# Critical Incident Communications, Senior Specialist

**Company**: Salesforce
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Category**: Communications
**Industry**: Technology

**Apply**: https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Georgia---Atlanta/Critical-Incident-Communications--Senior-Specialist_JR345444?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_63794ff9-107

## Description

The Salesforce Critical Customer Response (CCR) team seeks a Senior Specialist with excellent communication, organisational, 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 organisations, 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.

**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.

- Ensure Incident Response readiness through training sessions, periodic incident response simulations, tests, and drills.

- Be part of an 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.

**Minimum Requirements:**

- 4-8 years of experience in areas of incident management, crisis communications, or technical writing.

- 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 synthesise 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.

**Preferred Requirements:**

- Experience with Salesforce platforms. Trailhead Ranger status and Salesforce certifications are a plus.

- Prior experience in a 24/7/365 operations environment is a benefit.

- Experience creating customer-facing communications.

- Project/program and change management skill.

## Skills

### Required
- incident management
- crisis communications
- technical writing
- cloud infrastructure
- AWS
- GCP
- analytical skills
- problem-solving skills
- communication skills

### Nice to have
- Salesforce platforms
- Trailhead Ranger status
- Salesforce certifications
- project management
- change management

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Source: [Apply at salesforce.wd12.myworkdayjobs.com](https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Georgia---Atlanta/Critical-Incident-Communications--Senior-Specialist_JR345444?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)