Senior Critical Incident Communications Lead

100 Salesforce, Inc.; Atlanta (GA); On-site; USD 94,000 - 142,000; Full time

Job summary

Salesforce in the United States is seeking a Senior Analyst for the Critical Customer Response team to manage communications during critical incidents, translating technical details into clear business updates for customers, executives, and internal stakeholders.

You will collaborate across engineering, support, and product teams, participate in on‑call coverage, and help shape incident response readiness while upholding Salesforce's trust and transparency.

Qualifications

• 4–8 years of experience in incident management, crisis communications, or technical writing.
• Exceptional writing, editing, and verbal communication skills.
• Strong analytical and problem‑solving abilities.
• Experience with cloud platforms (AWS, GCP) and related concepts.

Responsibilities

• Translate complex technical issues into clear, business‑oriented updates during incidents.
• Consolidate information from engineering and support to produce audience‑specific updates.
• Develop partnerships across Salesforce to align communications across functions.
• Help build strategies and action plans enabling customer success.
• Prepare customer‑facing materials for incident response and post‑incident reviews.
• Ensure incident readiness through training, drills, and simulations.
• Participate in on‑call rotations for crisis communications.

Skills

Incident management

Crisis communications

Technical writing

Writing and editing

Analytical thinking

Cross‑functional collaboration

Tools

AWS

GCP

Job description

Salesforce in the United States is seeking a Senior Analyst for the Critical Customer Response team to manage communications during critical incidents, translating technical details into clear business updates for customers, executives, and internal stakeholders.

You will collaborate across engineering, support, and product teams, participate in on‑call coverage, and help shape incident response readiness while upholding Salesforce's trust and transparency.