Salesforce Domain Owner
About the role
Trimble is seeking an innovative leader to serve as the Domain Owner for our Salesforce Service Cloud ecosystem. This role requires a deep understanding of CRM and customer support systems, with a focus on driving AI-driven transformation across global industries.
Responsibilities
Own and drive the end-to-end roadmap for the Salesforce Support Center domain.
Align domain strategy with customer experience goals, operational KPIs (CSAT, SLA, resolution time), and business objectives.
Define and track measurable outcomes for service efficiency, agent productivity, and customer satisfaction.
Continuously evolve the domain to support new business models, products, and customer expectations.
Engage with Customer Support, Operations, Product, and Business stakeholders to gather requirements and prioritize capabilities.
Act as the single point of accountability for translating stakeholder needs into actionable domain initiatives.
Balance competing priorities across regions, channels, and business units.
Collaborate with stakeholders across multiple time zones to ensure alignment and execution.
Coordinate activities across multiple teams including Salesforce delivery, integrations, data, AI/automation, and support operations.
Ensure seamless collaboration between business, engineering, and operations teams.
Identify and resolve gaps in ownership, accountability, and execution across participating teams.
Drive alignment across adjacent domains (e.g., Sales, Billing, Entitlements, Fulfillment).
Own and manage the creation and lifecycle of Epics aligned to the domain roadmap.
Partner with Functional Architects, Product Owners, and Delivery Teams to ensure successful execution.
Oversee backlog health, delivery progress, and outcome realization.
Oversee key capabilities within Salesforce Service Cloud, including: Case Management & Lifecycle, Omnichannel Routing (voice, chat, email, messaging), Knowledge Management & Self-Service, Entitlements, SLAs, and Escalations, Field Service integration (where applicable).
Drive standardization and optimization of support processes and agent workflows.
Enable adoption of automation and AI capabilities within the support domain (e.g., chatbots, case classification, agent assist).
Identify opportunities to reduce manual effort and improve response times.
Partner with AI/ML teams to implement intelligent routing, predictive insights, and self-service solutions.
Measure and track the impact of automation initiatives on operational efficiency.
Establish and enforce governance frameworks, standards, and best practices for the domain.
Ensure consistency in process design, data standards, and system usage.
Own and maintain comprehensive domain documentation, including process flows, capability maps, and architecture overviews.
Ensure compliance with enterprise architecture, security, and data governance policies.
Lead evaluation of new tools, platforms, and enhancements relevant to the support domain.
Avoid build vs. buy decisions and integration feasibility within the Salesforce ecosystem.
Stay current with Salesforce roadmap and emerging technologies in customer service.
Drive innovation to enhance customer and agent experiences.
Requirements
You possess 8+ years of dedicated experience managing CRM and customer support systems, with a deep mastery of Salesforce Service Cloud.
You have a proven track record of managing enterprise domain-level strategy, product roadmaps, and global KPI tracking.
You bring a deep understanding of modern contact center operations, case management systems, and agent workflows.
You are a natural collaborator skilled at aligning globally distributed stakeholders across multiple time zones.
You possess a Bachelor’s degree in Business, Information Systems, or a related technical discipline.
Bonus points for Professional Salesforce Service Cloud Consultant or Architect certifications.
Hands-on experience implementing AI-driven customer service tools like Einstein Bots or Agent Assist.
Practical familiarity with omnichannel contact center technologies, CTI, and messaging platforms.
Strong background with ITIL or structured service management frameworks.
Qualifications
You are a self-starter with a passion for innovation and a commitment to excellence.
You have excellent communication and interpersonal skills.
You are able to work independently and as part of a team.
You are comfortable working in a fast-paced, dynamic environment.
You have a strong attention to detail and a keen eye for process improvement.
Skills
Proven experience in managing CRM and customer support systems.
Deep understanding of Salesforce Service Cloud.
Experience in defining and tracking KPIs for service efficiency, agent productivity, and customer satisfaction.
Ability to balance competing priorities across regions, channels, and business units.
Strong stakeholder engagement and prioritization skills.
Experience in cross-functional coordination and collaboration.
Expertise in automation and AI within the support domain.
Strong governance and documentation skills.
Ability to lead evaluations of new tools and technologies.
Strong problem-solving and decision-making skills.
Benefits
Medical
Dental
Vision
Life Insurance
Disability Insurance
Time Off Plans
Retail Savings Plan
Paid Parental Leave
Employee Stock Purchase Plan
Pay
This role is offered a salary range of $170,600.00 - $234,600.00 per year. The actual compensation may vary based on factors such as location, experience, and performance.
Schedule
The role is based in Westminster, CO and requires 10% travel.