Senior Analyst, Critical Customer Response

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Job Category

Program & Project Management

Job Details

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Timely, clear, and consistent action and communication are the foundation of customer and internal stakeholder trust for the Critical Customer Response team at Salesforce. Our customers and partners rely on knowing that Salesforce is in control when challenges arise. We are a centralized program responsible for building and maintaining trusted relationships, mobilizing the right teams and resources during critical moments, and helping rebuild trust through effective post-incident engagement and communication. We continuously refine how we operate by improving the quality, consistency, and clarity of our communications, while simplifying and scaling the processes that support them. We foster a team-first culture built on trust, equality, and accountability, where every voice matters, contributions are recognized, and feedback is used to drive growth and high performance.
 

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 focused on owning and delivering clear, timely, and consistent communications for 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 the ability to handle ambiguity in fast-paced, ever-changing incident response situations.

This role includes partnering across the Salesforce organization to drive action, alignment, and timely decision-making during incidents. 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 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 various 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.

• Exercise sound judgment under pressure, including clearly communicating what is known, what is not yet known, and what actions are underway during evolving incidents.

• 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

Requirements:

• 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 Amazon Web Services (AWS) and GCP

• Comfortable working with structured communication processes, documentation systems, and AI-assisted tools to support consistent and scalable incident communications

• 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

• Exceptional attention to detail, a strong commitment to quality, and persistence in meeting deadlines

• Collaborative team player who doesn't just say ‘no, we can't do this’, but approaches challenges in a way that 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

• Experience writing executive-ready communications and the ability to challenge unclear or incomplete technical narratives constructively

Desired Experience and Skills

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

• Prior experience in a 24x7x365 operations environment is a benefit

• Experience creating customer-facing communications

• Project/program and change management skills

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