About IntouchCX
IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.
About the Job
The CRM System Administrator is responsible for supporting technical requirements of our clients’ use of CRM platforms. This role reports to the Global Digital Strategy Manager as part of managed services within Global Solutions.
The ideal candidate already has the certifications required to meet the platform's vendor partner requirements. In addition to CRM configuration and administration expertise, the selected candidate must be engaging, creative, and curious; a self-starter; and able to collaborate directly with clients when needed. An optimal candidate will be able to navigate new or unfamiliar CRM platforms with a minimum of supervision or exposure and perform admin-level tasks on an ad-hoc basis. Additionally, the candidate should be proficient in data analytics, reporting, and developing comprehensive dashboards for client review.
As CRM System Administrator, You Will…
Act as a technical resource on various aspects of CRM set-up, maintenance, and configuration from a client perspective.
Provide an advisory role in our solutions approach to solving client requirements that depend on CRM tools.
Able to work independently as well as on a team in a fluid, fast-paced environment. Must be able to team with other CRM specialists and business analysts as needed. Must be able to collaboratively lead other team members in more complex projects and tasks.
Manages workload, including assigned project management tasks within established scope, budget, and timelines.
Manages personal certifications by staying current on those achieved and obtaining relevant certifications needed to support client’s needs.
Able to facilitate and/or create knowledge transfer materials for self-support where appropriate.
Partners with client representatives and key stakeholders in maintaining a consistent enterprise organizational structure across human capital management (HCM) and other related technologies.
As CRM System Administrator, You Need…
A college degree in a technology field such as Information Systems and/or Business Management is strongly preferred.
Minimum of 2-3 years of experience with CRM design and implementation.
Experience with the following roles:
Implementation
Administration
Data Analytics / Dashboards / Reporting
Project and business experience including:
Equivalent project lead experience (minimum 2 years).
Previous experience with change management or business transformation projects.
Previous experience with projects involving integrations, workflow automation, and solutions involving multiple systems.
Experience as a Business Analyst and/or Project Manager is an asset.
Experience managing relationships internal and external, including helping navigate through barriers and aid in solutions.
Experience working in a team capacity on various projects.
Skilled in technology coupled with business acumen to deliver complex solutions.
Hands-on experience leading CRM implementation and administration projects and programs.
Formal certifications (such as Zendesk, Salesforce, Gladly, Intercom, Kustomer, etc.) are a plus.
Can assess client business needs generally and advise on ongoing optimization and maintenance priorities.
Practiced in directly interacting with clients with minimal oversight and working in a team environment.
Exceptional analytical and problem-solving skills.
Strong technical management and support skills, specifically able to work with end users to identify and resolve business issues innovatively.
Skills Required
- Minimum 2-3 years of experience with CRM design and implementation
- Experience in CRM implementation, administration, data analytics, dashboards, and reporting
- Minimum 2 years of equivalent project lead experience
- Experience with change management or business transformation projects
- Experience with integrations, workflow automation, and multi-system solutions
- Experience managing internal and external relationships and resolving barriers
- Hands-on experience leading CRM implementation and administration projects and programs
- Ability to assess client business needs and advise on CRM optimization and maintenance priorities
- Direct client interaction experience with minimal oversight
- Exceptional analytical and problem-solving skills
- Strong technical management and support skills
- Ability to work independently and collaboratively in a team environment
- College degree in Information Systems, Business Management, or a related technology field
- Experience as a Business Analyst or Project Manager
- Formal CRM certifications such as Zendesk, Salesforce, Gladly, Intercom, or Kustomer
What We Do
We’re revolutionizing the global customer experience across all industries, delivering innovative, value-driven customer care solutions to the world’s best-known brands. We are partners in long-term growth, helping to scale and optimize your CX through our data-driven and brand-specific approach. By delivering actionable insights, we drive team performance and ROI alignment to meet your strategic goals. We tailor our programs to ensure end-to-end consistency, team well-being, and cultural alignment with your brand. Our track record speaks for itself and our long-standing relationships speak to our performance. We are IntouchCX. Where a global footprint meets a local presence. Where scale meets soul. Where expertise meets energy. Where reliable meets relatable. Where professional meets personal. Where inspiration meets execution. Where your world meets our world. We challenge assumptions. Redefine partnership. Disrupt convention. And boldly lead our clients, our people, and our industry toward a reimagined future.
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