The Salesforce Critical Customer Response (CCR) team seeks a Senior Analyst to own and deliver clear, timely, and consistent communications for customers, customer-facing organizations, and executives during critical technical incidents
Job Summary
The Salesforce Critical Customer Response (CCR) team seeks a Senior Analyst to own and deliver clear, timely, and consistent communications for customers, customer-facing organizations, and executives during critical technical incidents.
This role requires critical thinking, the ability to handle ambiguity in fast-paced, ever-changing incident response situations, and partnering across the Salesforce organization to drive action, alignment, and timely decision-making.
The team fosters a team-first culture built on trust, equality, and accountability, where every voice matters, contributions are recognized, and feedback is used to drive growth and high performance.
Matching Summary
The Salesforce Critical Customer Response (CCR) team seeks a Senior Analyst to own and deliver clear, timely, and consistent communications for customers, customer-facing organizations, and executives during critical technical incidents.
Skills & Requirements
Must-have
Translate technical issues into business-speak
Consolidate information from multiple sources
Communicate knowns and unknowns during incidents
Develop trusted partnerships across enterprise
Synthesize technical and non-technical details
Handle multiple priorities under pressure
Nice-to-have
Passion for customer advocacy
Team-first culture
AI-assisted tools
Trailhead Ranger status
Salesforce certifications
Key Requirements
Incident management experience
Crisis communications experience
Technical writing experience
Cloud infrastructure and platforms experience (AWS, GCP)