Senior Crisis Communications & Incident Response Lead

salesforce.com, inc.; Chicago (IL); On-site; USD 94,000 - 142,300; Full time

Benefits offered by this job

Time off programs

Medical coverage

401(k)

Employee stock purchase program

Job summary

Salesforce is seeking a Senior Analyst for its Critical Customer Response team to manage communications during critical incidents. You will translate complex issues into clear, timely updates for customers, executives, and internal teams, driving action and accountability across the organization.

The role requires strong writing, collaboration, and the ability to work in a 24/7 environment, with exposure to cloud platforms and crisis management best practices.

Qualifications

• 4-8 years in incident management, crisis communications, or technical writing.
• Exceptional writing, editing and verbal communication skills.
• Strong analytical and problem-solving abilities.
• Understanding of cloud platforms such as AWS and GCP.
• Ability to learn and explain complex technical information.
• Comfortable in fast-paced, high-pressure environments with multiple priorities.
• Synthesize technical details for diverse audiences.
• Experience working with customers, executives and cross-functional teams.
• High attention to detail and reliability.
• Collaborative team player open to challenges and on-call duties.

Responsibilities

• Translate complex technical issues into business-friendly updates for varied audiences.
• Consolidate information from engineering and support for customer and executive updates.
• Build trusted partnerships across Salesforce to align action plans.
• Help develop strategies and actions that enable customer success.
• Collaborate across the enterprise to ensure alignment and readiness.
• Ensure incident response readiness through training and drills.
• Participate in occasional on-call rotations for crisis communications.

Skills

Crisis communications

Technical writing

Executive communication

Analytical thinking

Fast-paced adaptability

Collaboration

Customer-facing experience

Attention to detail

Learning complex concepts

Tools

Salesforce

AWS

GCP

Job description

Salesforce is seeking a Senior Analyst for its Critical Customer Response team to manage communications during critical incidents. You will translate complex issues into clear, timely updates for customers, executives, and internal teams, driving action and accountability across the organization.

The role requires strong writing, collaboration, and the ability to work in a 24/7 environment, with exposure to cloud platforms and crisis management best practices.