CRM Administrator

Assured-Data-Protection; Herndon (VA); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401K with match

Flex holidays

Remote work flexibility

Job summary

Assured Data Protection is seeking a CRM Administrator to own and optimize the shared platform stack across HubSpot, Salesforce, Zendesk, and ChurnZero. You will configure platforms, manage integrations, and maintain data integrity while collaborating with Sales, Marketing, Customer Success, and Support teams.

The role requires hands-on CRM administration experience, strong ITIL-aligned change management skills, and the ability to quickly learn new SaaS tools.

Qualifications

• Proven hands-on CRM administration experience with HubSpot and familiarity with another major SaaS platform in a business-critical environment.
• Understanding of CRM/CX data structures and inter-system connections.
• Experience integrating SaaS platforms using native connectors or middleware/iPaaS.
• Experience managing platform change through formal processes (ITIL or similar).
• Strong troubleshooting and problem-solving across multiple systems.
• Excellent communication and stakeholder management with cross-functional teams.

Responsibilities

• Platform Ownership & Optimisation: configure HubSpot and Salesforce; support Zendesk and ChurnZero; implement automation and hygiene.
• Governance & Change Management: manage ITIL-aligned change requests; maintain docs and change logs.
• Integration & Ecosystem Alignment: own integrations across Zendesk, HubSpot, Salesforce, ChurnZero; ensure data flow and health.
• Day-to-Day & Stakeholder Support: be the go-to contact for platform issues; gather requirements and prioritize enhancements; provide health reports.

Skills

HubSpot CRM

CRM data model

SaaS integrations

ITIL processes

Troubleshooting

Stakeholder management

Cross-platform knowledge

Tools

HubSpot

Zendesk

Salesforce

ChurnZero

Job description

Position

Position: CRM Administrator

Department

Department: Shared Platforms

Job Type

Job Type: Full-time

Location

Location: This is NOT a remote position.Herndon, VA (3 days per week in-office required).

Role Purpose

This is NOT a remote position. DC-metro area hybrid.

The Shared Platforms function sits within Shared Services at Assured Data Protection, managing the systems behind our commercial, customer success, and support operations.

The CRM Administrator is a hands-on generalist who owns and supports the full shared platform ecosystem - currently spanning, primarily HubSpot, but includes Zendesk, Salesforce, and ChurnZero, with the estate expected to grow to include tools such as Confluence and Jira as the department scales.

This role provides expertise in HubSpot whilst providing broad, practical coverage across the CRM and customer-platform stack: configuring and maintaining each platform, keeping integrations and data flowing reliably between them, and acting as a flexible technical resource the Global Shared Platforms Manager can direct based on business priorities.

This role suits someone who enjoys variety, picks up new SaaS platforms quickly, and takes pride in being the person who understands how the whole ecosystem fits together.

Key Responsibilities

Platform Ownership & Optimisation

• Administer and configure the shared platform stack - including, HubSpot and Salesforce, whilst supporting Zendesk and ChurnZero platforms - covering workflows, automation and platform hygiene.
• Maintain working knowledge across all platforms in the estate, with the flexibility to go deep on whichever system currently needs the most attention.
• Identify and implement opportunities for automation and process improvement across platforms (e.g. workflow consolidation, data enrichment, self-service).
• Support onboarding new platforms as the Shared Platforms estate grows (e.g. Confluence, Jira), including initial configuration and documentation.

Governance & Change Management

• Manage change requests across all owned platforms through ITIL-aligned processes - impact/risk assessment, testing, documentation, rollback planning.
• Maintain configuration documentation and change logs for each platform to support audit and knowledge-continuity.
• Liaise with InfoSec and MIS on security configuration, data handling, and compliance requirements across the platform estate.

Integration & Ecosystem Alignment

• Own and maintain integrations between Zendesk, HubSpot, Salesforce, ChurnZero, and other connected middleware/tools, ensuring reliable and accurate data flow across the ecosystem (e.g. contact/account sync, ticket-to-deal linkage, customer health signals).
• Troubleshoot cross-platform data and integration issues, working across systems rather than a single platform silo.
• Flag upstream/downstream impacts before making changes that could affect connected systems, and coordinate changes that span multiple platforms.

Day-to-Day & Stakeholder Support

• Act as a day-to-day point of contact for platform issues raised by the business, and Supporting teams, across whichever system is affected.
• Partner with stakeholders across the business to gather requirements and prioritize enhancement requests, escalating to the Shared Platforms Manager where cross-platform trade-offs are needed.
• Provide usage/performance reporting and platform health updates across the estate.
• Work flexibly across platforms as team priorities shift, providing cover and cross-support as the Shared Platforms team is small and coverage needs to flex with demand.

Required Skills & Qualifications

Must-Have

• Proven hands-on CRM administration experience preferably with HubSpot and working knowledge of at least one other major SaaS business platform (e.g. Zendesk or Salesforce) in a business-critical environment.
• Practical understanding of CRM/CX data structures (contacts, accounts, deals/opportunities, cases/tickets) and how they connect across systems.
• Experience integrating SaaS platforms with one another, either natively or via middleware/iPaaS tools.
• Experience managing platform change through a formal process (ITIL or similar).
• Strong troubleshooting and problem-solving skills, comfortable working across multiple systems rather than a single specialism.
• Excellent communication and stakeholder management skills, with the ability to work across Sales, Marketing, Customer Success, and Support functions.
• A fast learner who is comfortable picking up new platforms and tools as the department's estate grows.

Nice-to-Have (Cross-Platform Experience & Integrations)

• Certification in any CRM, preferably HubSpot.
• Working knowledge of / certification in Zendesk (Suite/Support, Guide, Explore).
• Working knowledge of / certification in Salesforce administration.
• Familiarity with ChurnZero for customer health and success workflows.
• Familiarity with Confluence and/or Jira administration, ahead of these being added to the platform estate.
• Experience with SweetHawk, Zoom, Slack, Gong, or Zapier integrations within a CRM or support platform context.
• General comfort working with marketplace plugins/apps and APIs to extend platform functionality.
• Experience in a managed services, MSP, or data protection/technology company.
• Relevant certifications: PRINCE2, Agile/Scrum, or ITIL Foundation.

What We Offer:

• Opportunity to work with a global, diverse technical team.
• Competitive salary and performance-based incentives.
• Comprehensive benefits package, including health, dental, and vision insurance.
• 401K program with company matching.
• A dynamic, inclusive, and collaborative work environment.
• 3 day in-office presence with remote work flexibility.

At Assured Data Protection we value diversity and inclusivity. We offer perks such as flex holidays, robust 401k plan, and flexible working practices to allow our employees to show up as their whole selves. We are an equal-opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you have a disability or special need that requires accommodation, please do not hesitate to let us know.