• Job Description

  Req#: sg4eDPdRX9
  Position Engagement Manager, Extended Services
  Department Technical and Extended Services/ Member Services
  Reports to Engagement Director
  Type Full-time, work from home, all North America time zones
  Compensation $73,100 – 77,400 (Level S5)
  Open through December 12, 2025
  Job Summary
  The Tessitura Network Technical and Extended Services Area within Member Services serves as a central hub for Technical Consulting requests and oversees the delivery of our Extended Services retainer consulting contracts.
  
  Engagement Managers in Extended Services work across Technical and Extended Services teams for a portfolio of member organizations with a contracted number of consulting hours to be utilized each month. They are responsible for the fulfillment and retention of retainer-based consulting revenue via proactive project and relationship management. Engagement managers leverage their skills in communication, problem-solving and relationship-building to enhance the member experience with Extended Services.
  
  Specific Responsibilities:
  • 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.
  
  Required Skills and Experience:
  • Ability to demonstrate a record of influencing organizational stakeholders.
  • Demonstrated ability to work calmly, effectively, and diplomatically with a large member portfolio, with colleagues, and with other professionals representing a wide diversity of personalities.
  • Excellent listening, negotiating, relationship building, and presentation abilities.
  • Strong verbal and written communication skills and attention to detail.
  • Strong collaborative and independent critical thinking skills.
  • Proven record of handling multiple projects and tasks simultaneously with keen attention to detail and excellence in setting and adhering to timelines.
  • Proficient with CRM software and Microsoft 365/Microsoft Office.
  • Broad understanding of Tessitura products and services.
  • Ability to perform basic front-end configuration tasks within the Tessitura software and/or TN Express Web.
  • General knowledge in two or more of the following areas: Fundraising, Marketing, Education, Membership, Ticketing, Web (TNEW), Finance, or System Administration.
  • 3+ years' experience in the arts and culture industry.
  
  Preferred Skills and Experience
  • Broad experience with Project Management, Account Management, and/or Customer Success principles.
  • Ability to understand and define business requirements and recommend solution to meet those requirements.
  • Ability to grasp new technical concepts quickly and explain it to non-technical audiences.

• About the company

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