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.