Senior Incident Communications Lead

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

Job summary

Salesforce CCR Senior Analyst role focuses on communicating effectively with customers and executives during critical incidents, translating complex technical details into business-friendly language. You will draft updates, coordinate with engineering and support teams, and help build response strategies while maintaining high standards of accuracy.

Occasional on-call duties may apply. This position requires 4–8 years in incident management or technical writing, excellent writing and verbal

Qualifications

• 4–8 years of incident management, crisis communications, or technical writing experience
• Exceptional writing, editing, and verbal communication skills
• Strong analytical and problem-solving abilities
• Understanding of cloud infrastructure and platforms such as AWS and GCP
• Ability to learn and explain complex technical concepts clearly

Responsibilities

• Translate complex technical issues into concise, business-friendly updates during incidents
• Consolidate information from multiple sources and write updates for customers, execs, and internal teams
• Develop partnerships across the Salesforce enterprise to align stakeholders
• Help build strategies and action plans to enable customer success
• Ensure incident readiness through training, simulations, tests, and drills
• Participate in occasional on-call rotations for crisis communications

Skills

Incident management

Crisis communications

Technical writing

Verbal communication

Analytical skills

Cloud infrastructure (AWS/GCP)

Job description

Salesforce CCR Senior Analyst role focuses on communicating effectively with customers and executives during critical incidents, translating complex technical details into business-friendly language. You will draft updates, coordinate with engineering and support teams, and help build response strategies while maintaining high standards of accuracy.

Occasional on-call duties may apply. This position requires 4–8 years in incident management or technical writing, excellent writing and verbal