Job Description

T he Folger Shakespeare Library knows that an exceptional staff is the backbone of any great organization. We hire exceptionally qualified individuals who are committed to the mission, vision, and values of our organization. Our recruitment process strives to be interactive, accessible, and responsive. Once employed, the Folger provides a generous compensation, leave, and benefits package, as well as many opportunities for personal and professional growth.

The Folger Shakespeare Library,locatedon Capitol Hill in Washington, DC,seeks aCRMAdministratorto support and advance the organization’s use of the Tessitura CRMas part of our IT teamThisrole focuses on system configuration, data governance, integrations, reporting, testing, and documentation.The CRM Administratorpartners with teams across the institution to understand business needs, translate them into clear technical specifications, and implement structured, well-documented changes that improve data reliability and operational consistency.

This is a platform-levelrole thatfocuses onsystem logic, configuration standards, and data quality Operationaltaskssuch as event builds, season setups, pricing configuration, and ticketing workflowsremainowned by therelevant teamwith the Administrator providing support and user trainingThe individual will be working with departments across the entireinstitution on sales, record management, donations, financial transactions, and data tracking

The position requires strong technical skills(specifically SQL),analyticaldiscipline, and the ability to communicate clearly with both technical and non-technical users.Tessitura experienceis stronglydesiredbut notrequired-candidates withCRM administration experience in other systems (such as Salesforce, HubSpot, Blackbaud,PatronManager,or similar platforms) are encouraged to apply and willreceivetraining in Tessitura as needed.

The standard schedule for this role is Monday–Friday, 8:45am–4:45 pm, which is a 35-hour work week, with occasionalevenings and weekendhoursas needed for projects or maintenanceThis position is a hybrid role; a formal schedule will be agreed upon between the manager andemployee The selected candidate will need to be within a commutable distance to the D.C. office (DC, MD, VA) by their start date.

Health & Safety: The health and well-being of all staff, contractors, and visitors is our top priority. While the Folger no longerrequiresmasks or vaccinations (except for AEA spaces), we support and encourage individuals to take the safety precautions they are most comfortable with, and we ask that individual choices are respected. The Folger offers organization-funded healthcare plans for full-time staff and extensive leave options to all staff in the case of any health issues that arise.

Compensation:

• This is asalary position, with a payrangeof $70,000-74,000

• Total compensation includes an extensive benefits plan, including fully covered health, dental, and vision insurance for the individual and a generous 403b contribution and match, outlined athttps://www.folger.edu/employee-benefits

Duties:

System Administration & Configuration

• ConfiguresandmaintainsTessituraCRMcomponents supporting ticketing, fundraising, membership, reporting, and online engagement.

• Managesuser roles, permissions, and security groups using least-privilege principles.

• Evaluatesproposed configuration changes and upgrades;documentsexpected impacts, risks, and required decisions.

• Buildsand executestesting plans for configuration changes, integrations, and data workflows.

• Maintainssystem architecture documentation, configuration decisions, and workflow diagrams.

• Ensuresall system changes follow defined SOPs and change-management practices.

Data Governance and Quality

• Definesandmaintainsdata standards, including required fields, deduplication rules, address formats, segmentation practices, and data-entry policies.

• Leadsrecurring data quality reviews and cleanup cycles with operational teams.

• Performsand documentsrecord merges following approved rules.

• Maintainsauditable logsdocumenting configuration changes and expected outcomes

Integrations and Data Workflows

• Maintainsand troubleshootsintegrations betweenCRM systemsand externalplatformsfor marketing, online transactions, reporting, and visitor-facing processes.

• Managesrecurring imports, exports, batch jobs, and API-driven workflows.

• Documentsintegration points, data flows, dependencies, and assumptions.

• Identifiesopportunities for automation or workflow simplification and proposesactionable improvements.

Reporting and Analytics

• WritesandoptimizesSQL queries for reporting, audits, data corrections, and exploratory analysis.

• Buildsandmaintainsstandardized reports and dashboards for operational, financial, and strategic decision-making.

• Definesandmaintainsdata tagging and coding schemes that support segmentation, attribution, and longitudinal analysis.

• Replacesmanual/ad-hoc reporting with repeatable, version-controlled outputs.

• Supportsreconciliation ofCRMdata with other internal systems and datasets.

Technical Planning and Implementation

• Conductsstructured discovery to understand underlying business needs, data requirements, and process constraints.

• Translatesneeds into clear, testable technical specifications(logic, fields, workflows, and reporting outputs)

• Presentsconfigurationoptions and trade-offsand confirms decisions withstakeholders

• ImplementsapprovedCRMconfigurations,integrations, reporting updates,andworkflow adjustments.

• Executestestingplans,documentsresults,and tracksfollow-up actions.

• Communicatesstatus, risks, anddecisions in clear,written form.

• Documentsfinal outcomes, configuration decisions, andupdatesSOPs or runbooks accordingly

Training Documentation, Issue Resolution,and TechnicalSupport

• Developsaccessible training materials and change briefings for new features, processes, or data standards.

• Deliverstargeted training sessions fortask-specific workflows, data-entry expectations, or new functionality.

• Maintainsa CRM Administration Runbook(SOPs, configuration procedures, change-management protocols, data-governance rules)

• Servesas the primary technical contact forCRM andTessitura-related issues.

• Troubleshootssystem issues: reproduce problems,identifyroot causes, document resolutions, and track recurring patterns.

• Servesas the primary liaison with the Tessitura Network foranyissueescalation, clarification, and resolution.

• Proactivelyidentifiesopportunities to improve usability, data quality, staff efficiency, or system reliability.

Education and Experience:

Required

• 3–5 years of experience administeringor performing advanced power-user/system configuration work in aCRM (such as Tessitura, Salesforce,HubSpot,Blackbaud,PatronManager, or similar) with experience in system configuration, data workflows, and reporting.

• Experience supporting ticketing, fundraising, membership, or CRM operations in cultural, nonprofit, or performing-arts environments.

• Proficiencyin SQL

• Experience reconciling orvalidatingdata across systems.

• Demonstrated ability tocreateclear documentation (SOPs, runbooks, technical notes, training guides).

Preferred

• Direct experience with Tessitura as an administrator or advanced power user.

• Experience managing integrations, batch workflows, or API-based processes.

• Experiencewithdata-governance or access-control practices.

• Familiarity with version-control workflows or structured change-management practices.

Skills and Knowledge:

• Strong understanding ofCRMdata structures and configuration patterns.

• Ability to develop and test configuration changes, integrations, and workflowlogic methodically

• Knowledge of data integrity practices, deduplication logic, and data-tagging schemes for analytics.

• Ability to evaluate proposed system changes and articulate impacts clearly.

• Ability toclearly explain technical decisions and restate business needs

• Ability totranslate technical concepts into accessible language for non-technical users.

• Strong analytical reasoning and structured problem-solving skills.

Working Conditions and Physical Requirements:

This joboperatesin a professional office environment. The employee may be exposed to various components of an office environment, such as fluorescent lighting, pollen, dust, recycled air, cooling fans, semi-enclosed areas, central heating, seasonal warmer temperatures, and office noise. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Normal work week is Monday-Friday, 8:45am-4:45pm. Available for occasional after-hourswork related to infrastructure maintenance or emergency troubleshooting.

• Generally, normaloffice working conditions. The noise level in the work environment is usually quiet.

• Requires physical agility, with the ability to squat, twist, and bend as needed. Ability to lift and carry weights up to 20lbsand pull carts loaded with up to 40lbs of equipment. 

• Ability to work at a computer for an extended period, with accuracy.

• Willingness and capacity to work in an office environment at a workstation, and to come and go repeatedly throughout the day as is necessary, to perform various responsibilities.

• Capacity to communicate, in person, or using video, phone, or electronic communication methods, in a manner which can be understood by others.

Interested individuals should submit their cover letter and resume. Incomplete applications cannot be accepted. No phone calls please.

The Folger is an Equal Opportunity Employer.

To learn more about our benefits, please click here