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Westminster, Colorado, United States
Onsite
Ready to pioneer the future of customer support technology? Trimble is looking for an analytical, forward-thinking leader to orchestrate our Salesforce Service Cloud ecosystem and drive AI-driven transformation across global industries.
About Us:
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. For more information, visit: construction.trimble.com.
What Makes This Role Great:
In this role, you will serve as the premier strategic architect for our global customer support ecosystem, directly driving the integration of next-generation AI, automation, and omnichannel solutions to shape how millions of customers interact with our technology.
Key Exciting 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
• 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.
Logistics
Location: Westminster, CO
Travel Requirement: 10%
Why You'll Love Working With Us
At Trimble, we're not just a company that "does good"—we are a team dedicated to making a tangible, positive Real-World Impact. We build innovative solutions designed to solve the world's most critical challenges. From construction sites to transportation hubs, our work tangibly improves how people live, build, move, and grow.
You'll work on projects that truly matter: Our purpose-driven culture means you'll be helping to build and deliver solutions that make work faster, safer, and more sustainable for millions of people worldwide. Our impact is tangible, from connected machines that save fuel to data-driven insights that reduce waste.
Collaborate with like-minded people: Our strong internal culture is a "hidden gem." You will work with a collaborative, supportive team that shares your purpose and fosters a genuine sense of belonging. We're a company of "visionary pragmatists" who think boldly and build things that work.
Be an owner: Trimble thrives on individuals who take initiative and embrace ownership. You'll find an entrepreneurial spirit where success is often "self-authored," empowering proactive "doers."
Salesforce Service Cloud, Domain Owner, CRM Product Manager, Salesforce Solutions Architect, Omnichannel Support, Contact Center AI, Case Management, Salesforce Automation, Customer Support Operations, Westminster Technology Jobs
Compensation: Trimble provides the following compensation range and general description of other compensation and benefits that it in good faith believes it might pay and/or offer for this position. 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.
Hiring Range
$170,600.00–$234,600.00Pay Rate Type
SalaryBonus Eligible?
YesCommission Eligible?
No
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. If this position is identified above as commission- or bonus-eligible, the terms of the commission plan or discretionary bonus plan for which you are eligible will be provided following the employee start date.
How to Apply: Please submit an online application for this position by clicking on the ‘Apply Now’ button located in this posting.
Application Deadline: Trimble accepts applications on an ongoing basis until the position is filled.
At Trimble, we are committed to fostering a diverse, inclusive, and equitable workplace where everyone can thrive. Guided by our core values—Belong, Innovate, and Grow—we embrace and celebrate differences, knowing they make us stronger and more innovative. We are proud to be an equal opportunity employer, welcoming individuals of all backgrounds and advancing opportunities while embracing race, color, gender identity, sexual orientation, religion, disability, veteran status, or any other protected and diverse characteristic. We are committed to offering our candidates and employees with disabilities or sincerely held religious beliefs the ability to seek reasonable accommodations in accordance with applicable law and/or where it would not constitute undue hardship for Trimble. For more, please see Trimble's Code of Business Conduct and Ethics at https://investor.trimble.com, under “Corporate Governance.”
Our mission to transform the way the world works starts with transforming how we work together. By actively listening, asking questions, and taking intentional actions, we cultivate a culture that provides equitable opportunities for everyone to contribute and grow.
Candidate Privacy Notices by Country
If you need assistance or would like to request an accommodation in connection with the application process, please contact careers@trimble.com.