Position Summary

The CRM Administrator is responsible for supporting and optimizing ACP’s customer relationship management environment, serving as the primary internal resource for day-to-day system administration, configuration, troubleshooting, and user support. This role helps ensure the platform remains reliable, secure, and responsive to evolving organizational and operational needs.

Working across Membership, Events, Finance, and Operations, the CRM Administrator supports core business processes, strengthens data integrity, and improves how CRM tools are used to support reporting, operational consistency, and member engagement. The role requires strong technical capability, sound judgment, and the ability to translate functional needs into practical system solutions that support effective use across departments.

This position operates with significant autonomy and independent judgment, making sound decisions on system configuration, prioritization, platform improvements, and user adoption as a part of ACP’s broader IT function. The administrator takes ownership of outcomes across the CRM environment, proactively identifies and resolves issues, supports training and adoption across teams and  serves as a trusted internal resource to staff across the organization, helping guide effective platform use and long-term system effectiveness.

Essential Functions/Major Responsibilities

To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. Reasonable accommodation may be made to enable an individual with disabilities to perform the essential functions. Other duties may be assigned to meet business needs.

• Serve as the primary internal administrator for ACP’s CRM platform, overseeing day-to-day system configuration, user access, troubleshooting, maintenance, and overall platform reliability to support consistent system performance across the organization.
• Manage CRM workflows, functionality, and system settings in alignment with business needs, applying sound judgment to prioritize enhancements and support operational continuity across Membership, Events, Finance, and Operations.
• Monitor system performance, identify issues proactively, and implement solutions that improve reliability, strengthen user experience, and support long-term effectiveness of the platform.
• Develop and deliver training, guidance, and support resources that strengthen user adoption, improve consistency in system use, and build confidence across departments as ACP expands CRM capabilities.
• Support rollout of new CRM functionality, enhancements, and process improvements, helping ensure smooth implementation, user readiness, and continuity in daily operations.
• Partner with internal stakeholders to understand functional needs, translate requirements into system solutions, and recommend improvements that support department goals and strengthen cross-functional use of the platform.
• Maintain strong data integrity across the CRM environment through regular review, troubleshooting, and consistent application of system standards and best practices that support accurate reporting and informed decision-making.
• Build, maintain, and refine reports, dashboards, and data outputs that provide visibility into organizational activity, support business decisions, and strengthen operational consistency.
• Document system processes, workflows, and administrative practices to improve continuity, strengthen internal knowledge sharing, and support onboarding of new users.
• Serve as a trusted internal resource to staff across the organization, providing responsive support, practical guidance, and technical expertise that strengthens effective use of CRM tools.
• Manage relationships with external vendors, consultants, and technical partners supporting the CRM environment, providing clear direction, ensuring timely resolution of issues, and helping guide system improvements that support organizational priorities.
• Identify opportunities to improve CRM processes, tools, and user experience, contributing to long-term platform effectiveness and stronger organizational outcomes.

Education, Experience, Skills

• Bachelor’s degree in Information Systems, Computer Science, Business Administration, or a related field preferred; equivalent combination of education and relevant experience will also be considered.
• 5+ years of progressively responsible experience in CRM administration, systems management, or related business systems support, with demonstrated ownership of platform administration and cross-functional system support.
• Strong experience administering CRM platforms, including configuration, user access, workflows, troubleshooting, reporting, and system maintenance.
• Demonstrated ability to apply sound judgment in prioritizing requests, resolving issues, and making system decisions that support both immediate operational needs and longer-term organizational effectiveness.
• Experience developing and delivering user training, support materials, and guidance that strengthen adoption and improve consistency across teams.
• Ability to translate business needs into practical system solutions and communicate technical concepts clearly to users with varying levels of familiarity.
• Strong analytical skills with experience building reports, dashboards, and data outputs that support decision-making and operational visibility.
• Proven ability to manage multiple priorities, work independently, and maintain accuracy in a fast-paced environment with evolving needs.
• Experience working effectively across departments, building trust with stakeholders, and supporting consistent use of systems across different functions and user groups.
• Experience managing relationships with external vendors, consultants, or technical partners supporting system administration or platform improvements.
• Strong attention to detail and commitment to data integrity, consistency, and reliable system performance.
• Excellent written and verbal communication skills, with the ability to provide clear guidance, responsive support, and practical recommendations.
• Demonstrated initiative, accountability, and a solutions-oriented approach to improving systems, processes, and user experience.

Job Conditions

We are a fast-paced, high-energy organization with a very ambitious agenda and a staff that is highly motivated. This position may experience high-level work demands and independent decision-making under tight timelines. Occasional travel outside of the Washington, DC area for meetings or events may be required. Applicants must be currently authorized to work in the United States on a full-time basis. ACP will not sponsor applicants for work visas.

We reasonably believe that the base salary range for this position is $90,000 – 110,000 annually. At ACP, compensation decisions consider skills, experience, training, education, and organizational needs. ACP offers comprehensive benefits including 401k, PTO, commuter benefits, wellness reimbursement, and professional development opportunities.