Tessitura), cohesive data flow and system enhancements, and general IT support. This position is central to the advancement of constituent engagement through data analysis and best practices, and will work to track and engage both new and repeat visitors through close collaboration with the Advancement, Membership, Visitor Services, Marketing, and Learning and Visitor Experience departments. This position will also oversee general IT systems at The Frick Pittsburgh and aid with identifying, diagnosing, and troubleshooting abnormalities and necessary enhancements/updates while liaising with third-party IT consultants.

Requirements

Committed to fostering a workplace culture of accessibility, inclusion, diversity, and equity.
The successful candidate will have a strong background in data analytics and prior experience with CRM systems and data analysis.
Must have demonstrable experience in managing projects equally well independently, and as part of a team.
At least two (2) years of experience with Tessitura is required, SQL experience is a strong plus.
Able to multi-task, meet deadlines, and work well in a fast-paced environment.
Be an innovative problem solver and be capable of overcoming challenges as they arise.
Must be adept in assessing and troubleshooting technology of various types and comfortable with data systems and security.
Must possess strong oral and written communication skills.
Must be proficient in all Microsoft Office applications including Outlook, Word, Power Point, and Excel.
Must have a valid driver’s license.
Clearance of a background check.

Responsibilities

Serves as the primary Tessitura system administrator, overseeing database configuration, management, user creation and permissions, and general system performance.
Schedule and support system upgrades of the Tessitura database, identify and recommend system enhancements and beta testing opportunities, based on department needs.
Work cross-departmentally to identify, understand, and adopt new Tessitura features based on feedback and needs.
Develop and maintain data management best practices including but not limited to, data cleanup and maintenance.
Optimize Tessitura performance to fit the needs of the Organization and liaise with Tessitura Support Network on support tickets and system upgrades.
Serve as project lead for data system integrations and regularly audit systems to ensure optimal performance, work with Tessitura Extended Services as needed to maximize database efficiency.
Assist with new team member training on the Tessitura system, identify and support supplemental training opportunities for Tessitura Power Users, and continuation training for casual users of the Tessitura system.
Lead monthly internal Tessitura Power User meetings and collaborate with external community partners including the Pittsburgh Tessitura Community Group to stay updated on industry best practices.
Maintain the highest level of confidentiality, data security, and PCI compliance at all times.
Other system administration duties as assigned by management.
Track constituent data flow within the CRM and make strategic recommendations based on data analysis findings for follow up with constituents in order to boost constituent engagement and overall satisfaction. Recommend implementations to increase data collection efficiency.
Create, manage, schedule, and distribute lists, output sets, Tessitura Box reports, Tessitura Analytics dashboards to department heads and management as requested.
Analyze data trends in admission tickets, attendance, revenue, membership, donations, and report out to leadership on a consistent basis.
Make strategic recommendations based on data analysis findings for follow up with constituents and implementations to increase data collection efficiency.
Become proficient in SQL code to create and run tailored SSRS queries, datasets, and reports.
Act as general IT support liaison between internal staff and contracted IT support team for routine maintenance, upgrades, and troubleshooting escalated occurrences.
Regularly review and maintain The Frick Pittsburgh’s internal networks, computer systems, hardware, and software, installing necessary firmware updates and system upgrades as needed. Recommend and initiate trainings for staff as necessary.
Maintain meticulous compliance standards and best practices; implement organizational policy around data security, provide cross-organizational support for general IT needs.