CRM Administrator

SUMMARY

The Customer Relationship Management (CRM) Administrator is the primary owner of Imperative Chemical Partners’ Zoho CRM instance, responsible for system configuration, data integrity, user support, and the training programs that help our sales, customer success, and operations teams get the most out of the platform. This role blends hands-on Zoho administration with a strong training and enablement component, ensuring every CRM user is confident, consistent, and productive in the system.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Manage user accounts, roles, profiles, and permission structures to ensure appropriate data access and security within Zoho CRM.
• Own data quality across the CRM – including deduplication, data hygiene audits, imports/exports, and validation of lead, contact, account, and deal records.
• Build and maintain reports and dashboards in Zoho Analytics/CRM to support sales, marketing, and leadership visibility.
• Design, deliver, and maintain CRM training materials and programs – including onboarding new hires, running refresher sessions, and creating quick-reference guides and SOPs for Zoho CRM best practices.
• Conduct live trainings and workshops for users across departments and skill levels, from front-line representatives to managers, adapting content and pace to the audience.
• Serve as the first point of contact for CRM-related support requests, troubleshooting issues and escalating to Zoho support when needed.
• Manage integrations between Zoho CRM and other business systems, including marketing automation, ERP, finance, and support tools.
• Monitor CRM adoption and usage, identifying gaps in training or process and recommending improvements.
• Partner with sales and operations leadership to translate business requirements into scalable CRM configurations.
• Stay current on new Zoho CRM features and releases, evaluating and rolling out enhancements as appropriate.
• Communicate clearly and consistently across all levels of the organization – from front-line representatives to executive leadership – to build buy-in, provide ongoing support, and drive CRM adoption.
• Act as a liaison between end users and leadership, surfacing feedback, communicating system changes and updates, and ensuring stakeholders remain informed and supported throughout rollouts.

REQUIRED EDUCATION, QUALIFICATIONS, & EXPERIENCE: 

• High School Diploma or GED required; Bachelor’s degree in Business, Information Systems, or a related field preferred.
• 2 or more years of hands-on experience administering a CRM platform.
• Demonstrated experience developing and delivering end-user training or enablement programs, ideally for CRM or other business systems.
• Voice of the Customer Experience, a plus.
• Experience administering Zoho CRM, strongly preferred.
• Familiarity with the broader Zoho ecosystem (Zoho Analytics, Zoho Flow, Zoho Forms, Zoho Desk), preferred.
• Strong understanding of CRM data structures, workflow automation, and reporting/dashboard tools, preferred.
• Excellent written and verbal communication skills, with the ability to explain technical concepts to non-technical users across all levels of the organization, preferred.
• Strong organizational skills and attention to detail, particularly around data integrity and documentation.
• Experience in the oil field chemical, industrial, or manufacturing sector is a plus and preferred.

PRE-EMPLOYMENT REQUIREMENTS

• Must complete and pass all required pre-employment screenings.

Imperative Chemical Partners is an Equal Employment Opportunity employer. All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, pregnancy, national or ethnic origin, veteran or disability status.

This description reflects management’s assignment of essential functions, it does not exclude or restrict the tasks that may be assigned or re-assigned.  This job description is subject to change at any time.