Critical Incident Communications, Senior Specialist

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About the role

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. 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. 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 that the information shared is timely, accurate, and meaningful. You will serve 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 needed. The role requires critical thinking and handling ambiguity in 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 24/7 operation, the CCR Senior Analyst may occasionally be required to provide additional coverage a few times a year under special circumstances. 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. Team Vision: Trust is built through clear, concise, and timely communication. Our customers and internal stakeholders rely on the information they need to make decisions and respond to change, and we provide it. We are a 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. 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

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