Business Systems Administrator, Client Operations

Business Systems Administrator Reports to: Customer Operations Manager Department: Client Operations Location: Remote - U.S. Employment Type: Full-Time, Exempt Travel: up to 10% ABOUT CINC SYSTEMS CINC Systems is the leading community association management (CAM) software platform, purpose-built to help management companies and self-managed associations operate more efficiently, serve homeowners better, and grow profitably. Backed by Hg Capital, CINC serves thousands of communities across the United States and is undergoing a transformative journey toward an AI-Native, AI-First operating model designed to drive scalable growth and exceptional client outcomes. POSITION SUMMARY 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. This individual will serve as the operational backbone for a growing portfolio of business-critical systems — including Salesforce, ChurnZero, Intercom Fin AI, Pendo, Kantata, SupportLogic, and additional tools — ensuring these platforms are configured correctly, integrated effectively, and continuously optimized to support an AI-Native service delivery model. This role sits at the intersection of technology, operations, and business strategy. The ideal candidate is not simply a system maintainer — they are a platform thinker who proactively identifies opportunities to automate workflows, eliminate manual effort, and leverage AI capabilities to improve team efficiency and client experience. They partner closely with the CCO, CRO, functional team leads, the CTO organization, and external vendors to ensure CINC's technology stack is a competitive advantage, not an operational burden. WHAT YOU WILL OWN System Administration & Platform Management 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 Monitor AI system performance (deflection rates, accuracy, CSAT impact) and tune configurations to improve outcomes over time 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 Support functional leaders in configuring dashboards, reports, and analytics within platforms to ensure data visibility and KPI tracking 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 WHAT WE'RE LOOKING FOR Technical Capabilities 3–6 years of hands-on experience administering SaaS platforms in a B2B software or technology company Salesforce administration experience required (Admin certification preferred); 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 Operating Style & Mindset You think in systems — you naturally map how data flows, where things break, and what levers to pull to improve outcomes You are a proactive communicator who keeps stakeholders informed without being asked, especially when changes are coming You operate with urgency and precision — you know the difference between a system hiccup and a business-critical failure, and you respond accordingly You are comfortable operating in ambiguity and building structure where it doesn't yet exist You are naturally curious about AI and automation — you see these as opportunities, not threats to your role You take ownership end-to-end; you don't hand off problems, you see them through to resolution 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 Salesforce Administrator certification (ADM 201) or willingness to obtain within 6 months of hire HOW SUCCESS IS MEASURED In your first 90 days: Complete a full audit of all managed platforms: configurations, integrations, user lists, and known gaps Identify and document the top 5–10 highest-priority configuration improvements or automation opportunities Establish or improve system change management and documentation standards Build trusted working relationships with functional team leads across Client Operations Ongoing KPIs: System uptime and reliability across managed platforms (target: 99%+) Data quality scores across Salesforce and integrated systems License utilization and cost optimization metrics Internal stakeholder satisfaction with system performance and responsiveness Automation adoption — measured by reduction in manual tasks and ticket deflection rates in AI-enabled workflows Time-to-resolution for system issues and configuration requests WHY CINC CINC is at an inflection point. We are transforming an industry-leading product company into an AI-Native services organization — and the Systems Administrator role is central to making that possible. You will not be maintaining the status quo. You will be architecting the operational infrastructure that powers the next chapter of CINC's growth. If you are someone who gets energy from untangling complexity, building things that scale, and working alongside sharp people who are serious about winning, this is your seat. CINC Systems is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.