Senior Salesforce Administrator, Service Cloud

Omnidian

207

Seattle, Washington, United States

Posted on: 2025-09-04

Category: renewables

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Employment type:

Full time

Experience required:

Senior

Salary

Salary not provided

About the company:

Lower operating costs. Reduce asset downtime. Increase portfolio profitability. 𝐏𝐚𝐫𝐭𝐧𝐞𝐫 𝐟𝐨𝐫 𝐆𝐫𝐨𝐰𝐭𝐡.

𝐏𝐞𝐫𝐟𝐨𝐫𝐦𝐚𝐧𝐜𝐞, 𝐆𝐮𝐚𝐫𝐚𝐧𝐭𝐞𝐞𝐝
We don’t just drive performance—we back it up with the option to include a 95% performance guarantee. How does it work? If a system generates less than 95% of the annual energy we forecasted upon testing, we’ll cover the shortfall.

𝐒𝐜𝐚𝐥𝐞 𝐘𝐨𝐮𝐫 𝐁𝐮𝐬𝐢𝐧𝐞𝐬𝐬
With Performance Assurance, our solar experts become an extension of your team so that you can grow and manage your portfolio at a fraction of the cost of hiring additional staff. You’ll have a dedicated portfolio manager—backed by a full team—tracking the health of your assets.

𝐈𝐧𝐭𝐞𝐥𝐥𝐢𝐠𝐞𝐧𝐭 𝐈𝐬𝐬𝐮𝐞 𝐃𝐞𝐭𝐞𝐜𝐭𝐢𝐨𝐧
Our AI-powered proprietary technology can detect and diagnose even minor issues that hinder performance. Using data from monitoring platforms and layering our technical capabilities, we filter out false alerts, allowing our team to respond immediately when action is required.

𝐑𝐞𝐦𝐨𝐯𝐞 𝐆𝐞𝐨𝐠𝐫𝐚𝐩𝐡𝐢𝐜 𝐋𝐢𝐦𝐢𝐭𝐚𝐭𝐢𝐨𝐧𝐬
Our vetted nationwide field service network covers over 33,000 zip codes, giving you unlimited geographic growth potential. All work is coordinated and reviewed by our team for quality, so you’ll have peace of mind knowing your assets are in good hands.

𝐒𝐭𝐫𝐞𝐚𝐦𝐥𝐢𝐧𝐞 𝐑𝐞𝐩𝐨𝐫𝐭𝐢𝐧𝐠
We provide easy access to centralized reporting for all system and performance data across your portfolio. Our reports ease the burden of consolidating data from different systems and providers, streamlining performance reporting and annual financial and ESG reporting.

𝐏𝐞𝐫𝐟𝐨𝐫𝐦𝐚𝐧𝐜𝐞 𝐀𝐬𝐬𝐮𝐫𝐚𝐧𝐜𝐞 𝐏𝐥𝐚𝐧𝐬
Find the right complement to your business with our customizable Performance Assurance Plans. All plans include dedicated experts who work with you to drive the performance of your solar assets—so you can rest assured that your investments are protected.

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.

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.

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.

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