Critical Customer Response Manager

The Salesforce Critical Incident Center team seeks a Manager with excellent communication and creative problem-solving skills to contribute to our incident management program. The ideal candidate combines technical expertise with exceptional communication skills, driven by curiosity, tenacity, and a commitment to continuous learning.

The role is primarily focused on effectively communicating with customers, Salesforce’s customer-facing organizations, and Salesforce’s 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 Critical Customer Response team, collaborating on a variety of communications outputs for unplanned service disruptions, 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.

As the Critical Incident Center is a 24 x 7 operation, this role may require you to cover occasional weekend shifts or sometimes outside of normal working hours. 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

Convert technical incident details into clear, targeted communications for diverse audiences under tight deadlines

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

Responsible for writing real-time executive-level communications for Salesforce executives at the CEO level

Develop trusted partnerships with all internal stakeholders to help build strategies and action plans that enable customers for success

Be part of the 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

Relevant experience in incident management, crisis communications, or technical writing
Bachelor's degree in Communications, Marketing, Engineering or related field
Exceptional writing, editing, and verbal communication skills with the ability to tailor content for diverse internal and external audiences
Understanding of cloud infrastructure and platforms (AWS, GCP), database architecture, security, networks, and CRM principles
High-level knowledge of cloud computing, networks, servers, storage systems, and other data center hardware
Ability to quickly learn and translate complex technical concepts into clear, audience-appropriate communications
Proven experience working with customers, executives, and cross-functional teams, with ability to lead and influence without direct authority
Ability to obtain information from multiple subject-matter experts who have many demands on their time during a critical incident
Sharp sense of situational urgency and execution skills
Thrives in fast-paced, high-pressure environments while managing multiple priorities with meticulous attention to detail
Collaborative problem-solver who finds creative solutions rather than roadblocks
Availability for on-call rotation including occasional weekend and holiday coverage

Desired Experience and Skills

Experience in an incident management or crisis communications role.

Demonstrable editorial skills and ability to provide writing support and coaching to our global team members

Experience with Salesforce platforms. Trailhead Ranger status and Salesforce certifications

Prior experience in a 24x7x365 operations environment is a benefit

Experience leading cross-functional projects or initiatives

Project/program and change management skills

Knowledge of generative AI tools