Product Adoption Specialist

Job description

Position:             Product Adoption Specialist

Department:      Support / Member Services

Reports to:          Product Adoption Manager

Location:             Work-from-home / Full-time

Compensation: $73,000 - $78,000

Open through:   May 27, 2025

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 800 cultural institutions in ten countries. Our staff provide ²⁴⁄₇ support and offer guidance to grow revenue and build lifelong engagement.

Job Summary:

The purpose of this position is to provide member-facing project management and training for new feature adoption. Some examples include major version upgrades. They will also work very closely with internal stakeholders across departments to ensure that rollout and adoption timelines are met and attainable.

Specific Responsibilities:

• Provide excellent customer service, through written and verbal communications to both Tessitura members and Tessitura staff.
• Provide project management on new feature adoption, so that members are kept on track with upgrades/project goals.
• Provide training to Tessitura Members on new features as needed.
• Work with Learning Resources documentation teams to develop upgrade guides as well as product and process documentation related to new features/releases.
• Serve as a Tessitura Network Software & Products expert and lead diagnosis and troubleshooting efforts related to new feature adoption.
• Collaborate with Support, Development and Hosting to address any issues that arise during the onboarding process of the feature/release/project.
• Collaborate with our internal Professional Services team for customization, extension, or integration upgrades that are needed as part of the upgrade process.
• Collaborate with our internal Extended Services team for customizations, extension or integration upgrades that are needed as part of the upgrade process.
• Collaborate with the Innovation team to test new releases for all Tessitura Network Software and Products (Alpha and Beta testing).
• Create and update KB articles to ensure that we have the most up to date information available to our internal teams.
• Assume assignments for the annual user conference related to the planning, preparation and presentation of sessions as needed.
• Other duties as assigned.

Required Skills and Experience:

• Minimum of 4 years’ experience working with Tessitura Software and Products.
• Demonstration of strong customer service skills, initiative, and ability to assume additional responsibilities.
• Strong troubleshooting and problem-solving skills, even when troubleshooting a topic outside of personal expertise.
• Knowledgeable in the Tessitura Environment and supporting technologies, including: SQL Server, Tessitura APIs, TN Express Web and Credit Card Processing.
• Self-motivated, ability to work efficiently in a virtual environment, including learning new topics and functionality.
• Excellent communicator, written and verbal.
• An ability to explain complex concepts and situations to people with varying ranges of technical understanding.
• Ability to multi-task successfully. You will have internal department responsibilities that will need to be managed alongside customer-driven deadlines that will require dynamic real-time prioritization based on multiple factors.
• Demonstrate a consistent sense of urgency and follow up on open issues to ensure resolution.
• Must be extremely detailed, organized and results oriented.
• Has legal authorization to work in the U.S.

How to apply

Please apply by using the online form. If you have any questions or need assistance, please contact us at [email protected]

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.

Benefits and Compensation

The compensation reflects a U.S. salary range based on current market data. The candidate’s skills, experience, and other relevant factors will determine the final compensation.

Tessitura Network offers a comprehensive and robust benefits package designed to support our employees’ well-being. Our offerings include various medical, dental, and vision plans, as well as life and AD&D insurance, disability insurance, employee assistance programs, and a 401(k) retirement plan with employer match. We prioritize work-life balance by providing generous paid time off, including vacation and sick leave, 12 weeks of paid parental leave, a 7-week sabbatical after seven years of service, and a recharge week between Christmas and New Year’s. These benefits are available to our fully remote team, with adjustments made as required by local laws.

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, but 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.