This role focuses on delivering high-quality documentation for admin and end-user audiences across multiple Salesforce products, clouds, and technologies — including help articles, release notes, in-app assistance, Trailhead content, and setup guides.

Responsibilities

• Plan, deliver, and maintain content across multiple product areas, clouds, or technologies simultaneously.

• Proactively audit existing content against AI-readiness standards, prioritize improvements based on impact and usage, and document findings for team-wide awareness.

• Evaluate and improve information architecture across existing content sets — considering how IA decisions affect AI surfacing and retrieval.

• Independently select and use AI tools without guidance; consistently apply AI tools to routine work in ways that demonstrably improve efficiency or quality.

• Critically evaluate AI-generated output against quality, style, and accuracy standards; exercise ethical judgment on accuracy, tone, and trustworthiness before publication.

• Articulate where human judgment about customer behavior, product context, and content quality adds value that AI-generated content cannot replicate.

• Develop longer-term content strategies across multiple features or technologies — with a clear point of view on what to create, what to defer, and what not to create.

• Use content performance data to surface insights, distinguish quality issues from discoverability problems, and inform team priorities.

• Influence how AI-assisted features are designed — not just documented — by bringing content strategy and IA considerations into product and UX conversations early.

• Act as a multiplier — lead projects with multiple contributors, recognize collaborators' strengths, and share AI skills and best practices across the team.

• Serve as a recognized customer advocate; diplomatically push back on requests that aren't appropriate.

Required Experience/Skills

• 10–15+ years of technical writing experience for enterprise or SaaS software

• Significant experience delivering content across multiple product areas, clouds, or technologies

• Proven ability to independently select and apply AI tools; critically evaluates AI-generated content for quality, accuracy, and trustworthiness

• Experience auditing content for AI-readiness gaps and improving content to meet AI-ready standards

• Ability to articulate where human judgment adds value that AI cannot replicate

• Strong IA skills with experience improving content sets for both human and AI discoverability

• Experience using performance data to drive content strategy and priorities

• Strong stakeholder management skills; experience working with UX, PM, CCE, Support, and Product Marketing

Desired Experience/Skills

• Familiarity with Salesforce CRM and the broader Salesforce platform

• Working knowledge of Markdown, XML/DITA, and structured authoring tools (e.g., Oxygen)

• Experience with in-app assistance, Trailhead, or learning content

• Experience leading cross-functional or team-wide content initiatives

• Experience with global or cross-functional teams