Critical Customer Response Manager

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Job Category
Program & Project Management

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

The Salesforce Critical Incident Center team seeks a Manager with excellent communication and creative problem-solving skills to contribute to our incident management program. The ideal candidate combines technical expertise with exceptional communication skills, driven by curiosity, tenacity, and a commitment to continuous learning.

The role is primarily focused on effectively communicating with customers, Salesforce's customer-facing organizations, and Salesforce's executives during critical technical incidents, ensuring the information we're sharing is timely, accurate, and meaningful. You will function as a primary member of the Critical Customer Response team, collaborating on a variety of communications outputs for unplanned service disruptions, security incidents, and other urgent customer-impacting events, as necessary. The role requires thinking critically and dealing with ambiguity during fast-paced, ever-changing incident response situations.

As the Critical Incident Center is a 24 x 7 operation, this role may require you to cover occasional weekend shifts or sometimes outside of normal working hours. This role is for communicators with a passion for customer advocacy and helping customers achieve success and business growth while maintaining Salesforce's key values of trust and transparency.

Responsibilities:

• Convert technical incident details into clear, targeted communications for diverse audiences under tight deadlines
• Consolidate information from different sources (engineering and support) and write appropriate updates for different audiences including customers (external Trust site), executives (internal summaries), and customer-facing (internal with greater detail) ensuring stakeholders are kept informed during incidents and always have the most up-to-date information
• Responsible for writing real-time executive-level communications for Salesforce executives at the CEO level
• Develop trusted partnerships with all internal stakeholders to help build strategies and action plans that enable customers for success
• Be part of the on-call rotation for crisis communications to develop customer-facing materials to address unplanned incidents and events that impact customers' ability to use the Salesforce service

• Relevant experience in incident management, crisis communications, or technical writing
• Bachelor's degree in Communications, Marketing, Engineering or related field
• Exceptional writing, editing, and verbal communication skills with the ability to tailor content for diverse internal and external audiences
• Understanding of cloud infrastructure and platforms (AWS, GCP), database architecture, security, networks, and CRM principles
• High-level knowledge of cloud computing, networks, servers, storage systems, and other data center hardware
• Ability to quickly learn and translate complex technical concepts into clear, audience-appropriate communications
• Proven experience working with customers, executives, and cross-functional teams, with ability to lead and influence without direct authority
• Ability to obtain information from multiple subject-matter experts who have many demands on their time during a critical incident
• Sharp sense of situational urgency and execution skills
• Thrives in fast-paced, high-pressure environments while managing multiple priorities with meticulous attention to detail
• Collaborative problem-solver who finds creative solutions rather than roadblocks
• Availability for on-call rotation including occasional weekend and holiday coverage

• Experience in an incident management or crisis communications role.
• Demonstrable editorial skills and ability to provide writing support and coaching to our global team members
• Experience with Salesforce platforms. Trailhead Ranger status and Salesforce certifications
• Prior experience in a 24x7x365 operations environment is a benefit
• Experience leading cross-functional projects or initiatives
• Project/program and change management skills
• Knowledge of generative AI tools