Senior Analyst, Critical Customer Response

Trust is built through clear, concise and timely communication. Our customers and internal stakeholders rely on having the information they need to make decisions and respond to change, and we provide that information. We are the technology and business communications program that builds and maintains high-trusted relationships in times of expected change and rebuilds that trust in times of challenges.
Our efforts, impact and achievements in these spaces are how we build and deliver the "voice of Salesforce" across the Salesforce product catalogue and achieve visibility.
We build and cultivate a team-first approach that focuses on equality and trust within our group, where every individual has a voice and contributions are recognized. We help our team grow through feedback and focus on creating a high-performance culture.

Role Description:

The Salesforce Critical Customer Response (CCR) team seeks a Senior Analyst with excellent communication, organizational, and creative problem-solving skills to contribute to our incident management program.

This role is primarily focused on effectively communicating with Salesforce customers, customer-facing organizations, and 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 CCR team, collaborating on a variety of communications outputs for unplanned service disruptions, performance degradations, 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.

This responsibility includes collaborating and partnering with the entire Salesforce organization to drive action and foster growth. As a member of the Global Critical Incident Center, the CCR team member is both technically competent and business-oriented.

As the Critical Incident Center is a 24 x 7 operation, the CCR Senior Analyst may be required to cover occasional rotating weekend shifts and be flexible to work across all three geographical regions AMER, EMEA, and APAC. 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:

• Take complex technical issues and concepts during critical incidents and translate them into "business-speak" quickly and efficiently
• 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
• Develop trusted partnerships and collaborate throughout the Salesforce enterprise to build good working relationships across all functions and alignment across the business
• Help build strategies and action plans that enable customers for success
• Develop close partnerships and collaborate across the enterprise to build good working relationships across all functions and alignment across the business
• Ensure Incident Response readiness through training sessions, periodic incident response simulations, tests, and drills
• Be part of occasional 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

Requirements:

• 4-8 years of experience in areas of incident management, crisis communications or technical writing
• Bachelor's degree in Communications, Marketing, Computer Science or other equivalent experience
• Exceptional writing, editing, and verbal communication skills
• Excellent analytical and problem-solving skills
• Understanding and experience in cloud infrastructure and platforms, such as AWS and GCP
• Ability to learn and deeply understand technical information and concepts, especially as it relates to database architecture, security, networks, and customer relationship management principles
• Comfortable working in a fast-paced environment, in sometimes high-pressure, or stressful situations, while successfully handling multiple priorities
• Ability to synthesize technical and non-technical details from different teams and determine which information is most relevant for different audiences
• Experience working with customers, executives, and customer-facing teams, with the ability to lead without direct authority
• Excruciating attention to detail, a commitment to quality, and dogged perseverance to meet deadlines
• Collaborative team player who doesn't just say 'no, we can't do this', but approaches challenges in a way to meets the needs of others
• Accommodation of an on-call schedule for technology crisis communications where some weekend and holiday on-call work can be required

Desired Experience and Skills

• Experience with Salesforce platforms. Trailhead Ranger status and Salesforce certifications are a plus
• Prior experience in a 24x7x365 operations environment is a benefit
• Experience creating customer-facing communications
• Project/program and change management skills

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.