Senior Incident Communications Lead

salesforce.com, inc.

Indianapolis (IN)

On-site

USD 94,000 - 142,300

Full time

14 days+

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Benefits offered by this job

Medical, dental, vision

Mental health support

Parental leave

Life and disability insurance

401(k)

Employee stock purchase program

Job summary

Salesforce is seeking a Senior Analyst for the Critical Customer Response team to manage communications during critical incidents. You will translate technical issues into clear business updates and coordinate with engineering, support, and executives to keep stakeholders informed.

This role requires strong writing, problem‑solving, and the ability to operate in a 24/7 incident center, with occasional on‑call coverage.

Qualifications

4–8 years in incident management, crisis communications, or technical writing.
Excellent writing, editing, and verbal communication skills.
Strong analytical and problem‑solving abilities.
Understanding of cloud platforms (AWS, GCP).
Ability to learn technical concepts and communicate them clearly.
Comfortable in fast‑paced, high‑pressure environments.
Experience with customers, executives, and customer‑facing teams.
Willingness to participate in on‑call rotations.

Responsibilities

Translate complex technical issues into business‑speak quickly during incidents.
Consolidate updates for customers, executives, and internal audiences.
Build partnerships across the Salesforce enterprise to align actions.
Help develop strategies to enable customer success.
Ensure incident readiness through trainings and drills.
Contribute to on‑call crisis communications when needed.