Job Details

Description

Provide technical leadership to drive the enhancement of business practices and ensure organizational optimization of the customer relations management (CRM) software, Tessitura. Partner with all Des Moines Performing Arts (DMPA) departments to maintain optimal use of the enterprise-wide CRM, determining/recommending reporting needs, training strategy, and facilitation.

Essential Job Duties And Responsibilities

Serve as a primary liaison and contact with Tessitura.
Act as the technology point person for Tessitura utilization, configuration, customization, integration, reporting and ad-hoc requests.
Identify, develop, and facilitate in-house training to all user groups and recurring training sessions including new staff.
Maintain and monitor standardization of data entry by multiple roles and organizations for data continuity.
Manage the organization and storage of all database information within the database system to enable optimal access.
Verify the accuracy of system data and monitor resolution of data faults.
Maintain and ensure database security and controls within the database.
Promote and run optimal data hygiene on a continuous schedule, including NCOA, account merging, wealth screening, and other appends.
Project manage and troubleshoot upgrades, oversee database infrastructure and provide technical support and administration.
Proactively consult with all departments, recommend process improvements and new initiatives across system to optimize database resources, workflow, quality work across departments and oversee related implementation process.
Triage support issues to determine appropriate actions for resolution or escalation; ensure quality of result
Know and understand all processes and customizations, maintain documentation of these for training and continuity of information.
Understand SQL and API integrations with third party products; troubleshoot back-end issues.
Lead cross-departmental user groups, oversee related projects, and develop a strategic roadmap for application product and process implementations
Perform ongoing research regarding best practices within the industry and during system upgrades to implement changes and maximize end user efficiency and organizational benefit.
Anticipate and plan for software and environmental impact to software usage as it pertains to each department. Work directly with department users to prepare, consult, and assist with shifts in thinking and process improvement implementation.
Pull reports or information from CRM as needed or requested by department users.
Other duties as assigned.

Educational / Experience Requirements (Indicate education level and years of experience required for the job; include certificates and licenses)

Bachelor’s Degree with a minimum of three years’ experience or equivalent combination of education and experience; experience working with ticketing systems; experience working in performing arts and non-profit organizations is preferred.

Proven project management experience.
3 years of CRM, database management.
Experience with Tessitura preferred.
Advanced knowledge and hands-on experience with T-SQL, SSIS, SSRS, SSAS and Infomaker preferred.
Advanced computer skills using Microsoft Office Suite (Word, Excel, Outlook, PowerPoint and Publisher) and ticketing software.

Critical Success Factors (Indicate essential skills and behaviors a person must regularly demonstrate critical for job success)

Outstanding communication skills – oral, written and presentation; ability to clearly and accurately communicate verbally and in writing consistently using strong grammar; ability to communicate in a way that builds trust.
Ability to quickly learn new systems and technologies with minimal guidance.
Proven project management skills including the ability to organize, plan, staff and manage entire projects with proficiency and the ability to meet deadlines.
Ability and accountability to work with little or no supervision with strong organizational and time management skills.
Ability and willingness to convey concepts and solutions to both technical and non-technical team members.
Ability to comprehend complex requirements and clarify ambiguous or incomplete information.
Ability to prioritize, identify critical issues and work towards results demonstrating strong initiative and a “self-starter” mentality.
Highly accurate and detail oriented while meeting goals and scheduled timelines.
A proven track record in training, managing and motivating others to adopt applications or data systems and in using data analysis to inform business strategy and provide business intelligence Training/presentation skills.
Problem solving skills; ability to assess issues/situations and formulate solutions using creativity, judgment, and past experiences tapping into available information and applicable resources.
Pro-active; takes initiative.
Ability to thrive in a fast-paced environment; is adaptable and flexible.
Strong leadership skills.
Strong interpersonal skills with ability to influence.+
Able to work effectively in a collaborative and consultative environment.

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