Communications Director Critical Incident Center Salesforce San Francisco

Job Description: • 2-minute read •
Very visible key position creating real-time executive level internal written communications updating global executives about the status of new and on-going critical customer situations as a part of our corporate incident response processes. Translating technical information quickly into clear, succinct, accurate situational executive level updates is a key to success in this role.
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Secondary activities will be creating, formatting, and maintaining clear communications templates for other team members to utilize for other communications vehicles, and working with customer success leaders to manage diverse writing projects such as process docs, presentations, best practices, or even Trailhead modules ( https://developer.salesforce.com/trailhead/en ) for training purposes, and editing other communications.
You have a great mix of technical knowledge, technical writing skills, Web skills, and creativity to deliver this documentation in the format best suited for various audiences. You have strong project management skills, excellent communications skills, and the tenacity, humor, and people skills to collaborate with a wide variety of Customer Success Group and Technology Team members.

This is a full-time position, and there may be some on-call work on weekends for critical customer situations.
Required Skills:
12+ years of strong written executive level and customer communications experience ideally for complex applications, operating systems, hardware, software, and processes
Working knowledge of networks, servers, storage systems, and other data center hardware.
Process technical information, complex business processes, and change impacts to distill critical messages and translate into elegant, user-friendly communications for internal audiences
Strong sense of situational urgency, and strong execution skills
Ability to learn new technologies quickly
Outstanding people and exemplary communication skills
Proven ability to obtain information from multiple SMEs with many demands on their time
Focus on Quality and Details
Excellent problem solver
Strong team player
Bachelor's degree in a technical or communications field
Ability to work with CRM tools - ability to create and execute reports
Review communications written by other team members and partners and provide feedback

Desired Skills:
Experience documenting cloud infrastructure, or enterprise-class client/service software
Experience creating technical customer-facing communications
Track record of improving existing styles and processes
Strong formatting, layout and design skills
Experience delivering and managing collaborative documentation

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