Senior Specialist, Critical Incident Communications

Salesforce

Senior Analyst in incident management for Salesforce's Critical Customer Response team. Focused on communication and strategy during critical incidents impacting customers.

Posted 7/14/2026full-timeIndianapolis • Illinois • 🇺🇸 United StatesSenior💰 $94,000 - $142,300 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in incident management and crisis communications, with a strong ability to translate complex technical concepts into clear business language. Proficient in developing strategies for customer success and ensuring incident response readiness through effective training and simulations.

Highest-signal resume keywords

Incident ManagementCrisis CommunicationsTechnical WritingCloud Infrastructure (AWS, GCP)Analytical Problem-Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Incident ManagementCrisis CommunicationsTechnical WritingCloud InfrastructureDatabase ArchitectureSecurityNetworksCustomer Relationship ManagementAnalytical SkillsProblem-Solving

Soft Skills

Exceptional WritingVerbal CommunicationAttention to DetailCollaborationAdaptability

Industry Keywords

SalesforceCustomer SuccessOn-Call ScheduleStakeholder CommunicationFast-Paced Environment

Tech Stack

Tools & technologies

AWSCloudGoogle Cloud Platform

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Benefits

Comp & perks

time off programs
medical
dental
vision
mental health support
paid parental leave
life and disability insurance
401(k)
employee stock purchasing program