Manager, CRM Sales Systems

Manager, CRM Sales Systems $90,000 - $105,000 annually SUMMARY The CRM Sales Systems Administrator serves as Pinnacle Live’s dedicated owner of the HubSpot CRM platform, responsible for system health, data integrity, user adoption, and the reporting infrastructure that enables leaders to drive performance and accountability across all venues. This role sits at the intersection of sales operations, marketing, and technology, serving as the single point of contact for all HubSpot needs across Venue Sales, Marketing, HCS, CX, and Tech. The Administrator translates business needs into platform solutions, ensures the system reflects how Pinnacle Live teams actually work, and proactively identifies and resolves gaps before they affect performance. This is a high-impact, cross-functional role requiring both technical CRM expertise and the ability to communicate clearly, prioritize effectively, and drive adoption across a distributed organization. ESSENTIAL DUTIES AND RESPONSIBILITIES CRM Architecture & Pipeline Management Own and maintain HubSpot pipeline configuration, including deal stages, required fields, properties, and lifecycle stages across all venues and business lines (VS, HCS, Marketing) Standardize pipeline structures to ensure consistent data capture and reporting accuracy across all teams Manage all system settings, integrations, and data architecture in alignment with business priorities set by senior leadership Serve as the primary approver and builder for cross-pipeline automations, ensuring changes do not impact unintended pipelines or teams Reporting and Performance Visibility Design, build, and maintain role-level dashboards and reports that enable RSPs and RBPs to actively coach, escalate, and hold venue teams accountable Develop regional and cross-venue reporting to support RBP oversight and leadership visibility Build and maintain leadership-level KPI reporting tied to pipeline performance, adoption health, and revenue outcomes Proactively identify reporting gaps and surface red flags, including stalled deals, missed follow-ups, and sales process breakdowns, to the appropriate leaders Data Governance & Hygiene Conduct routine audits of contact, deal, and company records to identify and resolve duplicates, missing data, and input inconsistencies Define, document, and enforce data entry standards across all venues and pipelines Monitor and maintain CRM data quality Adoption & Enablement Track platform usage by seller, venue, and region; proactively flag low adoption to RSPs and RBPs Develop and maintain adoption reporting that gives leaders a clear, actionable view of HubSpot engagement across their teams Partner with RSPs and RBPs to establish usage expectations by role and support accountability follow-through Develop and deliver role-specific HubSpot training for new hires and existing users on an ongoing basis Maintain and update training materials, onboarding guides, and reference documentation as the platform evolves Identify and address adoption gaps through targeted reinforcement Build a library of documented processes for recurring platform tasks and common request types Manage user onboarding, permission assignments, and offboarding, staying ahead of changes through regular review of onboarding/offboarding reports Request Intake & Prioritization Serve as the single point of contact for all HubSpot requests across every team and business line Own the request intake process: managing the queue, communicating timelines, and resolving requests within established SLAs Prioritize requests based on business impact and urgency in coordination with leadership Document all changes and maintain a visible backlog so stakeholders can track request status at any time Marketing Operations & Automation Own HubSpot-based marketing operations including lead routing, segmentation, list management, lifecycle stage definitions, and campaign tracking Build and maintain automation workflows that support scalable demand generation, lead nurturing, and customer engagement Collaborate with the Marketing team to ensure campaign performance is accurately tracked from lead to revenue within HubSpot Provide reporting on marketing ROI, lead conversion, and channel effectiveness tied to pipeline outcomes CORE COMPETENCIES CRM Expertise: Deep, working knowledge of HubSpot or equivalent CRM system — not just navigation, but architecture, logic, and optimization. Able to translate business needs into platform solutions. Analytical Thinking: Comfortable building and interpreting reports, identifying trends, and surfacing insights that leaders can act on. Understands what good data looks like and how to get there. Cross-Functional Communication: Translates technical platform concepts into plain language for non-technical stakeholders. Manages relationships across sales, marketing, CX, and leadership without losing clarity. Ownership & Accountability: Operates independently, follows through without being chased, and takes responsibility for the health of the platform. Treats unresolved requests and data gaps as their problem to solve. Prioritization & Organization: Manages a multi-team request queue, competing priorities, and ongoing platform responsibilities without losing track of what matters most. Communicates clearly when timelines shift. Proactive Problem-Solving: Does not wait to be told something is broken. Monitors adoption, data quality, and system health and raises issues before they become performance problems. Training & Enablement: Able to teach platform skills to non-technical users in a way that builds lasting habits, not just one-time compliance. Tailors delivery to the audience. Collaboration: Works well across all levels of the organization, from venue sellers to senior leadership. Builds trust by being responsive, consistent, and straightforward. Perform other duties as assigned. QUALIFICATIONS To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed herein are representative of the knowledge, skill, and/or ability required. Required: Highly skilled communicator; exceptional interpersonal and relationship-building skills Demonstrated proficiency with HubSpot CRM, including pipelines, workflows, properties, reporting, and user management Experience building and maintaining reports and dashboards for sales or operations leadership Strong organizational skills with the ability to manage a high volume of requests across multiple stakeholders and priorities Ability to work independently in a cross-functional environment with minimal day-to-day oversight Clear, professional written and verbal communication skills Comfort working with distributed teams across multiple locations Preferred: HubSpot certifications (HubSpot Marketing, Sales Hub, Operations Hub, or CRM Administration) Experience in a CRM administration, marketing operations, or revenue operations role Familiarity with lead lifecycle management, segmentation, and marketing automation Experience in hospitality, events, or venue sales environments Exposure to multi-pipeline CRM environments with varied user types and access levels Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. EDUCATION AND EXPERIENCE Bachelor's degree or other commensurate work experience. 2+ years of hands-on CRM administration, HubSpot preferred, configuration, or power-user experience required. CRM admin experience in a multi-team or multi-location environment strongly preferred. Experience building sales or marketing dashboards and interpreting CRM data to support leadership decision-making. Familiarity with email marketing, lead nurturing, campaign tracking, and automation workflows within a CRM platform. Experience in hospitality, events, or a multi-venue sales environment is a plus but not required. Ability to learn the business quickly is essential. HubSpot certifications are a strong plus. Candidates without certifications but with demonstrated hands-on experience will be considered. WORK SCHEDULE Business hours are Monday - Friday, 8:00 a.m. to 5:00 p.m. Extended business hours and weekends will be required. TRAVEL DEMANDS Travel, up to 10% required within North America BENEFITS Generous time off with PTO, holidays and sick/personal days 401k with a contribution match Insurances; health, vision, dental and more Pinnacle Live is an E-verify and Equal Employment Opportunity Employer Pinnacle Live is committed to welcoming, valuing, and supporting every person and their unique contributions. We are actively working to foster an environment where diversity, equity, inclusion, belonging, and mutual respect thrive. We recognize that diversity is intersectional, and that actively valuing diversity demands that we continually strive to establish a welcoming atmosphere for all. Pinnacle Live welcomes, openly acknowledges, empowers, and celebrates the diversity of all our team members, clients, and partners, and affirms the identities and experiences of all our members. We strive to create an environment where we actively embrace all forms of diversity.