CRM Database Manager - Tessitura (Full - Time) - Phillip and Patricia Frost Museum of Science

CRM Database Manager - Tessitura (Full - Time)

ROLE & LEVEL/GRADE: P3/5
Department: IT
Reports To: VP of Technology

SUMMARY

The CRM Database Manager is responsible for the overall strategic use of the Museum’s databases, research for new database platforms, performs ongoing data management and ensures that all departments are properly utilizing their respective databases. Serves as the main liaison to Tessitura. Works directly with the various departments (including Advancement, Education, Finance, Guest Experience, IT, Marketing, Exhibits and Membership) to implement new functionalities, troubleshoot errors and proactively identify solutions to enhance both the external customer experience and internal efficiencies.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Oversees all aspects of Tessitura CRM administration.
• Improves procedures and processes relating to database management that will ensure data integrity is maintained and reports are generated accurately.
• Serves as checkpoint for quality control for all records, reports, lists, and data.
• Responsible for cyclical buildout of all products and coordinating with departments of any changes.
• Implement TNEW build outs and coordinate with Web Developer and marketing team to support transactional integrations between website and API plug ins to Tessitura.
• Assist departments’ Tessitura lead with any projects or issues surrounding day to day use of Tessitura.
• Stay up to date on all updates and advancements in Tessitura capabilities and functionalities and inform Department leads of any impacts they may have on SOP’s.
• Ensures all SOP’s related to Tessitura are maintained.
• Perform system/database upgrades as needed.
• Work with Department leads to ensure data entry policies are in compliance.
• Provide technical advice, training and analytics dashboards to department leads as needed.
• Provide Tessitura functionality expertise and support application users in the design and execution of lists, extractions, output sets and analytic dashboards.
• Oversee data capture to proactively enable reporting and data analysis.
• Assist as needed with departmental projects such as season set up and configuration, campaign and appeal set up and planning, event set up, and financial reconciliation.
• Oversee the Tessitura contract hours and work with IT and Finance Leads to inform on best use of hours, as well as advise on additional extended use of hours.
• Work with IT department to ensure that all hardware and server needs are up to date for any Tessitura advances.
• Serve as lead communicator with Tessitura Account Rep on any open tickets or technical requests. Communicate with Department leads of any requests and assist with project development, as needed.
• Lead weekly meetings with departmental Tessitura leads and summarize any issues to the VP of Finance and VP of Technology.

• Oversees all database tasks that relate to constituent transactions and data hygiene.
• Research and implement new database systems as needed by various Museum departments.
• Maintain all Museum database systems as needed, including but not limited to; Ticketing/Advancement/Tessitura, Finance/Sage, Husbandry/Tracks, Apache/Web/WordPress, Collections/TBD, Exhibits, Security/P2000, Active Directory, Events/EventPro
• Performs other duties as assigned.

KNOWLEDGE, SKILLS AND ABILITIES

• Good organizational and clerical skills
• Strong analytical problem-solving skills
• Basic understanding of SQL, MySQL and CRM management preferred
• Knowledge of Microsoft Office, including Outlook, Word and Excel
• Professional and courteous written correspondence via email
• Ability to multi-task
• Needs to be available to work weekends and some holidays as needed.

QUALIFICATIONS

• Associates degree focusing on computer sciences related and at least two (2) years’ experience in database management or Certification is SQL and CRM Database Management.
• 2 year of experience working Tessitura Network CRM
• General office responsibilities and procedures or an equivalent combination of education and experience. Completion of some college classes preferred.

PHYSICAL DEMANDS

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

While performing the duties of this job, the employee is frequently required to sit, talk and hear. The employee is occasionally required to walk; use hands and fingers to feel, handle, or operate objects, tools, or controls; and reach with hands and arms. The employee must occasionally lift and/or move up to 30 pounds. Specific vision abilities required by this job include close vision and the ability to adjust focus.

WORK ENVIRONMENT

Work is usually done indoors in a climate-controlled environment that is usually quiet.

CLEARANCE REQUIREMENTS

• Background clearance
• Drug screening as part of the Drug-Free Workplace Program

Don’t meet every single requirement? Studies have shown that women and people of color are less likely to apply for jobs unless they meet every qualification. Frost Science values a diverse and inclusive workplace. If you are excited about this role but your experience doesn’t align perfectly with all the qualifications, we encourage you to apply anyway. You may be just the right candidate for this or other opportunities.