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Implementation Specialist, Web Products

Implementation Specialist, Web Products

Tessitura Network is an enterprise software company serving the arts and cultural sector.  Tessitura Software® is an application that includes ticketing, fundraising, CRM, marketing, reporting and analysis, subscriptions, and membership functionality. Over 600 arts and cultural organizations in ten countries use Tessitura to power their businesses.   Tessitura Software includes a substantial API which powers hundreds of web applications that deliver real-time ticketing, fundraising, targeted marketing and constituent management functionality.  This same API powers our pre-built hosted web products, a fully-integrated web purchase path product called TN Express Web™ (TNEW) and our mobile customer engagement platform TN Mobile Plus™ (TNMP).

Position Responsibilities:

  • The primary objective of this position is implementing new web applications for Tessitura licensees from kick-off to go live.
  • Assume a prominent customer facing Account Manager role for TN Express Web and TN Mobile Plus implementations. This is a critical role for the Web Products team.
  • Provide Project Management and best practice recommendations for the implementation of Web Products in coordination with the implementing organization.
  • Serve as Tessitura Web Products expert, provide training and phone/web support for implementing customers as well as lead diagnosis and troubleshooting efforts of Web Products configuration and setup from within the Tessitura client application, the web API and database.
  • Provide excellent customer service, responsiveness, written and verbal communications in all interactions with Tessitura licensees and Tessitura staff.
  • Work with Web Products and Documentation teams to develop and maintain product documentation, process documentation and marketing collateral.
  • Collaborate with team on web product road mapping, brainstorming, enhancement selection and overall product planning to ensure successful growth Tessitura’s web products.
  • Lead online and in-person product demos and answer sales inquiries.
  • Assist with overall Tessitura API support, troubleshooting, and QA work as needed.
  • Assume assignments for the annual user conference related to the planning, preparation and presentation of sessions.
  • Due to the nature of our global client base, flexibility with the hours may be required to meet client needs.
  • Other related duties as assigned.

Qualifications:

  • Minimum 2-4 years’ experience in ticketing and fundraising with Arts/Cultural organizations using Tessitura software.
  • Web implementation expert; knowledgeable in web standards and practices, web hosting and website architecture concepts.
  • Self-motivated; ability to work efficiently in a virtual environment.
  • Demonstration of strong project management, customer service, initiative and ability to assume additional responsibilities
  • Excellent communicator, written and verbal.
  • Ability to multi-task. You will manage internal and deadline-driven customer projects that will require dynamic, real-time prioritization based on multiple factors.
  • Outstanding problem solving skills and attention to detail. Must be able to think creatively about issues to find a resolution.
  • Demonstrates a consistent sense of urgency and follow up on open issues to ensure resolution.
  • Must be extremely detailed, organized, and results oriented.
  • The ability to learn quickly and independently. You will have to become an expert on Tessitura and Tessitura Web Products in a short time.

 

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