Senior Incident Communications Lead

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

Job summary

Salesforce is seeking a Senior Analyst for the Critical Customer Response (CCR) team. You will lead communications during critical incidents, translating complex issues into clear updates for customers, executives, and internal teams.

The role requires collaboration across the enterprise and occasional on-call coverage to support 24/7 operations. You will partner with engineering, support, and business units to ensure timely, accurate information sharing and drive actions that protect customer

Qualifications

• 4-8 years of experience in incident management, crisis communications, or technical writing.
• Exceptional writing, editing, and verbal communication skills.
• Experience with cloud infrastructure (AWS, GCP).
• Ability to learn technical concepts related to database architecture, security, networks, and CRM.
• Able to work in fast-paced environments and manage multiple priorities.

Responsibilities

• Translate complex technical issues into business-speak quickly during incidents.
• Consolidate information from engineering and support and write updates for varied audiences.
• Develop partnerships across the Salesforce enterprise for alignment across functions.
• Help build strategies and action plans enabling customer success.
• Ensure incident response readiness through trainings and drills.
• Be part of on-call rotations for crisis communications.

Skills

Incident management

Crisis communications

Technical writing

Communication skills

Adaptability

Tools

AWS

GCP

Job description

Salesforce is seeking a Senior Analyst for the Critical Customer Response (CCR) team. You will lead communications during critical incidents, translating complex issues into clear updates for customers, executives, and internal teams.

The role requires collaboration across the enterprise and occasional on-call coverage to support 24/7 operations. You will partner with engineering, support, and business units to ensure timely, accurate information sharing and drive actions that protect customer