Senior Incident Communications Strategist

Salesforce; Atlanta (GA); On-site; USD 94,000 - 142,000; Full time

Benefits offered by this job

Job summary

Salesforce is seeking a Senior Analyst for the Critical Customer Response (CCR) team to lead incident communications during unplanned outages and critical events. You will translate technical details into business language and write updates for customers and executives, partnering across the enterprise to ensure timely, accurate information is shared.

This role requires strong writing, crisis communications experience, and the ability to operate in a 24/7 environment with on‑call

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 of cloud infrastructure and platforms (AWS, GCP).
• Ability to learn and explain complex technical concepts related to databases, security, networks, and CRM.
• Comfortable in fast‑paced, high‑pressure environments with multiple priorities.
• Ability to synthesize technical details for different audiences.
• Experience working with customers, executives, and customer‑facing teams.
• Attention to detail, quality focus, and perseverance.
• Collaborative team player who seeks workable solutions.
• Willingness to participate in on‑call rotations.

Responsibilities

• Translate complex technical issues into business‑speak quickly and clearly.
• Consolidate information from engineering and support for updates to customers and executives.
• Develop trusted partnerships across the Salesforce enterprise.
• Help build strategies and action plans to enable customer success.
• Ensure incident readiness through training, simulations, and drills.
• Occasional on‑call rotation to develop customer‑facing materials during incidents.

Skills

Incident management

Crisis communications

Technical writing

Writing

Collaboration

Education

Bachelor's degree

Tools

AWS

GCP

Job description

Salesforce is seeking a Senior Analyst for the Critical Customer Response (CCR) team to lead incident communications during unplanned outages and critical events. You will translate technical details into business language and write updates for customers and executives, partnering across the enterprise to ensure timely, accurate information is shared.

This role requires strong writing, crisis communications experience, and the ability to operate in a 24/7 environment with on‑call