Business Systems Administrator, Client Operations

About the role

The Systems Administrator is a critical, hands-on technical role responsible for the administration, configuration, optimization, and governance of the SaaS platforms that power CINC's Client Operations organization.

Responsibilities

• Own day-to-day administration of CINC's Client Operations technology stack, including but not limited to: ChurnZero (CSP), Intercom & Fin AI(Support), Kantata (PSA), Pendo, SupportLogic, and other integrated tools
• Manage user provisioning, roles, permission structures, and license governance across all platforms
• Maintain and improve system configurations, field mappings, workflows, automations, and object schemas to reflect evolving business processes
• Serve as the first point of escalation for system issues, configuration bugs, and platform outages, coordinating with vendors as needed
• Monitor system health, uptime, data integrity, and performance; proactively flag and remediate issues before they impact operations
• Integration & Data Management
• Own and maintain integrations between platforms — ensuring clean, reliable data flows across Salesforce, ChurnZero, Intercom, Kantata, SupportLogic, and connected systems
• Partner with the CTO organization and third-party vendors to design, build, and maintain API-based integrations and data pipelines
• Establish and enforce data governance standards including naming conventions, object definitions, required fields, and data hygiene protocols
• Audit data quality on a recurring basis and lead remediation initiatives to address gaps or inconsistencies
• Maintain a current system of record for all integration mappings, data dictionaries, and API documentation
• AI & Automation Optimization
• Serve as a key technical enabler of CINC's AI-Native transformation — configuring and optimizing AI tooling embedded in platforms such as Intercom Fin AI and SupportLogic
• Identify workflow automation opportunities across platforms and partner with functional leaders to design, configure, and deploy solutions that reduce manual effort
• Support the evaluation and onboarding of new AI-powered tools and capabilities, ensuring proper configuration, testing, and change management
• Maintain documentation of all automation rules, bot workflows, and AI configurations to enable auditability and continuous improvement
• Vendor Management & Procurement Support
• Serve as the primary operational liaison with software vendors across the Client Operations tech stack
• Manage vendor relationships including support ticket escalation, roadmap input sessions, and renewal preparation
• Maintain a complete system inventory including contract terms, renewal dates, license counts, and cost-per-seat metrics
• Support the CCO and Finance in license optimization and cost governance, identifying consolidation or reduction opportunities
• Evaluate new tools and solutions through structured assessments — building business cases, conducting proof-of-concept testing, and presenting findings to stakeholders
• Enablement & Documentation
• Create and maintain administrator-level documentation for all managed platforms — including configuration guides, runbooks, and change logs
• Partner with the Learning & Development and Knowledge Management teams to build end-user training materials, system walkthroughs, and onboarding guides for new tools
• Establish a system change management process — communicating updates, new features, and configuration changes to affected teams in advance
• Cross-Functional Partnership
• Partner closely with Customer Success, Support, Implementation, Professional Services, and Finance teams to understand evolving business needs and translate them into system requirements
• Collaborate with the CTO organization on enterprise architecture decisions, security standards, and IT governance requirements
• Work alongside Revenue Operations and the CRO organization where Salesforce configuration intersects with sales and marketing workflows
• Participate in cross-functional projects involving system migrations, platform consolidations, or new tool implementations

Qualifications

• 3–6 years of hands-on experience administering SaaS platforms in a B2B software or technology company
• Experience with Service Cloud, Sales Cloud, and/or Experience Cloud a plus
• Demonstrated experience with two or more of the following platforms: ChurnZero, Intercom Fin AI, Pendo, Kantata (or comparable PSA), SupportLogic (or comparable conversation intelligence tool)
• Working knowledge of REST APIs, webhooks, and iPaaS tools (e.g., Zapier, Workato, Boomi, or native platform connectors)
• Experience configuring and optimizing AI-powered features within SaaS platforms (bots, workflows, predictive scoring, deflection logic)
• Proficiency with system reporting and dashboard configuration; experience with BI tools (Tableau, Looker, or similar) a plus
• Familiarity with data governance, data hygiene practices, and CRM data management at scale

Preferred Background

• Experience in a PE-backed, high-growth SaaS environment preferred
• Exposure to community association management, proptech, or fintech a plus but not required
• Bachelor's degree in Information Systems, Business, Computer Science, or related field — or equivalent practical experience
• Willingness to obtain Salesforce Administrator certification (ADM 201) within 6 months of hire