Senior Incident Communications Lead

salesforce.com, inc.; Atlanta (GA); On-site; USD 94,000 - 142,000; Full time

Job summary

Salesforce is seeking a Senior Analyst for the Critical Customer Response (CCR) team to manage communications during critical incidents. You will translate technical information into clear, business-friendly updates for customers, executives, and internal audiences, coordinating across engineering and support to ensure timely, accurate communications.

The role requires strong writing and verbal skills, experience with cloud platforms, and the ability to work in a fast-paced environment.

Qualifications

• 4-8 years of experience in incident management, crisis communications, or technical writing.
• Exceptional writing, editing, and verbal communication skills.
• Excellent analytical and problem-solving skills.
• Understanding and experience with cloud infrastructure and platforms (AWS, GCP).
• Ability to learn and translate complex technical information for varied audiences.
• Comfortable in fast-paced, high-pressure environments with multiple priorities.
• Strong attention to detail and commitment to quality.
• Ability to collaborate with customers, executives, and customer-facing teams.
• Willingness to participate in on-call rotations.

Responsibilities

• Translate complex technical issues into clear, business-facing updates during critical incidents.
• Consolidate information from engineering and support and deliver updates for customers, executives, and internal audiences.
• Develop partnerships across the Salesforce enterprise to align on actions and communications.
• Support incident response readiness through training, simulations, and drills.
• On-call rotation for crisis communications to prepare customer-facing materials during unplanned incidents.

Skills

Incident management

Crisis communications

Technical writing

Executive communication

Customer-facing communications

Written communication

Verbal communication

Cross-functional collaboration

On-call readiness

Attention to detail

Tools

AWS

GCP

Job description

Salesforce is seeking a Senior Analyst for the Critical Customer Response (CCR) team to manage communications during critical incidents. You will translate technical information into clear, business-friendly updates for customers, executives, and internal audiences, coordinating across engineering and support to ensure timely, accurate communications.

The role requires strong writing and verbal skills, experience with cloud platforms, and the ability to work in a fast-paced environment.