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.
Cross-functional coordination with 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).
Epic Ownership & Delivery Alignment.
Oversee backlog health, delivery progress, and outcome realization.
Service Cloud Capability Ownership.
Oversee key capabilities within Salesforce Service Cloud, including: Case Management & Lifecycle, Omnichannel Routing, Knowledge Management & Self-Service, Entitlements, SLAs, and Escalations, Field Service integration (where applicable).
Automation & AI Enablement.
Drive 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.
Governance & Documentation.
Establish and enforce governance frameworks, standards, and best practices for the domain.
Ensure consistency in process design, data standards, and system usage.
Owning and maintaining comprehensive domain documentation, including process flows, capability maps, and architecture overviews.
Ensure compliance with enterprise architecture, security, and data governance policies.
Technology Evaluation & Innovation.
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
Essential skills and experience include:
Proven experience managing CRM and customer support systems, with a deep mastery of Salesforce Service Cloud.
Experience managing enterprise domain-level strategy, product roadmaps, and global KPI tracking.
Deep understanding of modern contact center operations, case management systems, and agent workflows.
Natural collaboration skills, able to align globally distributed stakeholders across multiple time zones.
Bachelor’s degree in Business, Information Systems, or a related technical discipline.
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.
Skills
Domain Strategy & Roadmap Ownership
Stakeholder Engagement & Prioritization
Cross-Functional Coordination
Epic Ownership & Delivery Alignment
Service Cloud Capability Ownership
Automation & AI Enablement
Governance & Documentation
Technology Evaluation & Innovation
Benefits
Trimble offers comprehensive core benefits that include Medical, Dental, Vision, Life, Disability, Time off plans and retirement plans. Most of our businesses also offer tax savings plans for health, dependent care and commuter expenses as well as Paid Parental Leave and Employee Stock Purchase Plan.
Pay
This compensation range is based on a full time schedule. Trimble reserves the right to ultimately pay more or less than the posted range and offer additional benefits and other compensation, depending on circumstances not related to an applicant’s sex or other status protected by local, state, or federal law.
Schedule
Hiring Range $170,600.00–$234,600.00 Pay Rate Type Salary