Senior Salesforce Administrator

Salary Range: 112500 to 162500 (Currency: USD) (Pay period: per-year-salary)

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.