Senior Incident Communications Lead

Salesforce; Chicago (IL); On-site; USD 94,000 - 142,000; Full time

Job summary

Salesforce is seeking a Senior Analyst for the Critical Customer Response team to communicate clearly during major incidents, translating complex technical details into concise business updates for customers and executives.

You will consolidate information from engineering and support, write trusted updates for external sites and internal briefings, and partner across Salesforce to drive timely actions that protect customer success. This role supports a 24/7 incident program.

Qualifications

• 4-8 years in incident management, crisis communications, or technical writing.
• Excellent writing, editing, and verbal skills.
• Strong analytical and problem-solving abilities.
• Familiarity with cloud infrastructure (AWS, GCP).
• Ability to translate complex tech into business language.

Responsibilities

• Translate complex incidents into clear business updates for customers and executives.
• Consolidate data from engineering and support to produce updates.
• Partner across Salesforce to align messaging with stakeholders.
• Develop strategies and action plans to enable customer success.
• Support incident response readiness through drills and training.
• Occasional on-call rotation for crisis communications.

Skills

Incident management

Crisis communications

Technical writing

Executive communication

Stakeholder management

Tools

AWS

GCP

Job description

Salesforce is seeking a Senior Analyst for the Critical Customer Response team to communicate clearly during major incidents, translating complex technical details into concise business updates for customers and executives.

You will consolidate information from engineering and support, write trusted updates for external sites and internal briefings, and partner across Salesforce to drive timely actions that protect customer success. This role supports a 24/7 incident program.