The 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, located on Capitol Hill in Washington, DC, seeks a CRM Administrator to support and advance the organization’s use of the Tessitura CRM as part of our IT team. This role focuses on system configuration, data governance, integrations, reporting, testing, and documentation. The CRM Administrator partners 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-level role that focuses on system logic, configuration standards, and data quality. Operational tasks such as event builds, season setups, pricing configuration, and ticketing workflows remain owned by the relevant team with the Administrator providing support and user training. The individual will be working with departments across the entire institution on sales, record management, donations, financial transactions, and data tracking.
The position requires strong technical skills (specifically SQL),analytical discipline, and the ability to communicate clearly with both technical and non-technical users. Tessitura experience is strongly desired but not required- candidates with CRM administration experience in other systems (such as Salesforce, HubSpot, Blackbaud, PatronManager, or similar platforms) are encouraged to apply and will receive training 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 occasional evenings and weekend hours as needed for projects or maintenance. This position is a hybrid role; a formal schedule will be agreed upon between the manager and employee. 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 longer requires masks 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.
This is a salary position, with a pay range of $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 at https://www.folger.edu/employee-benefits.
Configures and maintains Tessitura CRM components supporting ticketing, fundraising, membership, reporting, and online engagement.
Manages user roles, permissions, and security groups using least-privilege principles.
Evaluates proposed configuration changes and upgrades; documents expected impacts, risks, and required decisions.
Builds and executes testing plans for configuration changes, integrations, and data workflows.
Maintains system architecture documentation, configuration decisions, and workflow diagrams.
Ensures all system changes follow defined SOPs and change-management practices.
Defines and maintains data standards, including required fields, deduplication rules, address formats, segmentation practices, and data-entry policies.
Leads recurring data quality reviews and cleanup cycles with operational teams.
Performs and documents record merges following approved rules.
Maintains auditable logs documenting configuration changes and expected outcomes.
Maintains and troubleshoots integrations between CRM systems and external platforms for marketing, online transactions, reporting, and visitor-facing processes.
Manages recurring imports, exports, batch jobs, and API-driven workflows.
Documents integration points, data flows, dependencies, and assumptions.
Identifies opportunities for automation or workflow simplification and proposes actionable improvements.
Writes and optimizes SQL queries for reporting, audits, data corrections, and exploratory analysis.
Builds and maintains standardized reports and dashboards for operational, financial, and strategic decision-making.
Defines and maintains data tagging and coding schemes that support segmentation, attribution, and longitudinal analysis.
Replaces manual/ad-hoc reporting with repeatable, version-controlled outputs.
Supports reconciliation of CRM data with other internal systems and datasets.
Conducts structured discovery to understand underlying business needs, data requirements, and process constraints.
Translates needs into clear, testable technical specifications ( logic, fields, workflows, and reporting outputs).
Presents configuration options and trade-offs and confirms decisions with stakeholders.
Implements approved CRM configurations, integrations, reporting updates, and workflow adjustments.
Executes testing plans, documents results, and tracks follow-up actions.
Communicates status, risks, and decisions in clear, written form.
Documents final outcomes, configuration decisions, and updates SOPs or runbooks accordingly.
Develops accessible training materials and change briefings for new features, processes, or data standards.
Delivers targeted training sessions for task-specific workflows, data-entry expectations, or new functionality.
Maintains a CRM Administration Runbook (SOPs, configuration procedures, change-management protocols, data-governance rules).
Serves as the primary technical contact for CRM and Tessitura-related issues.
Troubleshoots system issues: reproduce problems, identify root causes, document resolutions, and track recurring patterns.
Serves as the primary liaison with the Tessitura Network for any issue escalation, clarification, and resolution.
Proactively identifies opportunities to improve usability, data quality, staff efficiency, or system reliability.
3–5 years of experience administering or performing advanced power-user/system configuration work in a CRM (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.
Proficiency in SQL.
Experience reconciling or validating data across systems.
Demonstrated ability to create clear documentation (SOPs, runbooks, technical notes, training guides).
Direct experience with Tessitura as an administrator or advanced power user.
Experience managing integrations, batch workflows, or API-based processes.
Experience with data-governance or access-control practices.
Familiarity with version-control workflows or structured change-management practices.
Strong understanding of CRM data structures and configuration patterns.
Ability to develop and test configuration changes, integrations, and workflow logic 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 to clearly explain technical decisions and restate business needs.
Ability to translate technical concepts into accessible language for non-technical users.
Strong analytical reasoning and structured problem-solving skills.
This job operates in 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-hours work related to infrastructure maintenance or emergency troubleshooting.
Generally, normal office 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 20 lbs and 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.
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The Folger Shakespeare Library provides free digital access to the complete works of William Shakespeare, including plays and poems. The platform serves students, scholars, and Shakespeare enthusiasts by offering searchable texts with resources on plot, characters, and language analysis.
Visit website$70,000 – $74,000
Base Only
