Senior Analyst, Critical Customer Response

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Job Category

Program & Project Management

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

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