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.
Own and maintain comprehensive domain documentation, including process flows, capability maps, and architecture overviews.
Establish and enforce governance frameworks, standards, and best practices for the domain.
Lead evaluation of new tools, platforms, and enhancements relevant to the support domain.
Assess 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: 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 visionary pragmatist who thinks boldly and builds things that work.
You are passionate about transforming the way the world works.
You are committed to making a tangible, positive Real-World Impact.
Skills
CRM and customer support systems management.
Enterprise domain-level strategy and product roadmaps.
Global KPI tracking.
Modern contact center operations, case management systems, and agent workflows.
Collaboration and stakeholder engagement.
Deep understanding of Salesforce Service Cloud.
Leadership in driving AI-driven transformation.
Experience with AI-driven customer service tools and omnichannel contact center technologies.
Strong background in ITIL or structured service management frameworks.
Benefits
Medical
Dental
Vision
Life
Disability
Time off plans
Retail plans
Paid Parental Leave
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
Full-time
Location
Westminster, CO
Travel
10%