Critical Incident Communications, Manager

Salesforce
Bellevue, Seattle, Atlanta, Indianapolis
Workplace: OnsiteFull timeUSD 117,400 - 177,600 annuallyFunction: Communications, PR & CommunityExperience: 5+ yearsSkills: ["Communication","Writing","Analytical thinking","Problem-solving","Attention to detail"]

Own Salesforce’s critical incident communications by translating complex technical issues into clear, timely business updates for customers, executives, and customer-facing teams. Partner across engineering, support, and the enterprise to consolidate incident facts, maintain trust during service disruptions, and drive incident response readiness through training and simulation drills. Help build action plans for customer success during unplanned events and support occasional 24/7 crisis communications coverage.

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FursaFursa
Salesforce
Salesforce
4 days ago

Critical Incident Communications, Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 15 hours agoStatus: Live

Job Summary

Own Salesforce’s critical incident communications by translating complex technical issues into clear, timely business updates for customers, executives, and customer-facing teams. Partner across engineering, support, and the enterprise to consolidate incident facts, maintain trust during service disruptions, and drive incident response readiness through training and simulation drills. Help build action plans for customer success during unplanned events and support occasional 24/7 crisis communications coverage.
Location: Bellevue, Seattle, Atlanta, Indianapolis
Workplace: Onsite
Employment Type: Full time
Job Function: Communications, PR & Community
Seniority: Manager level

Key Responsibilities

  • •Translate complex technical incident details into clear business communications quickly and efficiently for multiple audiences.
  • •Consolidate information from engineering and support and produce timely updates for customers and internal/executive stakeholders during incidents.
  • •Partner across the Salesforce enterprise to develop strategies and action plans that support customer success during urgent events.
  • •Ensure incident response readiness through training sessions, periodic incident simulations, tests, and drills.
  • •Participate in an occasional on-call rotation for crisis communications to develop customer-facing materials for unplanned incidents.

Pay and Benefits

Salary: USD 117,400 - 177,600 annually
Perks:Health InsuranceDentalVision401kPaid LeaveParental LeaveLife InsuranceDisability Insurance

Key Requirements

  • •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 with the ability to synthesize details for different audiences.
  • •Understanding of cloud infrastructure and platforms, such as AWS and GCP.
  • •Comfort operating in fast-paced, high-pressure environments and handling multiple priorities, including on-call weekend/holiday coverage.
Experience:5+ yearsIncident managementCrisis communicationsTechnical writingCloud infrastructure24/7 operations
Skills:CommunicationWritingAnalytical thinkingProblem-solvingAttention to detail
Certifications:Trailhead Ranger
Tech Stack:SalesforceAWSGCPCloud infrastructureDatabase architectureSecurityNetworks

Company Brief

Salesforce
Provides a leading cloud-based customer relationship management (CRM) platform with sales, service, marketing, analytics, and integration tools that empower businesses to manage customer relationships and digital transformation at scale.
Industry: SaaS
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 1999
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