Product Adoption Specialist

Headquarters: Position: Product Adoption SpecialistDepartment: Support / Member ServicesReports to: Product Adoption ManagerLocation: Work-from-home / Full-timeCompensation: $73,000 - $78,000Open 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