Critical Incident Communications Lead

Salesforce; Bellevue (WA); On-site; USD 107,000 - 178,000; Full time

Benefits offered by this job

Time off

Medical insurance

Dental insurance

Vision insurance

Mental health support

Parental leave

401(k)

Employee stock purchase plan

Job summary

Salesforce is seeking a CCR Manager to lead communications during critical incidents, translating complex tech issues into clear business language for customers and executives. You will consolidate inputs from engineering and support, craft timely updates, and drive cross-functional collaboration to protect customer trust.

The role emphasizes on-call readiness, incident readiness, and partnerships across the enterprise to foster customer success and trust.

Qualifications

• 5+ years of incident management, crisis communications, or technical writing experience.
• Exceptional writing, editing, and verbal communication skills.
• Excellent analytical and problem-solving abilities.
• Understanding of cloud infrastructure and platforms (AWS, GCP).
• Ability to learn technical concepts related to databases, security, networks, and CRM.
• Comfortable in fast-paced, high-pressure environments with competing priorities.
• Ability to synthesize information for diverse audiences and influence without authority.
• Experience working with customers, executives, and customer-facing teams.

Responsibilities

• Translate complex technical issues into clear business language during incidents.
• Consolidate information from engineering and support for updates to customers and executives.
• Develop partnerships across Salesforce to align on actions and communications.
• Help build strategies and action plans to enable customer success.
• Maintain incident readiness through training sessions and drills.
• Provide on-call coverage for crisis communications as needed.

Skills

Writing

Verbal communication

Analytical skills

Cloud knowledge

Technical comprehension

Stakeholder management

On-call readiness

Cross-functional collaboration

Job description

Salesforce is seeking a CCR Manager to lead communications during critical incidents, translating complex tech issues into clear business language for customers and executives. You will consolidate inputs from engineering and support, craft timely updates, and drive cross-functional collaboration to protect customer trust.

The role emphasizes on-call readiness, incident readiness, and partnerships across the enterprise to foster customer success and trust.