Critical Incident Communications Manager

What you'll do

• Translate complex technical issues into clear business-speak for various stakeholders during critical incidents.
• Consolidate information from engineering and support teams to write updates for customers, executives, and internal teams.
• Ensure incident response readiness through training sessions, periodic simulations, tests, and drills.
• Develop strategies and action plans that enable customer success during service disruptions.
• Build and maintain trusted partnerships across all functions within the Salesforce enterprise.
• Participate in an occasional on-call rotation to develop customer-facing materials for unplanned incidents.
• Manage communications for performance degradations, security incidents, and other urgent customer-impacting events.

What we're looking for

• 5+ years of experience in 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 understand technical concepts regarding database architecture, security, networks, and CRM principles.
• Experience working with customers, executives, and customer-facing teams with the ability to lead without direct authority.
• Ability to work in a fast-paced environment and accommodate an on-call schedule for technology crisis communications.
• Experience with Salesforce platforms, Trailhead Ranger status, or Salesforce certifications (preferred).