Position Overview
University of Minnesota Tickets and Events (UMTE) at Northrop provides ticketing services to a customer portfolio that includes departments from all five University of Minnesota (UMN) campuses, and some community organizations using University venues for their events, representing a wide range of needs, products, and event types. The Business Development Manager (BDM) thrives in a dynamic, fast-paced environment, and enjoys representing Northrop and creating mutually beneficial relationships with customers and partners that continually focus on driving value through scalable software solutions that meet and exceed their needs. Northrop’s BDM is a driven individual with a passion for promoting, maintaining, and growing use of Northrop’s enterprise ticketing platform and related services across the UMN system. A strategic thinker, planner, and problem-solver, the BDM is responsible for helping Northrop and its customers obtain better brand recognition and financial growth, and their patrons to have a positive user experience. The BDM researches and stays up-to-date on the latest economic issues and trends in ticketing, arts and culture, university economics, and other industries represented by Northrop’s customers.

The BDM manages the work of the Business Development team of three full time staff members who configure events, memberships, donations, registrations, and more in the AudienceView platform for its portfolio of internal customers across the UMN system, in alignment with Northrop’s strategic plan and priorities. They also work closely with Northrop’s box office team to provide exceptional customer service to patrons; the accounting/finance team to ensure timely, accurate financial transactions to clients; and the marketing and communications teams on brand alignment and promotional strategies and plans. The Business Development Manager reports to and works in partnership with the Director of Business Development & Customer Support who oversees ticketing, marketing, and communications. This is a full-time, 40 hour per week, professional and administrative (P&A) hybrid (remote and and on-site work) role, primarily working weekdays, and occasionally weekend and/or evening hours as needed based on the schedule of events requiring ticketing platform support.

Responsibilities/Duties of Position

40% Business Development 

• Maintain and grow excellent relationships with existing customers and vendors.
• Meet periodically with key customers to explore specific or changing needs. 
• Be the first point of contact for customers of all requested services and assign projects to the team based on expertise, availability, and relationships to ensure balanced team workload and customer satisfaction.
• Develop quotes and proposals for prospective customers/projects. 
• Negotiate and finalize service level agreements with all customers and internal stakeholders applying contract terms and fee structures consistently across clients; save in organized, transparent file structure; and integrate agreement details with business operations.
• Identify Northrop’s value proposition for current and prospective customers. 
• Collaborate with marketing, communications, box office and other teams to develop and maintain a list of prospects and growth plan. 
• Seek, research, explore, and implement opportunities for new and existing AudienceView customers across the UMN system. 
• Determine the level of patron service support needed as ticketing platform users are on boarded or new projects are added, document in Service Level Agreements, and collaborate with the box office to staff and provide services as arranged. 
• Develop and manage appropriate training for units/departmental customers who will be using Northrop’s ticketing platform for their business operations.
• Create, implement, and monitor strategic business development plan and KPIs that are reflective of business position and competition. 
• Establish, plan for, and meet revenue goals. 
• Maintain a high level of product and market knowledge, including 3rd party vendor and integration options and be able to advise others on them. 
• Advocate for customers’ platform needs and product enhancements to vendors.
• Respond to and resolve customer concerns using integrative solutions across technology, processes, resources, and team members.
• Regularly participate in educational opportunities by attending conferences and professional development or product training, reading professional publications, and participating in professional organizations.

20% Leadership of Business Development Team

• Empower and support the team to do their best work.
• Foster a culture of engagement and growth through continuous learning, sharing ideas, adopting process improvements, and industry trends and best practices.
• Backup event configuration team when needed. 
• Ensure backups and documentation exist across the team. 
• Establish best practices to drive process improvements. 
• Provide necessary training for the team to maintain deep knowledge of AudienceView, technology partners, and potential integrations, and stay current on product enhancements. Ensure team participation in webinars, conferences, events, and regular professional development as needed.

30% Financial Oversight, Analysis, and Reporting

• Collaborate with Northrop and UMN accounting/finance teams to ensure transparent, consistent, and timely financial transactions and reporting.
  
• Prior to each annual budget cycle, review, update, and communicate pricing structure for services in alignment with market trends and UMN policies, ensuring that expenses are being covered and fees assessed to customers and patrons are fair.
• Plan, oversee, and report on annual budget for the business development area.
  Conduct regular cadence of reporting and quarterly business reviews.
• Analyze and recommend long-term solutions to resolve gaps between customer needs, and product and internal operational capabilities.
• Create presentations for senior leadership to facilitate strategic discussions.
• Ensure agreements with clients are fiscally responsible.

10% Administrative/Miscellaneous 

• Build and track projects on Team Gantt or similar project management system. 
• Provide exemplary customer service internally and externally, focused on creating positive and memorable experiences for all. 
• Advise leadership on key technology and product roadmap considerations.
• Conduct regular market research and stay apprised of local and global market trends, opportunities, and shifts in the competitive landscape.
• Partner with multiple departments to understand, contribute, advise, co-create, and ensure their initiatives are supported and executed.
• Participate on Northrop task forces and committees as needed, providing meaningful and collaborative input focussed on results in support of the strategic plan and other initiatives. 
• Work as a team player promoting a positive and professional work environment, conducting the role with integrity and respect and in alignment with Northrop’s values.
• Act as an ambassador throughout the community, positively representing all aspects of Northrop and the University of Minnesota.
• Abide by the policies and procedures of Northrop and UMN.
• Maintain timely and effective communications with all customers, UMN stakeholders, and Northrop team members and departments.
• Participate in relevant professional organizations.
• Various administrative tasks. Other duties as assigned.

Minimum requirements

• BA/BS degree in a related field and at least six years of related experience in sales and business development with a demonstrated ability to build and implement a successful business development growth strategy. 
• Experience managing a point of sale system.
• Experience with ticketing, registration, and membership with performing arts, academic, museum, or athletic event environments.
• Familiarity with PCI DSS compliance, and data security and privacy.
• Supervisory/leadership experience. Knowledge of and experience employing effective strategies that motivate, inspire, and guide team members to do their best work and achieve optimum results in a supervisory role. 
• Commitment to and experience fostering a positive and supportive team culture. 
• Successful experience leading through change and conflict resolution.
• Exceptional written and verbal communication and presentation skills, with ability to listen with empathy, express technical and non-technical concepts clearly and concisely with diplomacy and tact, and distill complex into simple.
• Experience in sales, marketing, ticketing, and customer service, relevant to the position, with a proven track record in planning and meeting goals.  
• An entrepreneurial, analytical, and growth mindset with proven experience developing and executing successful business development strategy and initiatives.
• Strong history of building and developing collaborative professional relationships with colleagues, vendors, and clients.
• Well-organized with a passion for efficiency, and advanced project management skills; able to set priorities. 
• Strong knowledge of ticketing and performing arts industry and vendors with innate interest in ongoing research and strategic analysis of the market.
• High competency with Microsoft Office and Google programs, project management systems, CRMs, data analysis and reporting. 
• Demonstrated commitment to equity, diversity, inclusion, accessibility, and justice.
• Comfortable working in a fast-paced, goal-oriented, multifaceted organization.
• Curious, creative, driven, broad thinker who is eager to learn and explore and is oriented toward solving problems.
• Demonstrated work ethic with ability to plan, manage, and prioritize multiple projects simultaneously with varied timelines, duties, and responsibilities. 
• History of both generating new ideas and seeing projects through to completion. 
• Upbeat and positive personality. 
• Excellent, intuitive customer service skills and philosophy focused on solutions. 
• Able to learn new areas quickly, take ownership of issues/projects, and develop recommendations.

The ideal candidate will have

• Advanced experience with AudienceView or similar ticketing/registration or CRM system. 
• Strong relevant relationships in the ticketing industry and higher education.
• Interest in/knowledge of performing arts, museums, academic/learning environments, and technology.. 
• Experience with any project management platform.
• Experience working at a higher education institution.

About Northrop, University of Minnesota

The Organization Northrop shapes Minnesota’s rich cultural environment through arts presentations that celebrate excellence and innovation, community engagement, and creative exchange. Considered a Minneapolis architectural treasure, Northrop is an enduring symbol of the University of Minnesota, and the focal point of the Twin Cities campus and community. Since opening in 1929, Northrop has served as the University's primary gathering place for the performing arts, concerts, lectures, academic ceremonies, and major civic events. Our performances and engagement activities reach far beyond the student body and University community to citizens all across Minnesota and beyond. Programming has focused on bringing world-class artists and thinkers to Northrop, where the arts are incorporated into the student experience and shared with regional audiences. At the heart of our programming is the Northrop Season, presenting a series of extraordinary dance from all over the world since 1970 and a music series centered around our historic pipe organ. Northrop has commissioned new works, and presented scores of premieres, ranging from state and regional to US and world premieres. The ...revitalized Northrop has been in operation since the grand reopening in April, 2014. The theater revitalization included re-configuring the existing 4800-seat outmoded auditorium into a new theater of 2692 seats featuring state-of-the-art acoustics, excellent sightlines, cutting-edge technologies, and updated amenities. In addition, the building now boasts the 168-seat Best Buy Theater, expanded lobby areas, The Bistro, and newly incorporated space for three signature academic programs: The Institute for Advanced Study, the University Honors Program, and the College of Design. Several lobby lounges provide spaces for student study and team learning activities. Northrop is also the business owner and service provider of ticketing, membership, and donation services to the five U of M system campuses and the U of M Twin Cities Campus Events Calendar, listing thousands of campus events showcasing the U of M as a hub of activity in service to the campus and community. Mission Statement Rooted in the belief that the arts are essential to the human experience, we are committed to cultivating intersections between performing arts and education for the benefit of all participants now and for generations to come. Vision Statement Directly aligned with the teaching, research and service mission of the University, Northrop is a catalyst that uses the boundless power of arts and education to ignite transformation in each individual, inspiring positive change in our world. Organizational Values INSPIRATION: We embrace a culture that ignites discovery, bold creativity and transformation. EXCELLENCE: We deliver programs of the highest quality that advance arts, education and cultural enrichment. CONNECTIVITY: We foster and illuminate connections that bring meaning and value to our lives. INCLUSIVITY: We invite, welcome and respect everyone, honoring and celebrating the richness inherent in our differences. COLLABORATION: We cultivate relationships that create unique opportunities for exponential impact. Staff Values INTEGRITY: We each act according to the highest ethical and professional standards of conduct and serve as positive advocates for Northrop. RESPECT: We uphold a workplace culture that is collaborative, encouraging and fulfilling. EMPOWERMENT: We value and trust the skills of our colleagues and empower each individual to do their job, while upholding the mission and furthering the goals of the organization. ACCOUNTABILITY: We are an outcome based, impact driven, data informed organization. Goals are transparent and each individual has ownership in successes and challenges. BALANCE: We recognize the ebb and flow of our workloads and are committed to helping one another find and maintain sustainable work / life balance.

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