Communications Specialist supporting federal clients with FOIA compliance and document review. Collaborating with attorneys and stakeholders to ensure timely and compliant FOIA responses.
About the role
- Senior Analyst managing critical incident communications for Salesforce's customers and executives. Collaborating on urgent communications and ensuring timely and accurate information sharing during incidents.
Responsibilities
- Take complex technical issues and concepts during critical incidents and translate them into “business-speak” quickly and efficiently.
- Consolidate information from different sources (engineering and support) and write appropriate updates for different audiences, including customers (external Trust site), executives (internal summaries), and customer-facing (internal with greater detail,) ensuring stakeholders are kept informed during incidents and always have the most up-to-date information.
- Develop trusted partnerships and collaborate throughout the Salesforce enterprise to build good working relationships across all functions and alignment across the business.
- Help build strategies and action plans that enable customers for success.
- Develop close partnerships and collaborate across the enterprise to build good working relationships across all functions and alignment across the business.
- 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 to address unplanned incidents and events that impact customers’ ability to use the Salesforce service.
Requirements
- 4-8 years of experience in areas of incident management, crisis communications, or technical writing
- Exceptional writing, editing, and verbal communication skills
- Excellent analytical and problem-solving skills
- Understanding and experience in cloud infrastructure and platforms, such as AWS and GCP
- Ability to learn and deeply understand technical information and concepts, especially as it relates to database architecture, security, networks, and customer relationship management principles
- Comfortable working in a fast-paced environment, in 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 doesn't just say ‘no, we can't do this’, but approaches challenges in a way to meets the needs of others
- Accommodation of an on-call schedule for technology crisis communications, where some weekend and holiday on-call work can be required
Benefits
- Health insurance
- 401(k)
- Paid parental leave
- Life and disability insurance
- Time off programs
- Mental health support
- Employee stock purchasing program
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