This role focuses on delivering high-quality documentation for admin and end-user audiences, including help articles, release notes, in-app assistance, Trailhead content, and setup guides that help customers get the most out of Salesforce.

Responsibilities

• Plan, deliver, and maintain net-new content for multiple features, teams, or technologies across several releases — not just maintaining existing content.

• Create multiple content types including conceptual content, release notes, how-to/task-based content, and developer content.

• Apply information architecture principles — structuring topics, labeling, navigation, and metadata so content is easy to find and use by both human readers and AI systems.

• Think strategically about content for assigned areas and independently advise teams on recommended content approaches.

• Work with the content strategist to identify gaps, map content plans to the product adoption curve, and improve content adoption.

• Collaborate proactively with stakeholders outside of CX — including UX, PM, Support, and Product Marketing — raising content and customer experience considerations early.

• Contribute to CX, cloud, or team-wide initiatives; serve as a recognized customer advocate within the scrum/product team.

• Gather and regularly review documentation metrics and performance data; draw conclusions about what's working, what isn't, and why, and share observations with the team.

• Assist others on CX skills, tools, and processes; support new team members and share constructive feedback with peers.

• Independently use AI tools to improve workflow and consistently apply CX standards for AI-ready content.

• Exercise quality and ethical judgment on AI-assisted content — carefully reviewing for accuracy, tone, and trustworthiness before publication.

• Recognize when existing content does not meet AI-ready standards; flag, address, and escalate as appropriate.

Required Experience/Skills

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

• Demonstrated expertise creating multiple content types with content that is well written, clear, and well organized, rarely requiring substantial editing

• Experience independently planning and delivering content for multiple projects, features, or technologies simultaneously in an Agile environment

• Ability to explain how assigned features and related technologies work, including why they were built and who they serve

• Strong information architecture skills, familiar with how IA issues such as inconsistent terminology, deeply nested navigation, and missing metadata reduce content findability and usability

• Excellent project management and stakeholder management skills; able to manage multiple priorities and define scope in ambiguous situations

• Independently uses AI tools for familiar tasks without needing guidance; consistently applies AI tools to routine work in ways that demonstrably improve efficiency or quality

• Critically evaluates AI-generated output against quality, style, and accuracy standards before incorporating into work

• Recognizes when AI assistance adds value versus when human expertise, creativity, or judgment is better suited to the task

• Familiar with CX standards for AI-ready content and applies them consistently to new content

• Experience with common authoring tools and source control (Perforce/Git)

• Strong content strategy skills with a customer-first mindset

Desired Experience/Skills

• Familiarity with Salesforce CRM concepts 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 using data to inform content plans, decisions, and priorities for improvement

• Experience with global or cross-functional teams