What is a Sugar Administrator? Part 2: Hiring the Right Sugar Administrator

This post is part of a blog series, “What is a Sugar Administrator?” The series is divided into three parts:

If you haven’t checked out part 1: Getting Started as a Sugar System Administrator, click the link above to access the previous post. We defined SugarCRM System Administrator, explained specific job responsibilities, provided ways to become an administrator, and stated the skills needed.

Part 2: Hiring the Right Sugar Administrator

In this blog post, we’ll answer the following questions:

  • What does a CRM Administrator do?
  • What are the day-to-day activities for a CRM Administrator at different levels?
  • Which questions should you ask in a Sugar Administrator interview?
  • What does a good Sugar Administrator look like?
  • What do great Sugar Administrator’s resumes/LinkedIn Profiles look like?

What Does a CRM Administrator Do?

A CRM (Customer Relationship Management) Administrator takes care of managing and running an organization's CRM system. Their job is to keep it working smoothly and make sure it's being used effectively to strengthen customer relationships and support business growth. They help simplify customer-focused processes, organize data better, and provide teams with the tools and insights needed to deliver great customer experiences. Essentially, CRM Administrators connect technology with business goals, helping the organization get the most out of their CRM platform.

Key Responsibilities of a CRM Administrator

  • Setting up and customizing the CRM system to fit the company's specific needs and workflows.
  • Planning and managing data tasks like migrating, integrating, and ensuring data quality.
  • Managing user roles, permissions, and access to keep data secure and compliant.
  • Creating and running training sessions to help teams effectively use the CRM system.
  • Keeping an eye on system performance, fixing issues, and finding ways to make it run smoother.
  • Working with different teams to understand their needs, solve problems, and improve processes.
  • Reviewing system usage and creating reports to share insights and suggest better ways to work.
  • Staying informed about the latest CRM updates, features, and best practices to get the most out of the system.
  • Acting as the go-to person for any CRM-related questions or support needs.
  • Keeping detailed documentation like user guides, training materials, and step-by-step procedures.
  • Partnering with IT teams to ensure the system is secure, integrated, and aligns with company policies.
  • Regularly reviewing and suggesting new features or upgrades to enhance the customer experience and make operations more efficient.

What are the Day-to-Day Activities for CRM Administrator at Different Levels?

The job of a CRM Administrator changes a lot as they gain experience and move up the ladder. When just starting out, they focus on learning the system, helping users, and handling basic tasks. At the mid-level, they take on more responsibility, manage projects, and start thinking more strategically. By the time they reach senior roles, they're often leading teams, making big decisions, and driving changes that impact the whole organization.

Daily Responsibilities for Entry-Level CRM Administrators

Entry-level CRM Administrators focus on getting familiar with the CRM system, helping users, and handling data-related tasks. They spend most of their time working directly in the system and supporting more experienced team members with different projects. Here's what their day-to-day responsibilities might look like:

  • Joining training sessions to learn how the CRM works and its key features.
  • Answering user questions and handling basic troubleshooting.
  • Helping with tasks like data entry, cleanup, and keeping everything organized.
  • Setting up and updating user accounts and permissions.
  • Creating simple reports and dashboards for the team.
  • Sitting in on meetings to get a better understanding of business needs and processes.

Daily Responsibilities for Mid-Level CRM Administrators

Mid-level CRM Administrators take on more responsibility and often lead their own projects related to the CRM system. They focus on improving processes, tweaking system settings, and contributing to the bigger CRM strategy. Here's what they typically do:

  • Customizing the CRM system to keep up with changing business needs.
  • Setting up and improving data management processes and best practices.
  • Working with different teams to gather input and make sure CRM projects align with company goals.
  • Running training sessions and putting together easy-to-follow training materials.
  • Digging into system usage data to spot opportunities for improvements.
  • Managing and prioritizing CRM projects to keep everything running smoothly.

Daily Responsibilities for Senior CRM Administrators

Senior CRM Administrators play a big role in shaping the overall CRM strategy and making sure it supports the company’s goals. They focus on big-picture planning, leading cross-functional efforts, and bringing fresh ideas to CRM practices. Here’s what they typically do:

  • Creating and rolling out the company’s CRM strategy and long-term plans.
  • Leading and mentoring a team of CRM admins and specialists.
  • Working with senior leadership to ensure CRM projects align with business goals.
  • Researching and recommending new CRM tools and integrations.
  • Setting up and enforcing CRM policies, standards, and best practices.
  • Continuously finding ways to improve and innovate CRM processes.

 Which Questions Should You Ask for in a Sugar Administrator Interview to Hire Top Talent?

This section lists 10 basic interview questions you can ask candidates for a SugarCRM admin role. These questions focus on the software's basics but also help gauge the candidate's overall understanding of cloud-based computing.

1. What do you know about SugarCRM?

SugarCRM is a customer relationship management (CRM) platform that helps businesses sell, market, and provide services to their customers. It uses AI, machine learning, and generative AI to help businesses grow faster. 

2. What is CRM software?

CRM stands for "Customer Relationship Management." It’s software that helps businesses automate sales and marketing tasks. Companies use it to improve outreach, bring in new customers, and keep existing ones happy, which ultimately boosts sales and revenue.

3. What is cloud-based computing?

Cloud computing is all about accessing computing power, storage, and services over the internet. It lets businesses use online tools, servers, and systems to manage data, run applications, and save on IT costs. Plus, since it’s remote and secure, it makes teamwork much easier for distributed teams.

4. What experience do you have with Sugar?

The best candidates will have hands-on experience with Sugar. Even if they’re applying for a junior role, some prior knowledge of the platform is key. And, if they had a Certified Sugar Administration Specialist (CSAS) certification would be helpful to know their experience level.

5. How has your experience with Sugar prepared you for this role?

Candidates should explain how their Sugar experience has shaped their skills and prepared them to work with Sugar. They can highlight past roles and responsibilities that overlap with the job they’re applying for.

6. How many different editions of Sugar are there?

Sugar offers several editions tailored to different needs:

  • Sugar Sell: Speeds up the sales cycle and boosts win rates.
    • Sell Premier: Includes advanced analytics, sales intelligence, productivity tools, and top-notch support.
    • Sell Advanced: Adds mail/calendar integration and extended support.
    • Sell Standard: Basic sales force automation with optional mail/calendar integration.
    • Sell Essentials: For small teams, offering basic automation and easy upgrades.
  • Sugar Serve: Focused on customer engagement, employee empowerment, and operational excellence.

  • Sugar Market: Marketing automation for delivering high-quality leads.
  • Sugar Enterprise: On-premises CRM with full control and customizability.

7. Do you have any certifications or qualifications in Sugar?

Strong candidates may have certifications or completed courses through SugarU. They might also reference resources like SugarClub to show they’ve actively building their expertise.

8. How often does Sugar release updates, and how do you stay informed?

Candidates should know the release schedule and show their proactiveness about learning and implementing updates. Their answer should demonstrate confidence in handling these changes.

9. How has your CRM knowledge grown in the last five years?

This question helps gauge a candidate’s adaptability and commitment to staying updated. They should talk about how they’ve kept up with changes in CRM tools like Sugar, improving their skills over time.

10. What are the benefits of using SugarCRM?

Candidates should highlight the advantages of using Sugar, such as:

  • Automating processes to save time.
  • Boosting efficiency and cutting costs.
  • Driving revenue growth.
  • Offering flexibility for various business needs.
  • Improving customer relationships.

A great answer will also go into specific features and how they bring value to the business.

 What Makes a Great Sugar Administrator?

Here are 10 must-have traits for a top-notch Sugar administrator, plus why each one is so important.

Key Traits of an Awesome Sugar Administrator

Logical, Process-Oriented Thinker

A great Sugar admin needs to think a bit like a computer. They should understand fields, categories, and how the system is structured, including how changes impact other parts of the platform. Being logical, process-driven, and able to break tasks into manageable steps is crucial.

Empowered Team Member

Your CRM will likely become a tool the entire company depends on. To build and maintain it effectively, you’ll need someone confident, resilient, and respected by their peers. This isn’t a role for someone who needs constant supervision or struggles to assert authority.

Someone Who Enjoys Helping Others

Helping teammates navigate unfamiliar territory will be a big part of this job. The admin will be the bridge between employees and management, setting the tone for whether CRM feels like a helpful tool or a frustrating chore. Look for someone who’s great at building confidence and truly enjoys supporting others.

Familiarity with the Sales Process

Since your CRM is built around the sales funnel, your admin needs to understand how sales work. If your funnel isn’t well-defined yet, their strategic thinking will be even more important to make the CRM a valuable tool for the team.

Strong Communicator

Your Sugar admin will need to talk to employees, managers, and IT consultants regularly, explaining changes, addressing concerns, and sharing updates. They should be comfortable jumping on a call or sending clear, concise messages when needed.

Naturally Curious About Technology

This role involves a lot of tinkering, troubleshooting, and learning on the fly. Whether it’s digging into forums, calling support, or testing solutions, your admin shouldn’t be afraid to experiment and explore.

A CRM Believer

Every team has a skeptic who resists using new tools. Your admin needs to be the CRM’s biggest advocate, showing how it can boost sales and make everyone’s job easier. Passion and belief in the system will help win over the team.

Understands Company Culture

Rolling out a CRM isn’t just about tech—it’s about people. A great admin will understand the company’s culture and know how to navigate resistance to change. They’ll recognize who might push back and who can help rally the team around the new system.

Experienced Project Manager

Implementing a CRM involves juggling deadlines, coordinating with developers, and aligning the system with user needs. It’s a complex project that requires solid organizational skills and the ability to manage multiple moving parts.

Strategic, Long-Term Thinker

Building a CRM isn’t just about solving today’s problems—it’s about planning for the future. A smart admin will think ahead, avoiding quick fixes that could clutter the system later and keeping an eye on how the CRM can scale as the company grows.

 

What Great Sugar Administrator’s Resumes/LinkedIn Profiles look like?

LinkedIn summary is a vital space for Sugar Administrators to present their professional journey and stand out in a competitive field. It's an opportunity to highlight their expertise, showcase their accomplishments, and communicate their passion for CRM administration. This section is especially important for Sugar Administrators as it allows them to demonstrate their technical prowess, problem-solving skills, and ability to drive CRM success within an organization. A compelling summary can set the stage for their LinkedIn profile, attracting the right attention from potential employers and collaborators.

Highlights Their Sugar Expertise

In their summary, they pinpoint what makes them a standout Sugar Administrator. Do they excel in customizing Sugar to meet complex business requirements, optimizing workflows, or perhaps training users to leverage Sugar effectively? Make sure they Emphasize their unique skills and how they contribute to the success of the businesses they worked with. This helps viewers quickly grasp their expertise and envision the value they can bring to their team.

Illustrate Their Impact with Success Stories

A powerful LinkedIn summary for Sugar Administrators should feature specific examples of their impact on past projects. Have they implemented a solution that significantly improved data quality or user adoption rates? Did they share those achievements with concrete metrics to provide clear evidence of their effectiveness and dedication to excellence in Sugar administration?

Share Their Sugar Journey

Their summary should be more than a list of credentials; it should narrate their professional path. What led them to specialize in Sugar? What obstacles have they overcome, and how have these experiences honed their skills as an administrator? Crafting the summary as a story not only makes it more engaging but also helps to humanize their profile and connect with their audience on a personal level.

Express Their Enthusiasm for Sugar

Do they convey their genuine passion for Sugar and its community, SugarClub? Whether it's their zeal for leveraging technology to solve business challenges, their commitment to continuous learning within the Sugar ecosystem, or their excitement about the future of cloud computing. Is their enthusiasm evident? This personal touch can differentiate their summary the others in the pile of candidates, leaving a lasting impression on those who read it.

Instead of telling you all about a great resume, I've decided to just provide one. Below is a great example of Sugar Administrator resume.

Be sure to turn on blog notifications so you don’t miss the next post in this series: “Part 3: Professional Goals of a Sugar Administrator". We'll discuss why every Sugar Administrator should have goals, what are the different types of career goals for admins, and what are some examples of admin goals.