CRM Platform Engineer

Position: CRM Platform Engineer
Department: Shared Platforms
Job Type: Full-time
Location: Herndon, VA (3 days per week in-office required). Some travel between UK and US offices may be required.

Role Purpose
The Shared Platforms function sits within Shared Services at Assured Data Protection, managing the systems behind our commercial, customer success, and support operations.
The CRM Platform Engineer is a hands-on generalist who owns and supports the full shared platform ecosystem - currently spanning, primarily HubSpot, but includes Zendesk, Salesforce, and ChurnZero, with the estate expected to grow to include tools such as Confluence and Jira as the department scales.
This role provides expertise in HubSpot whilst providing broad, practical coverage across the CRM and customer-platform stack: configuring and maintaining each platform, keeping integrations and data flowing reliably between them, and acting as a flexible technical resource the Global Shared Platforms Manager can direct based on business priorities.
This role suits someone who enjoys variety, picks up new SaaS platforms quickly, and takes pride in being the person who understands how the whole ecosystem fits together.

Key Responsibilities

Platform Ownership & Optimisation

• Administer and configure the shared platform stack - including, HubSpot and Salesforce, whilst supporting Zendesk and ChurnZero platforms - covering workflows, automation and platform hygiene.
• Maintain working knowledge across all platforms in the estate, with the flexibility to go deep on whichever system currently needs the most attention.
• Identify and implement opportunities for automation and process improvement across platforms (e.g. workflow consolidation, data enrichment, self-service).
• Support onboarding new platforms as the Shared Platforms estate grows (e.g. Confluence, Jira), including initial configuration and documentation.

Governance & Change Management

• Manage change requests across all owned platforms through ITIL-aligned processes - impact/risk assessment, testing, documentation, rollback planning.
• Maintain configuration documentation and change logs for each platform to support audit and knowledge-continuity.
• Liaise with InfoSec and MIS on security configuration, data handling, and compliance requirements across the platform estate.

Integration & Ecosystem Alignment

• Own and maintain integrations between Zendesk, HubSpot, Salesforce, ChurnZero, and other connected middleware/tools, ensuring reliable and accurate data flow across the ecosystem (e.g. contact/account sync, ticket-to-deal linkage, customer health signals).
• Troubleshoot cross-platform data and integration issues, working across systems rather than a single platform silo.
• Flag upstream/downstream impacts before making changes that could affect connected systems, and coordinate changes that span multiple platforms.

Day-to-Day & Stakeholder Support

• Act as a day-to-day point of contact for platform issues raised by the business, and Supporting teams, across whichever system is affected.
• Partner with stakeholders across the business to gather requirements and prioritize enhancement requests, escalating to the Shared Platforms Manager where cross-platform trade-offs are needed.
• Provide usage/performance reporting and platform health updates across the estate.
• Work flexibly across platforms as team priorities shift, providing cover and cross-support as the Shared Platforms team is small and coverage needs to flex with demand.

Required Skills & Qualifications

Must-Have

• Proven hands-on administration experience with HubSpot and working knowledge of at least one other major SaaS business platform (e.g. Zendesk or Salesforce) in a business-critical environment.
• Practical understanding of CRM/CX data structures (contacts, accounts, deals/opportunities, cases/tickets) and how they connect across systems.
• Experience integrating SaaS platforms with one another, either natively or via middleware/iPaaS tools.
• Experience managing platform change through a formal process (ITIL or similar).
• Strong troubleshooting and problem-solving skills, comfortable working across multiple systems rather than a single specialism.
• Excellent communication and stakeholder management skills, with the ability to work across Sales, Marketing, Customer Success, and Support functions.
• A fast learner who is comfortable picking up new platforms and tools as the department's estate grows.

Nice-to-Have (Cross-Platform Experience & Integrations)

• Certification in HubSpot (CRM, Marketing, Sales, or Service Hub).
• Working knowledge of / certification in Zendesk (Suite/Support, Guide, Explore).
• Working knowledge of / certification in Salesforce administration.
• Familiarity with ChurnZero for customer health and success workflows.
• Familiarity with Confluence and/or Jira administration, ahead of these being added to the platform estate.
• Experience with SweetHawk, Zoom, Slack, Gong, or Zapier integrations within a CRM or support platform context.
• General comfort working with marketplace plugins/apps and APIs to extend platform functionality.
• Experience in a managed services, MSP, or data protection/technology company.
• Relevant certifications: PRINCE2, Agile/Scrum, or ITIL Foundation.

What We Offer:

• Opportunity to work with a global, diverse technical team. 
• Competitive salary and performance-based incentives.
• Comprehensive benefits package, including health, dental, and vision insurance.
• 401K program with company matching.
• A dynamic, inclusive, and collaborative work environment.
• 3 day in-office presence with remote work flexibility.

At Assured Data Protection we value diversity and inclusivity. We offer perks such as flex holidays, robust 401k plan, and flexible working practices to allow our employees to show up as their whole selves. We are an equal-opportunity employer, and we do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. If you have a disability or special need that requires accommodation, please do not hesitate to let us know.
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