Crisis Communications Manager, Critical Incidents

Salesforce, Inc.; Northern (KY); Hybrid; USD 117,000 - 178,000; Full time

Job summary

Salesforce, Inc. seeks a CCR Manager to lead communications during critical incidents, translating technical details for customers and executives. You’ll craft updates, coordinate with engineering and support, and help drive action across the enterprise to protect customer trust.

The role requires 5+ years in incident management or crisis communications, excellent writing, and deep cloud knowledge (AWS/GCP). On-call coverage and 24/7 readiness are part of the responsibilities.

Qualifications

• 5+ years in incident management, crisis communications, or technical writing.
• Exceptional writing, editing and verbal communication skills.
• Experience with cloud infrastructure and platforms (AWS, GCP).

Responsibilities

• Translate complex technical issues into business-speak for diverse audiences.
• Consolidate information across engineering and support for updates to customers and executives.
• Develop partnerships across the Salesforce enterprise to align on actions during incidents.
• Help build incident response strategies and action plans for customer success.
• Maintain incident readiness through training, simulations, and drills.
• Participate in on-call rotation for crisis communications as needed.

Skills

Incident management

Crisis communications

Technical writing

Verbal communication

Analytical skills

Cloud platforms (AWS, GCP)

On-call readiness

Tools

AWS

GCP

Job description

Salesforce, Inc. seeks a CCR Manager to lead communications during critical incidents, translating technical details for customers and executives. You’ll craft updates, coordinate with engineering and support, and help drive action across the enterprise to protect customer trust.

The role requires 5+ years in incident management or crisis communications, excellent writing, and deep cloud knowledge (AWS/GCP). On-call coverage and 24/7 readiness are part of the responsibilities.