Senior Salesforce Administrator Service Cloud

Job description

About Omnidian

Omnidian, Inc. is a fast-growing Series C tech-enabled service company revolutionizing performance assurance for the distributed solar and energy storage industries.  Omnidian is building a more sustainable future for the planet through our passionate teams, our innovative technology, and by creating an amazing customer experience. We are headquartered in Seattle, WA

The Job

We are seeking a highly capable Senior Salesforce Administrator with deep Service Cloud expertise and a strong interest in leveraging AI and automation to drive intelligent, scalable customer support experiences. You will play a key role in optimizing our Service Cloud instance, integrating AI capabilities such as Salesforce Einstein, and ensuring our CRM infrastructure supports a high-performance, compliant, and customer-first organization.

In this role, you’ll collaborate closely with teams including Customer Support, Customer Success, Product, Data Management, and other technology teams to streamline service operations, build intelligent workflows, and deliver insights that improve both agent productivity and customer satisfaction.

What You’ll Do

• At Omnidian we believe in trust and autonomy. How you create an impact is ultimately up to you. Here is an outline of some of the things you’ll be doing:
• Own and Optimize Service Cloud: Lead the configuration, performance, and scalability of our Salesforce Service Cloud environment. Ensure it is designed to meet current business needs and scale for future growth.
• Implement AI and Automation: Leverage Salesforce Einstein and other AI tools to implement intelligent case routing, auto-classification, next-best-action recommendations, and agent assistance features.
• Enhance Case Management Workflows: Design and maintain robust support processes, including case queues, escalation rules, SLAs, and omnichannel routing across email, chat, and web.
• Manage Experience Cloud and Knowledge Base: Oversee customer portals, knowledge articles, and self-service features to improve deflection rates and enhance the customer experience.
• Data Integrity and Governance: Ensure clean, high-quality support data through structured imports, validation rules, and automation. Collaborate with data governance teams to enforce data standards.
• Access Control and Security: Manage user roles, profiles, permission sets, sharing rules, and case visibility to maintain a secure and compliant support environment.
• Reporting and Dashboards: Create and maintain actionable dashboards and reports focused on support KPIs such as first response time, resolution time, SLA adherence, CSAT/NPS, and AI impact metrics.
• Release Management and Training: Evaluate Salesforce releases, test new functionality, and lead rollouts of new features. Train and support users to increase adoption of Service Cloud tools and AI capabilities.
• Cross-Functional Collaboration: Partner with business stakeholders to understand service needs and translate them into scalable, well-documented system solutions.

Who You Are

• Service Cloud Expert: You bring deep hands-on experience administering Salesforce Service Cloud and are comfortable working with complex support workflows, routing logic, and case management features.
• AI-Curious and Technically Proficient: You have experience (or strong interest) in implementing AI features like Salesforce Einstein, GPT integrations, or other intelligent automation tools to enhance service delivery.
• Data-Driven Problem Solver: You use dashboards, reporting, and AI insights to identify trends, improve operations, and support decision-making.
• Collaborative and Strategic: You can effectively engage with technical and non-technical stakeholders, translate requirements into platform solutions, and prioritize work in a fast-moving environment.
• User-Focused: You provide high-quality support to users, including training, documentation, and proactive system improvements.

Experience You’ll Need

• 7+ years of hands-on Salesforce Administration experience with a focus on Service Cloud.
• Proven experience managing and optimizing case management, automated service workflows, SLA tracking, and support-related automations.
• Familiarity with Salesforce AI tools (Einstein Case Classification, Bots, Next Best Action) or equivalent intelligent automation platforms.
• Experience with Experience Cloud, customer portals, and knowledge base management.
• Strong understanding of data modeling, user access, security, and reporting.
• Proven ability to support end-users and improve adoption through training, documentation, and direct engagement.

Experience That’s a Plus

• Hands-on experience with Salesforce Einstein, Einstein Bots, or AI chatbot integrations.
• Familiarity with Field Service Lightning, Customer Success tooling, AgentForce and channel management.
• Background in a startup or high-growth SaaS environment.
• Able to work from our Seattle a few days per week.

Work-Life and Culture

• Most of our roles offer the opportunity to work remotely
• If you are in the Seattle, WA area, we offer a vibrant and creative co-working space in the heart of downtown Seattle
• We prioritize applicants near one of our employee clusters and offer one or more local gatherings per year
• We provide outstanding benefits including family medical, dental, vision, disability, 401(k) administration and $1k match per year and thoughtful paid time off
• We offer 12 weeks of paid parental leave to all FTE employees (birthing and non-birthing) after 1 year, and four-week paid sabbatical leave after four years
• We offer a competitive total compensation package that includes monthly health insurance premiums, bonuses and long-term stock options for every employee
• We love to lift each other up through company-wide slack channels such as #puppiesandpets, #omnidian-wellness, #praiseandbooms and #sustainablefuture
• We have affinity groups to help employees feel seen and supported, such as Rainbow Array, BIPOC, Thriving Survivors, Vets at Omnidian, Black Lights Matter and Neurospicy R Us
• We are a passionate, mission driven team that believes in collaboration, mutual respect and trust. For examples, come Discover our Story!

Grow With Us

• We mentor and invest in our employees and prioritize them for future opportunities. Check out our Instagram reels to see a few career journey examples
• Internal candidates: Check out our advice on Internal Transfer: Job Application Process
• We’re a fast-growing Series-C company, which means we’re constantly reinventing processes, adding new products, and asking people to use all of their skills and talents. That means there’s gonna be a lot of opportunities for you to grow, which also means you will likely be stretched in ways you’ve never experienced in a job before. If you are resilient, determined, and not afraid of a big challenge, come apply.

$112,500 - $162,500 a year

Midpoint: $135,000

Committed to Parity: We place candidates within the band based on professional experience, not negotiating skills, as part of our overall effort to avoid gender pay discrepancy.

Comprehensive Benefits: We’ve got you covered with 100% of health insurance monthly premiums for employees, and 50% for dependents.

Performance Bonus: Because exceptional work deserves exceptional rewards.

Equity Stake: Join us in shaping the future and be rewarded for your dedication with stock options.

Continuous Growth: Up to $500 annual learning reimbursement because investing in your development is investing in our success.

Privacy

California-based candidates: To understand more about the data we collect and process as part of your application, please view our California Job Candidate Privacy Policy. https://www.omnidian.com/privacy-policy-ca-candidates/

Diversity and Inclusion

We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our customers. We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. We value diversity and inclusion and are committed to ensuring our hiring and retention practices, as well as our office culture, reflects this value.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

Omnidian is an equal opportunity employer.  We are committed to diversity in the workplace.  We make employment decisions on the basis of merit and business need.  We hire without consideration to age, ancestry, citizenship, disability, gender expression, gender identity, marital status, national origin, political activity or affiliation, race, religion, sexual orientation, veteran status, or any other basis protected by law.

We invite you to be part of our mission to create a workplace that is inclusive and welcoming to all.