[Hiring] Business Systems Administrator @CINC Systems

Role Description

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.

Qualifications

• 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

Requirements

• 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
• 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
• 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
• 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
• 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
• 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

Benefits

• Transforming an industry-leading product company into an AI-Native services organization
• Opportunity to architect the operational infrastructure that powers the next chapter of CINC's growth
• Work alongside sharp people who are serious about winning

Company Description

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.