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.

EXPERIENCE YOU’LL NEED

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• 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

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• 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.

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• 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.