Critical Incident Communications, Senior Specialist

Role Description

Senior Analyst for the Salesforce Critical Customer Response (CCR) team. Responsible for effectively communicating with Salesforce customers, customer‑facing organizations, and executives during critical technical incidents to ensure timely, accurate, and meaningful information is shared. Serves as a primary member of the CCR team, collaborating on communications for unplanned service disruptions, performance degradations, security incidents, and other urgent events.

Trust is built through clear, concise, and timely communication. Our customers and internal stakeholders rely on the information they need to make decisions and respond to change. We are a technology and business communications program that builds and maintains high‑trust relationships in times of expected change and rebuilds that trust in times of challenge, providing the “voice of Salesforce” across the product catalogue.

• Take complex technical issues and concepts during critical incidents and translate them into “business‑speech” quickly and efficiently.
• Consolidate information from different sources (engineering and support) and write appropriate updates for different audiences—including customers, executives, and internal teams—ensuring stakeholders are kept informed during incidents and always have the most up‑to‑date information.
• Develop trusted partnerships and collaborate across the Salesforce enterprise to build good working relationships across all functions and achieve alignment across the business.
• Help build strategies and action plans that enable customers for success.
• Ensure incident response readiness through training sessions, periodic incident‑response simulations, tests, and drills.
• Be part of an occasional on‑call rotation for crisis communications to develop customer‑facing materials addressing unplanned incidents and events that impact customers’ ability to use the Salesforce service.

• 4‑8 years of experience in incident management, crisis communications, or technical writing.
• Exceptional writing, editing, and verbal communication skills.
• Excellent analytical and problem‑solving skills.
• Understanding and experience with cloud infrastructure and platforms such as AWS and GCP.
• Ability to learn and deeply understand technical information and concepts, especially as they relate to database architecture, security, networks, and CRM principles.
• Comfortable working in a fast‑paced environment, sometimes high‑pressure or stressful situations, while successfully handling multiple priorities.
• Ability to synthesize technical and non‑technical details from different teams and determine which information is most relevant for different audiences.
• Experience working with customers, executives, and customer‑facing teams, with the ability to lead without direct authority.
• Excruciating attention to detail, a commitment to quality, and dogged perseverance to meet deadlines.
• Collaborative team player who approaches challenges in a way that meets the needs of others.
• Accommodation of an on‑call schedule for technology crisis communications, including possible weekend and holiday work.

• Experience with Salesforce platforms.
• Trailhead Ranger status and Salesforce certifications.
• Prior experience in a 24/7/365 operations environment.
• Experience creating customer‑facing communications.
• Project/program and change‑management skill.

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Salesforce offers benefits including time‑off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), employee stock‑purchasing program, and more. The typical base salary range for this position is $94,000‑$142,300 annually. Details about company benefits can be found here:

Salesforce is an equal‑opportunity employer and maintains a non‑discrimination policy with all employees and applicants for employment. We believe in equality for all and lead by creating an inclusive workplace free from discrimination. Employment decisions are based on merit, competence, and qualifications without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, transgender status, age, disability, veteran or marital status, or other protected classifications.

Our compensation, benefits, and promotions are fair and merit‑based.