Crisis Communications Manager — Critical Incidents

salesforce.com, inc.; Bellevue (WA); On-site; USD 117,000 - 178,000; Full time

Job summary

Salesforce seeks a CCR Manager to lead incident communications, translating complex technical issues into clear business updates for customers and executives. You will consolidate inputs from engineering and support, write timely updates, and partner across the company to drive informed action during critical events.

The role requires strong writing and analytical skills, experience with cloud platforms (AWS, GCP), and comfort with on-call rotations in a fast-paced environment.

Qualifications

• 5+ years in incident management, crisis communications, or technical writing.
• Exceptional writing, editing, and verbal communication skills.
• Excellent analytical and problem-solving skills.
• Understanding of cloud infrastructure such as AWS and GCP.
• Ability to learn complex technical information (database architecture, security, networks, CRM).
• Comfortable in fast-paced, high-pressure environments with multiple priorities.
• Ability to synthesize technical details for varied audiences.
• Experience working with customers, executives, and customer-facing teams.
• Willingness to participate in on-call rotations for crisis communications.

Responsibilities

• Translate complex technical issues into clear business updates for diverse audiences.
• Consolidate information from engineering and support to produce updates for customers, executives, and internal teams.
• Build trusted partnerships across Salesforce to align actions and communications.
• Help develop strategies and plans that enable customer success.
• Ensure incident readiness through training, simulations, tests, and drills.
• Occasionally participate in on-call rotations for crisis communications.

Skills

Incident management

Crisis communications

Technical writing

Communication

Problem solving

Attention to detail

Stakeholder management

On-call readiness

Fast-paced environment

Tools

AWS

GCP

Salesforce Platform

Job description

Salesforce seeks a CCR Manager to lead incident communications, translating complex technical issues into clear business updates for customers and executives. You will consolidate inputs from engineering and support, write timely updates, and partner across the company to drive informed action during critical events.

The role requires strong writing and analytical skills, experience with cloud platforms (AWS, GCP), and comfort with on-call rotations in a fast-paced environment.