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Salesforce.com, Inc Senior Communications Manager, Critical Incident Center in Sydney, Australia

Job CategoryCustomer Success Group

Job Details

The Senior Communications Manager, Critical Incident Center, is a key leadership role responsible for writing real-time executive-level communications for Salesforce executives at the CEO level. These communications provide updates to global executives about the status of new and ongoing critical incidents impacting our customers.

Secondary responsibilities include managing and executing diverse writing projects such as process and best-practice documentation, slide deck presentations, internal newsletters, internal team communications, as well as reviewing and editing content written by colleagues around the globe.

This is a full-time position and will likely require occasional on-call work during nights, weekends, and holidays for critical customer situations.

Required Skills

  • 6-8+ years of experience in producing executive-level and technical communications regarding complex applications, operating systems, hardware, software, and processes.

  • A strong mix of technical knowledge and aptitude, technical writing skills, and the ability to deliver communications and documentation in the format best suited for diverse audiences.

  • Exemplary communication skills with excellent attention to detail and a strong commitment to quality.

  • Prior experience in a marketing communications role and/or an internal employee communications role.

  • Strong editorial skills and ability to provide writing training/coaching to others.

  • Working knowledge of networks, servers, storage systems, and other data center hardware.

  • Able to learn new technologies quickly and process/translate technical information into clear, user-friendly communications for internal audiences.

  • Ability to obtain information from multiple subject-matter experts who have many demands on their time during a critical incident.

  • Strong sense of situational urgency and execution skills.

  • Comfortable working in a fast-paced environment, in sometimes high-pressure or stressful situations.

  • Strong project/program management skills.

  • Strong dedication to customer success.

  • Outstanding people skills and a strong team player.

  • Bachelor's degree in a technical or communications field, or relevant work experience.

    Desired Skills

  • Experience documenting cloud infrastructure, or enterprise-class client/service software.

  • Experience in an incident communications or incident management role.

  • Experience creating customer-facing communications.

  • Track record of improving existing styles and processes.

  • Strong formatting, layout, and visual design skills.

  • Experience creating corporate slide decks and adhering to corporate brand guidelines.

  • Ability to work with CRM tools; ability to create and execute reports/dashboards.

  • Experience in working as part of a collaborative global team.

Posting Statement

Salesforce.com and Salesforce.org are Equal Employment Opportunity and Affirmative Action Employers. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Headhunters and recruitment agencies may not submit resumes/CVs through this Web site or directly to managers. Salesforce.com and Salesforce.org do not accept unsolicited headhunter and agency resumes. Salesforce.com and Salesforce.org will not pay fees to any third-party agency or company that does not have a signed agreement with Salesforce.com or Salesforce.org.

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