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.

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