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Job Title: Application and Data Manager

Department: Ticketing & Box Office

Reports to: Director, Ticketing Operations

Status: Exempt, Full-Time

Work Location: Fully Onsite | The Smith Center for the Performing Arts

CRM Experience Requirement: Tessitura experience is required. Candidates must have direct, professional experience using the Tessitura CRM platform to be considered for this role

Summary of Duties and Responsibilities

The Application and Data Manager will play a critical role in supporting the organization’s strategic use of arts enterprise software (Tessitura) and data analytics. This position ensures the effective utilization of Tessitura across departments; develops and maintains custom reports and dashboards; performs ongoing data management; and provides system support. The role requires exceptional interpersonal skills, with the ability to work collaboratively across departments by offering guidance on best practices, troubleshooting issues, and providing staff training to optimize the use of Tessitura and its integrated applications. The ideal candidate must be a self-starter who works autonomously, exercising independent judgment. They should be an experienced Tessitura power user with a strong understanding of data analytics, reporting, and data management best practices, committed to continuous improvement and optimization.

Essential Duties and Responsibilities

• Manage the day-to-day use of Tessitura, guiding users through the system, resolving data and reporting issues, and ensuring the application’s effective operation in line with departmental and organizational needs.
• Manage inventory of reports and dashboards available in Tessitura to streamline and enhance data tools that can be used to inform decision makers.
• Develop and deliver custom reports, queries, and dashboards that meet the needs of key departments, including ticketing, marketing, fundraising, and finance.
• Provide Tessitura functionality expertise and support application users in the design and execution of lists, extractions, output sets, and analytics dashboards.
• Perform detailed data analysis to identify trends, insights, and opportunities for the organization, providing actionable recommendations to inform decision-making.
• Analyze comprehensive datasets to inform pricing strategies, including dynamic pricing adjustments, initial scaling recommendations, and inventory management.
• Support the Ticketing & Box Office department in the building and maintenance of performances, packages, pricing grids, promotions, fees, venue configurations, and other Ticketing functionality within Tessitura.
• Manage data capture to proactively enable reporting and data analysis.
• Serve as a checkpoint for quality control for all records, reports, lists, and data.
• Ensure the quality and accuracy of data within Tessitura by monitoring data entry practices, conducting audits, and implementing data hygiene initiatives.
• Lead committee of power users that oversees data standards to enforce best practices for data entry, coding, and maintenance.
• Serve as a co-chair to lead monthly Tessitura Mountain Region community meetings.
• Assist in the management of users and security within Tessitura. Enhance security groups and assign access rights to ensure confidentiality and system integrity.
• Create and maintain documentation on system configuration, best practices, data entry and integrity, and procedures specific to The Smith Center.
• Stay up to date on all updates and advancements in Tessitura capabilities and functionalities and inform department leaders of any impact they may have on SOPs.
• Supports Ticketing and Marketing departments in the administration of TN Express Web and integrated website by providing technical expertise.
• Coordinate and schedule system/database upgrades as needed.
• Manage the organization’s open support tickets with Tessitura.
• Research, plan, manage projects, and troubleshoot Tessitura upgrades, including leading planning for the use of new features, creating testing plans, and assisting with staff training.
• Assist with the training and onboarding of new users, ensuring they are equipped to use Tessitura efficiently.
• Consult with all departments, gathering user requirements for new initiatives and business processes, and recommending the best use of Tessitura to support initiatives.
• Maintain awareness of industry trends and practices in the use of Tessitura and advise the organization regarding changes and enhancements that will improve operations.
• Maintain regular, reliable, and punctual attendance.
• Perform other duties as assigned within the scope of the position.

Required Education, and Experience

• Bachelor’s degree in a related field or equivalent experience.
• Minimum of two (2) years of progressive, hands-on experience using the Tessitura CRM system is required; version 16 is a plus.
• Strong proficiency in Tessitura, with extensive experience using its reporting and analytics tools.
• Knowledge of SQL Server, SQL Server Reporting Services, or other related tools.
• Minimum of two years of experience in database management, or Certification in SQL and Database Management.
• Experience in a nonprofit, cultural, or arts organization using Tessitura.

Required Skills & Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are general guidelines based on the minimum experience, knowledge, skill, and or ability required. Individual abilities may result in some deviation from these guidelines. To perform effectively in this position, the incumbent must have:

• Excellent verbal and written communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
• Highly organized and superior attention to detail while coordinating and performing multiple tasks in a fast-paced environment.
• Ability to establish priorities, work independently, and proceed with objectives with minimal supervision.
• Ability to work effectively under pressure and meet deadlines.
• Ability to deal with a range of styles and behaviors in a tactful, positive, and professional manner.
• Strong analytical skills with the ability to interpret data and generate actionable insights.
• Excellent critical reasoning and decision-making skills.
• Ability to think proactively and identify solutions to maximize department effectiveness.
• Flexibility to work evenings, weekends, and holidays as needed.
• Must be 21 years of age.
• Must be legally authorized to work in the United States.

Other Skills and Abilities

• Desire and ability to accept all levels of challenges.
• Desire to work as a team player and assist when and where needed.
• Exhibit a professional appearance and demeanor.

Physical Job Requirements

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

• This position will require sitting for long periods, standing, bending, and walking, as well as using fine motor skills, such as finger dexterity for typing.
• Specific vision abilities required by this job include close vision and peripheral vision.
• Ability to regularly lift, move, carry, push, and pull 50 pounds or more.
• Ability to occasionally reach, bend, twist, stoop, stack, crouch, kneel, and balance when performing job duties in varying work areas such as confined spaces.
• Ability to physically stand, walk, and climb stairs on a consistent basis.
• This position could be exposed to loud noises, and frequent phone conversations, and requires average to above average visual acuity and hearing.
• Most of this job will be performed indoors in a climate-controlled environment.

Certificates, Licenses, Registrations

Must be able to qualify for licenses and permits if required by federal, state, and local regulations during the course of employment.

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be constructed as an exhaustive list of all the responsibilities, duties, and skills required for the position.

All job requirements are subject to possible modification to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

With a career at The Smith Center for the Performing Arts, you really benefit! We offer:

• Creative and collaborative work culture
• Competitive compensation
• Comprehensive health, dental, and vision insurance plans
• Employee Assistance Program- including counseling, wellness programs, and financial support services.
• Flexible Spending Account (FSA) & Health Savings Account (HSA) options to help you save on eligible medical expenses with pre-tax dollars.
• Generous Paid Time Off Plan
• Paid Holidays and Personal Holiday Time
• 401(k) retirement savings plan eligibility on your start date with employer match
• Employer-paid disability insurance coverage
• Supplemental benefits are offered such as accident, critical illness, hospital indemnity coverage, pet insurance, and employee-only discounts.
• Safe and paid parking on-site
• Training and career growth opportunities
• Exclusive early access, employee discounts, and complimentary tickets to world-class performances and events.
• Discounts on Starbucks products and merchandise

Limitations and Acknowledgments

The Americans with Disabilities Act requires that reasonable accommodations be made for qualified individuals to help perform the required duties and tasks of the position. Reasonable accommodation is available for qualified individuals with disabilities upon request.

The Smith Center for the Performing Arts (TSC) is an Equal Opportunity Employer that complies with the laws and regulations set forth under EEOC.