Senior Analyst – Critical Customer Response
| Company | Salesforce |
|---|---|
| Location | Indianapolis, IN, USA, Atlanta, GA, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Mid Level, Senior |
Requirements
- 4-8 years of experience in areas of incident management, crisis communications or technical writing
- Bachelor’s degree in Communications, Marketing, Computer Science or other equivalent experience
- 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
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 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
Preferred Qualifications
- Experience with Salesforce platforms. Trailhead Ranger status and Salesforce certifications are a plus
- Prior experience in a 24x7x365 operations environment is a benefit
- Experience creating customer-facing communications
- Project/program and change management skills