Tessitura

Manager

• Develop strong, trusting member relationships that establish, maintain, and/or deepen engagement with Extended Services.
• Lead meetings with Extended Services members following an approved meeting template.
• Leverage knowledge of member priorities and personalities to assist with overall member health and sentiment efforts across Tessitura Network.
• Maintain clear, timely communication with members, Extended Services teams and leadership regarding member initiatives and the status of current and upcoming member projects.
• Coordinate between and among Technical and Extended Services and the wider Member Services group to ensure a smooth member experience and consistent and timely completion of tasks.
• Raise member health concerns and participate in identifying and activating solutions as needed.
• Demonstrate competent use of tools, business processes and workflows used by the Member Services group including the set up, review, and correction of projects, tasks, and consultant allocations within the company’s resource planning tools (Microsoft d365 and PlanAutomate).
• Monitor and communicate contract hours usage and individual project timelines for members within an identified portfolio to both the member and the assigned Extended Services team.
• Assist with month-end project reconciliation processes including adjustments for billing purposes.
• Contribute to a collaborative team culture that supports peer to peer learning and cooperation.
• Proactively develop and maintain basic knowledge of Tessitura’s current and upcoming features and recommended practices through training, classes, and provided resources as well as peer-to-peer and independent upskilling.
• Comply with company policies and identified workflows.
• Meet annual time-tracking goals and submit hours and reimbursable expenses promptly.
• Travel occasionally for meetups and conferences.
• Perform other job-related tasks as assigned.

Engagement Manager, Extended Services

Consultant

• Supply essential support services to Tessitura users both regionally and globally
• Use the Tessitura Network helpdesk application for troubleshooting assistance
• Resolve support issues directly for clients and escalate as needed
• Assist members in installing and upgrading Tessitura applications
• Undertake consulting projects, member onboarding, and training programs
• Act as a subject matter expert in optimizations and upgrades

Support Consultant – Parental Leave Cover

Business Development Rep

• Oversee Tessitura’s inbound lead management
• Research, tag, respond to, and assign inbound sales leads to appropriate Business Development leads
• Act as the first point of contact for incoming sales inquiries, routing non-sales inquiries to other departments as needed
• Handle Tessitura’s incoming calls to the Business Development phone line for follow up
• Ensure successful follow-up and reporting on lead activity by maintaining accurate data, categorization, and communication tracking in our internal CRM system
• Manage and oversee Tessitura’s trade show operations
• Own end-to-end event operations for Tessitura’s North American trade show presence
• Provide planning support for trade shows in the EU/UK
• Collaborate with Business Development leadership to align event strategy with revenue goals to maximize company return on investment
• Renew annual business memberships on behalf of the team
• Drive sales process enablement and content management for the Business Development team
• Project manage and provide support to ongoing Sales Operations efforts
• Oversee team business intelligence and reporting
• Develop reports and dashboards that support ongoing team business insights
• Maintain budget tracking and actualization on behalf of the Growth group
• Strategically research prospective accounts for targeting and reactivation
• Handle ongoing prospect research efforts with regular updates and review of our internal CRM system
• Regularly review and qualify potential opportunities on tender & RFP listing sites
• Utilize tools for outbound sales efforts in alignment with Tessitura’s operational processes
• Communicate and collaborate effectively internally across the Business Development team, Growth Group, and entire company

Business Development Operations Manager

DevOps Engineer

• Build, configure, monitor, and maintain application services in AWS cloud environments
• Administer virtual servers, services, and related applications to provide responsive computing environments
• Manage Citrix virtual application and desktop delivery environments, including basic troubleshooting
• Implement and maintain secure SFTP services and file transfer solutions
• Administer cloud-based file shares and storage systems
• Configure and manage MFA and identity management solutions
• Perform routine maintenance, patching, and updates to platform applications
• Install new software releases from vendors and perform system upgrades
• Collaborate with SRE team on monitoring requirements for application services and respond to alerts
• Provide Tier 3 support for application issues escalated from Global Support teams
• Analyze and troubleshoot application delivery issues within the hosting platform environment
• Document operational procedures and maintain application management guides
• Manage backup and recovery processes for critical applications
• Assume ownership for assigned services including lifecycle and monitoring plans
• Explore and implement simple Infrastructure as Code solutions for application deployment
• Collaborate with other teams to implement application requirements and resolve issues
• Provide technical guidance to newer or less experienced team members on application operations
• Handle escalated member-facing issues requiring application expertise when necessary
• Exercise discretion and judgment to ensure all operational service levels are met
• Follow defined processes for incident and change management
• Participate in a rotating on-call schedule
• Travel two to three times per year for meetups and conferences as needed

Cloud Operations Engineer II

• Build, configure, monitor, and maintain application services in AWS cloud environments
• Administer virtual servers, services, and related applications to provide responsive computing environments
• Manage Citrix virtual application and desktop delivery environments, including basic troubleshooting
• Implement and maintain secure SFTP services and file transfer solutions
• Administer cloud-based file shares and storage systems
• Configure and manage MFA and identity management solutions
• Perform routine maintenance, patching, and updates to platform applications
• Install new software releases from vendors and perform system upgrades
• Collaborate with SRE team on monitoring requirements for application services and respond to alerts
• Provide Tier 3 support for application issues escalated from Global Support teams
• Analyze and troubleshoot application delivery issues within the hosting platform environment
• Document operational procedures and maintain application management guides
• Manage backup and recovery processes for critical applications
• Assume ownership for assigned services including lifecycle and monitoring plans
• Explore and implement simple Infrastructure as Code solutions for application deployment
• Collaborate with other teams to implement application requirements and resolve issues
• Provide technical guidance to newer or less experienced team members on application operations
• Handle escalated member-facing issues requiring application expertise when necessary
• Exercise discretion and judgment to ensure all operational service levels are met
• Follow defined processes for incident and change management
• Participate in a rotating on-call schedule

Product Designer

• Assist the UI/UX Design Lead on the creation of innovative workflows and screen patterns
• Collaborate with Product Managers to assess ongoing software functional needs
• Translate functional needs into usable, accessible, and consistent user interfaces
• Work closely with software developers

Junior UI/UX Designer

Customer Support

• Provide customer support to Tessitura Members, partners, and staff
• Triage incoming help tickets, escalated support calls, and live chats
• Utilize various channels to fulfill service requests and resolve issues
• Identify complex issues for escalation
• Facilitate training and participate in member-facing meetings when needed
• Actively contribute to technical knowledge base and documentation
• Perform updates to databases in the hosted environment as needed
• Participate in an on-call rotation during holidays

Support Specialist – Tuesday-Saturday

Product Manager

• Gathers requirements, defines acceptance criteria, and sets goals for product features
• Collaborates within and outside of the Innovation group
• Works with product, engineering and quality assurance teams
• Collaborates with Support team to triage escalated issues
• Attends product development team meetings and ceremonies

Product Manager II

Account Manager

• Develop and execute comprehensive sponsorship strategies for each TLCC conference globally (North America, UK/Europe, & Australia/New Zealand)
• Manage sponsorship pipeline from prospect identification through execution
• Collaborate with Events team on execution of overall sponsor experience
• Achieve budgeted TLCC sponsorship revenue goals across all conferences
• Create compelling sponsorship packages that align with partner goals and TLCC objectives
• Conduct sponsor outreach, presentation, and relationship cultivation activities
• Manage post-event sponsor follow-up and ROI reporting
• Coordinate sponsorship agreement execution
• Serve as primary onsite sponsor liaison during TLCC events
• Serve as primary relationship manager for a portfolio of Strategic Partners & Partners
• Conduct regular account reviews and strategic planning sessions with key partners on a bi-annual basis
• Identify upselling and cross-selling opportunities across the partner portfolio in collaboration with the Solutions team subject matter experts
• Contribute to partner cross-company knowledgebases with key partner information
• Ensure partner satisfaction and address any relationship challenges proactively
• Establish referral process with business development, member success, & solutions teams
• Manage partner revenue share agreements ensure accurate tracking and payment in collaboration with Tessitura’s finance team
• Design and implement sponsor/partners engagement and communication programs that build long-term loyalty
• Lead partner & sponsor benefits fulfillment and enablement efforts in coordination with Events, Marketing, Learning, Member Success, & Solutions teams
• Collect partner & sponsor feedback to continuously improve benefits and offerings
• Develop partner & sponsor recognition and appreciation initiatives
• Maintain accurate pipeline and opportunity tracking for sponsor and partnership
• Provide regular revenue forecasting, reporting, and analysis to VP and Growth leadership
• Collaborate with VP on budgeting and revenue target setting

Engagement Manager, Extended Services

Support Consultant – Parental Leave Cover

Business Development Operations Manager

Cloud Operations Engineer II

Cloud Operations Engineer II

Junior UI/UX Designer

Support Specialist – Tuesday-Saturday

Product Manager II

Sponsorship and Partnerships Manager