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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Patron Services & Database Senior Manager - **Company:** Rice University - **Location:** Houston, TX, United States - **Experience:** Expert - **Salary:** $70,647 - $80,000 - **Contract:** Permanent contract - **Skills:** Databases, Data Cleansing, Data Integrity, PCI Data Security Standards, Tessitura (Software), Data Import/Export - **Published:** November 8, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=b4f4a6070ec8e76d ## About the Role * Bachelor's degree + In lieu of the education requirement, additional related experience above and beyond what is required may be substituted on an equivalent year-for-year basis * 3+ years of experience using the Tessitura database in a ticketing management, box office, and patron services role. + Required Tessitura knowledge includes: constituent record management, data hygiene, system tables, security, facility builds, price zones, production elements and performances, pricing, modes of sale, offer setup, TNEW, and advanced ticket-order processing. Skills: * Strong knowledge of Tessitura, primarily in ticketing and database management * Excellent written, verbal, and interpersonal communication skills * Demonstrated ability to make sound decisions that reinforce and strengthen patron relationships, often requiring a combination of sound business judgment and creative problem-solving * Proven ability to manage multiple projects simultaneously while meeting deadlines * Strong attention to detail and the ability to review one's own work for accuracy * Excellent planning, organizational, and analytical skills * Demonstrated ability to manage financial, organizational, and staff resources Preferences: * At least five years of experience in ticket sales and customer service * A passion for the performing arts ## Description The Shepherd School of Music hosts more than 400 performances each academic year and implemented its first ticketing software, Tessitura v16, in August 2023. The school's 2026-2027 season includes approximately 25 ticketed performances, including reserved-seating and general-admission events. Pricing models range from free admission to standard single-ticket sales. Subscription packages and fundraising efforts are not currently managed through Tessitura. The ideal candidate has exceptional ticketing setup and database-management expertise, particularly within a Tessitura environment. This individual should be a self-starter who enjoys both engaging with concertgoers and managing the daily operations of a small-scale box office. A positive, patient, friendly, organized, and detail-oriented professional will excel in this position. Special Instructions to Applicants: All interested applicants should attach a cover letter and a resume, preferably in PDF format to avoid any formatting issues. * Please include detailed information about your experience with Tessitura and box office operations in your resume. Workplace Requirements This position is exclusively on-site, requiring all duties to be performed in person at the Shepherd School of Music. Per Rice policy 440 , work arrangements may be subject to change. This position requires evening and weekend hours, especially during the academic year, to manage box office operations during ticketed performances and events. * Ability to sit or stand at a workstation for up to four hours at a time, Patron Services & Box Office Management * Oversees all patron services and box office activities in coordination with the Senior Director of Marketing and Communications, with the goal of building long-term, sustainable patron relationships and revenue * Develops and implements ticketing policies, procedures, and programs that encourage patron retention and loyalty at the Shepherd School * Manages on-site box office operations for all Shepherd School performances * Provides exceptional customer service for ticket buyers by professionally managing ticket ordering, processing, fulfillment, phone inquiries, email inquiries, and voicemail systems * Recommends solutions and resolves patron issues while maintaining high levels of customer satisfaction in a prompt and courteous manner * Works closely with Shepherd School leadership to manage donor and VIP ticket requests and departmental seat holds * Serves as a collaborative partner in reviewing patron communications related to Shepherd School performances * Prepares and reviews ticket-sales reports, ensuring accuracy and efficiency Tessitura Database Management * Independently manages all aspects of Tessitura administration, including season, event, pricing, and offer setup * Serves as a resource to all Tessitura users by onboarding and training Shepherd School staff * Creates and maintains processes and procedures that ensure data integrity * Facilitates a bimonthly custom data import/export process between Tessitura and OwlConnect/Blackbaud, Rice University's fundraising software * Oversees compliance with applicable policies and regulations, including ADA-compliant ticketing practices and PCI compliance requirements * Remains current on all Tessitura updates and enhancements, identifying opportunities to improve patron engagement and administrative efficiency * Performs system and database upgrades and manages related Tessitura equipment, including ticket scanners, BOCA ticket printers, and EMV credit card devices Additional Functions * Provides Tessitura expertise to support users in developing and executing lists, segmentations, output sets, and analytical dashboards * Monitors sales activity and makes recommendations to the Senior Director of Marketing and Communications regarding revenue opportunities and inventory-management practices * Manages complimentary-ticket processes for Shepherd School faculty, staff, and students, including communications and activity tracking * Partners with the Marketing and Communications team to streamline and test the TNEW ticket-purchase process * Assists the Marketing and Communications team in promoting Shepherd School performances and activities * Performs other duties as assigned.