Senior Incident Communications Strategist

Leadout Capital; Indianapolis (IN); On-site; USD 90,000 - 130,000; Full time

Job summary

Salesforce is seeking a Senior Analyst for the Critical Customer Response team to translate complex technical incidents into clear, timely updates for customers, executives, and internal audiences.

You will collaborate across engineering, support, and business units to ensure accurate information, participate in on-call rotations, and help drive customer success while upholding Salesforce values of trust and transparency.

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 cloud infrastructure and platforms like AWS or GCP.
• Ability to learn 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 varied audiences.
• Experience with customers, executives, and customer-facing teams; able to lead without direct authority.

Responsibilities

• Translate complex technical issues into clear business language during critical incidents.
• Consolidate information from engineering and support for updates to customers and executives.
• Develop partnerships across the Salesforce enterprise to align actions.
• Help build strategies and action plans enabling customer success.
• Ensure incident response readiness through training and drills.
• Participate in on-call rotation for crisis communications.

Skills

Crisis communications

Incident management

Technical writing

Verbal communication

Analytical thinking

Stakeholder management

On-call readiness

Tools

AWS

GCP

Job description

Salesforce is seeking a Senior Analyst for the Critical Customer Response team to translate complex technical incidents into clear, timely updates for customers, executives, and internal audiences.

You will collaborate across engineering, support, and business units to ensure accurate information, participate in on-call rotations, and help drive customer success while upholding Salesforce values of trust and transparency.