Salesforce.com, Inc Hiring for Virtual Incident Command Center Manager at Austin, Texas Full Time

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Job Category

Customer Success Group

Job Details

Role Description:

The Virtual Incident Command Center Manager is a highly customer-focused, operational lead responsible for delivering compelling live events during major incidents. The best person for this job has a can-do attitude and a passion for the kind of daily reporting that’s relevant and impactful.

As a member of the Customer Success Group and Global Critical Incident Center team, the Virtual Incident Command Center Manager should have strong technical knowledge of complex SaaS systems and deep experience leading the storytelling of complex incidents.

The Virtual Incident Command Center Manager is a key driver for high severity multi-customer, high visibility customer incidents. This responsibility includes collaborating, partnering and operationalizing webinar support components to include testing and scaling for complex incidents. As a member of the Global Critical Incident Center, the Critical Incident Manager is both technically proficient and business-oriented.

Key Responsibilities:

• Develop a deep expertise of Salesforce webinar platforms and how they are being used across constituent groups.

• Acts as the program leader, technical contact and host for live webinar events.

• Operationalize webinar support components, including testing and scale for complex incidents.

• Excel in on-camera live broadcast productions.

• Outstanding communication skills up to Executive Level: technically literate both written and verbal.

• Extract information from multiple subject-matter experts.

• Manage and deliver collaborative documentation.

• Provide transparent communication, processing technical information and into clear, audience-appropriate communications, including customer-facing to drive high levels of customer satisfaction.

Training

• Own the Salesforce Critical Incident Live Events program.

• Lead the development of training materials with learner-focused, innovative designs for learning styles.

• Apply adult learning principles to help craft and assist in developing training that best fits the needs of the audience and content (online, developed courses, or blended learning methods).

• Oversee the design and development exercises, tutorials, job aids, and assessments.

• Develop benchmarks, or scorecards to report the efficiency of trainings.

• Develop and deliver communication that convey an understanding of the outstanding needs of audiences.

• Develop close partnerships and collaborate across the enterprise to build working relationships across all functions and alignment across the business.

• Ensure Incident Response Readiness by leading training sessions, periodic incident response simulations, tests, and drills.

• Cross-functional Incident Management Leadership Experience.

• Lead and prioritize multiple incidents occurring all at once.

• Participating in On-call rotation weekend work will be required for critical situations requiring expertise and as rostered.

• Comfortable working in a fast-paced environment with fast paced situations.

Minimum Requirements:

• Bachelor’s degree in Communications, English, Journalism, Public Relations, Broadcast, or related field

• 5+ years experience in a technical support environment, handling highly sophisticated issues.

• 3+ years of communications/PR trainer experience

• 3+ years of experience working with live event’s tooling to include Zoom and WebEx or similar platforms.

• Strong operational and services experience in a cloud services delivery environment.

• Experience advising and improving the benefits of collaborating with global teams.

• Service delivery experience.

• Some work may require night and weekend work occasionally.

Specific Skills and Pre-requisites

• Knowledge and skills in Broadcasting/Media delivery of Live Events is preferred.

• Media experience, in general, is preferred.

• Experience working at a public affairs agency and/or a technology company

• Experience distilling technology concepts into consumer language

• Experience on-camera as a spokesperson or similar role

• Experience with crisis management

• High level of Operational Urgency and Situational Urgency.

• Lead team to execute on all tasks with a high level of operational and situational urgency.

• Technical knowledge of cloud infrastructure, ideally in a multi-tenant environment.

• Flexibility, integrity, and creative problem-solving.

• Strong project management skills, across teams where influencing skills are required.

• Highly motivated, with a strong sense of achievement and the willingness to both lead and contribute supportively to a dynamic team environment.

• Excellent attention to detail and a strong commitment to quality.

• Strong dedication to customer success.

• Prior experience in a 24x7x365 operations environment is a benefit.

• Proven track record to manage sophisticated processes and drive continuous process improvement.

• Maturity to be managed remotely and ensure KPIs are met.

For Colorado-based roles: Minimum annual salary of $104,600 You may also be entitled to receive 10% bonus, restricted stock units, and benefits

Salesforce, the Customer Success Platform and world’s #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes’s “World’s Most Innovative Company” five years in a row and one of Fortune’s “100 Best Companies to Work For” eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. We are working to improve the state of the world.

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