Salesforce Domain Owner

About Trimble

Trimble is empowering stakeholders through planning, design, construction and the entire asset lifecycle. The company’s innovative and connected ecosystem of solutions improves coordination and collaboration between teams, phases and processes. Automating work and transforming workflows, Trimble is enabling teams to deliver with confidence at every turn.

Key Responsibilities

• Domain Strategy & Roadmap Ownership
  • 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.
• Stakeholder Engagement & Prioritization
  • 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
  • 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).
• Epic Ownership & Delivery Alignment
  • Own the creation and lifecycle of Epics aligned to the domain roadmap.
  • Ensure Epics are clearly defined, prioritized, and aligned with business outcomes.
  • Partner with Functional Architects, Product Owners, and Delivery Teams to ensure successful execution.
  • 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 (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.
• 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.
  • Own and maintain 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.
  • 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.

Essential Skills & Experience

• 8+ years of dedicated experience managing CRM and customer support systems, with a deep mastery of Salesforce Service Cloud.
• Proven track record of 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 collaborator skilled at aligning globally distributed stakeholders across multiple time zones.
• 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.