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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 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 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 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

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

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