Position: Member Success Specialist (One Year Parental Leave Cover)

Department: Member Services / Support

Reports to: Director, Member Success

Location: Work from home / Must be based in U.S.

Compensation: $55,000 – $65,000 USD

Open through: May 24, 2023

Tessitura is a non-profit company dedicated to helping arts and cultural organizations thrive.

CRM lies at the heart of our mission and our technology platform. With Tessitura in their toolkit, organizations can achieve their goals with ease.

The Tessitura community includes over 750 cultural institutions in ten countries. Our staff provide 24/7 support and offer guidance to grow revenue and build lifelong engagement.

Job Summary:

Tessitura Network is seeking a Member Success Specialist and is primarily responsible for non-support related Member correspondence and follow-up, along with additional administrative responsibilities to help ensure that each Tessitura Member is a successful user of the Tessitura software.

The Member Success Specialist is part of our Member Success group, whose aim is to drive proactive outreach efforts that deepen the adoption of Tessitura Products & Services and increase member satisfaction. The Member Success team provides one-to-one interventions that improve the member experience and ensure retention across member organizations.

The ideal Member Success Specialist will be an effective listener that can easily translate customer feedback into solutions. A successful candidate will be organized, detail-oriented, and able to continually evolve processes to improve the customer experience.

This is full-time, one-year position as a parental leave cover.

Specific Responsibilities:

• Serve as lead administrator for Member Services contact points; ensure timely response and/or acknowledgement of information shared, schedule follow-up and record activity in database.
• Identify any follow up needs and help direct appropriately to the staff member responsible for the next steps.
• Highlight themes to Member Services leadership.
• Ensure stakeholders have finalized assigned tasks.
• Site visit coordination scheduling and preparation
• Complete administrative steps required when an account requires intervention.
• Assist with proposals and contract drafting and follow-up as needed.
• Other duties as assigned.

General Responsibilities:

• To drive outcomes that deepen engagement between our members and the Tessitura company, Tessitura software and Tessitura community.
• As a term of employment, the post holder may be required to undertake such other duties and/or times of work as may be reasonably be required commensurate with the general level of responsibility within the Company.

Future Responsibilities:

• Support member community and conference activities, including compiling key messages from the Member Success group and supporting materials.
• Upon identifying retention needs, recommend intervention plan and facilitate the proper steps to support retention.

Required Skills and Experience:

• Ability to analyze and interpret data, understand and communicate trends.
• Excellent verbal and written communication skills.
• Proficient with CRM software and the Microsoft Office Suite.
• Proven ability to prioritize multiple projects at a time, while maintaining sharp attention to detail.
• Ability to work calmly, effectively, and flexibly with a wide diversity of personalities.
• Ability to work independently and effectively from a home office as part of a global, virtual company.
• Capacity to work independently, as well as in a team setting.
• Strong problem-solving skills.

How to apply:

Please apply by using the online form. If you have any questions or need assistance, please contact us at careers@tessituranetwork.com.

Our company is committed to building a team that represents a variety of backgrounds, perspectives, and skills, as well as providing a workplace of mutual respect, free of any discrimination or harassment. We seek to recruit, develop, and retain the most talented people from a diverse candidate pool.

Diversity, Equity, Accessibility, and Inclusion (DEAI) Commitment:

At Tessitura, our mission is to enable arts and cultural organizations to achieve their goals. We recognize that having a diverse team is not only critical to our commitment to adopt equitable behaviors, it will also fuel collaboration, innovation and creativity as we deliver on our mission.

Creating an environment where everyone feels safe and comfortable in bringing their authentic selves to work is both our pledge and our passion.

Ultimately, providing an accessible and inclusive workplace will allow the Tessitura community to thrive.

Equal Opportunity:

Tessitura is an equal opportunity employer and does not unlawfully discriminate against employees and applicants for employment based on race, color, sex, religion, national origin, citizenship status, age, genetic information, sexual orientation, creed, marital status, gender identity and expression, physical or mental disability of an otherwise qualified individual, membership or application for membership in a uniformed service, engaging in legally protected activity, or any other characteristic protected under applicable law. Tessitura also provides reasonable accommodations to applicants and employees in accordance with applicable law. Subject to its legitimate business requirements, Tessitura bases all personnel actions, such as recruitment, hiring, training, promotion, transfer, layoff, recall, compensation and benefits, discipline, termination, and educational, recreational, and social programs, solely on an individual’s qualifications, merit, and performance.

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