Salesforce · 1 day ago
Critical Incident Communications, Senior Analyst
Georgia - Atlanta
Full-time
Hybrid
Mid, Senior Level
$103K/yr - $142K/yr
4+ years expSalesforce is the #1 AI CRM, where humans with agents drive customer success together. They are seeking a Senior Analyst to contribute to their incident management program, focusing on effective communication during critical technical incidents with customers and executives. The role involves collaborating across the Salesforce organization to ensure timely and accurate information is shared during incidents.
Agentic AIArtificial Intelligence (AI)Cloud ComputingCRMSaaSSales EnablementSoftware
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
Qualification
Required
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
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
Benefits
Time off programs
Medical
Dental
Vision
Mental health support
Paid parental leave
Life and disability insurance
401(k)
An employee stock purchasing program
Company
Salesforce
Salesforce is a cloud-based software company that provides customer relationship management software and applications.
10001+ employees
H1B Sponsorship
Salesforce has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (1883)
2024 (2296)
2023 (1850)
2022 (2849)
2021 (2124)
2020 (1960)
Funding
Current Stage
Public CompanyTotal Funding
$65.38MKey Investors
Starboard ValueEmergence CapitalHalsey Minor
2022-10-18Post Ipo Equity
2004-06-23IPO
2003-01-01Series Unknown· $1M
Leadership Team
Arundhati Bhattacharya
Chairman & Ceo Salesforce India
Marc Benioff
Chair & CEO
Recent News
2026-01-22
Benzinga.com
2026-01-21
Company data provided by crunchbase