Senior Analyst, Critical Customer Response at Salesforce

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

17 May, 26

Salary

0.0

Posted On

16 Feb, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Communication, Organizational Skills, Creative Problem-Solving, Incident Management, Crisis Communications, Technical Writing, Critical Thinking, Handling Ambiguity, Collaboration, Business Acumen, Customer Advocacy, Attention To Detail, Quality Commitment, Executive Communication, On-Call Rotation

Industry

Software Development

Description

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts. Job Category Program & Project Management Job Details About Salesforce Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword — it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all. Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce. Timely, clear, and consistent action and communication are the foundation of customer and internal stakeholder trust for the Critical Customer Response team at Salesforce. Our customers and partners rely on knowing that Salesforce is in control when challenges arise. We are a centralized program responsible for building and maintaining trusted relationships, mobilizing the right teams and resources during critical moments, and helping rebuild trust through effective post-incident engagement and communication. We continuously refine how we operate by improving the quality, consistency, and clarity of our communications, while simplifying and scaling the processes that support them. We foster 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. Role Description: The Salesforce Critical Customer Response (CCR) team seeks a Senior Analyst with excellent communication, organizational, and creative problem-solving skills to contribute to our incident management program. This role is focused on owning and delivering clear, timely, and consistent communications for Salesforce customers, customer-facing organizations, and executives during critical technical incidents, ensuring that the information shared is timely, accurate, and meaningful. You will serve as a primary member of the CCR team, collaborating on a variety of communications outputs for unplanned service disruptions, performance degradations, security incidents, and other urgent customer-impacting events as needed. The role requires critical thinking and the ability to handle ambiguity in fast-paced, ever-changing incident response situations. This role includes partnering across the Salesforce organization to drive action, alignment, and timely decision-making during incidents. As a member of the Global Critical Incident Center, the CCR team member is both technically competent and business-oriented. As the Critical Incident Center is a 24/7 operation, the CCR Senior Analyst may be required to cover occasional rotating weekend shifts and be flexible to work across all three geographical regions: AMER, EMEA, and APAC. 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: 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 various 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. Exercise sound judgment under pressure, including clearly communicating what is known, what is not yet known, and what actions are underway during evolving incidents. 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 Ensure Incident Response readiness through training sessions, periodic incident response simulations, tests, and drills Be part of an 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 Requirements: Experience in areas of incident management, crisis communications, or technical writing Exceptional writing, editing, and verbal communication skills Excellent analytical and problem-solving skills Understanding and experience in cloud infrastructure and platforms, such as Amazon Web Services (AWS) and GCP Comfortable working with structured communication processes, documentation systems, and AI-assisted tools to support consistent and scalable incident communications 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 Exceptional attention to detail, a strong commitment to quality, and persistence in meeting deadlines Collaborative team player who doesn't just say ‘no, we can't do this’, but approaches challenges in a way that 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 Experience writing executive-ready communications and the ability to challenge unclear or incomplete technical narratives constructively Desired Experience and Skills 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 *LI-Y Unleash Your Potential When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what’s possible — for yourself, for AI, and the world. Accommodations If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form. Posting Statement Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education. We're Salesforce, the Customer Company, inspiring the future of business with AI + Data + CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you've come to the right place.

Responsibilities

The Senior Analyst will translate complex technical issues into business-friendly communications for various audiences, including customers and executives, during critical incidents. This involves consolidating information from engineering and support teams to ensure stakeholders are consistently informed with accurate and timely updates.