Lead/Principal Technical Writer (Trailhead) - Missionforce

Lead/Principal Technical Writer (Trailhead) - Missionforce CX We’re looking for an experienced writer for the Missionforce Content Experience team. As a Trailhead Specialist, you will be a pivotal member of our team, combining expertise across content strategy, editing, and writing to deliver impactful enablement for Salesforce customers. This role requires a deep understanding of the Trailhead content lifecycle, a passion for customer success, and the ability to drive strategic initiatives across multiple clouds. You will play a key role in setting and upholding content quality standards, ensuring strategic alignment, and fostering collaboration to produce industry‑leading enablement. Collaborating closely with product leadership, you’ll help build AI‑powered content that supports mission‑critical work across the U.S. Department of Defense, the Intelligence Community, Aerospace, and Allied Nations. If this excites you, come talk to us. What you’ll do: Independently determine content needs and create essential materials (e.g. release notes, Help articles, implementation guides) for customers and engineers. Research, plan, draft, and validate Trailhead modules that align with the strategic vision of Missionforce. Uphold the stringent content quality standards set by our team, collaborating closely with Strategists and the centralized Trailhead team. Contribute to the team's leadership in the research and enablement of AI in CX Trailhead, including creating and testing specific use cases for Trailhead Academy. Work cross‑functionally with PMs, UX Designers, Engineers, Support, and Researchers to map out the customer journey, define use cases, and deliver a holistic content set. Required Experience / Skills 10+ years of experience in end‑to‑end content development, including strategic planning, writing, and editorial oversight for enablement content. Creative problem solver who can operate independently. Ability to write clean, concise, and effective content. Experience with XML/DITA and Markdown/Git. Excellent project and stakeholder management skills, with the ability to self‑prioritize and drive alignment. Ability to create process flow and database architecture diagrams. Ability to quickly learn complex technologies. High standards of quality, editing skills, and attention to detail. Strong understanding of how to customize content for different personas. Desired Experience / Skills AI‑first mindset: Demonstrate a strong curiosity and competence in AI tools and techniques – especially generative AI – along with the ability to simplify complex topics, engage diverse audiences, and increase real‑world application. Strategic thinking: Help define the strategic vision for content for Missionforce products, focusing on today’s priorities while building toward the future (might include adoption of new or different types of content or tools). Vocal leadership: Be comfortable asking questions, raising issues, or identifying opportunities for collaboration between teams. Bring together team members and stakeholders to create innovative solutions to problems. Data‑driven: Identify improvements to content performance through data analysis, customer feedback, usage trends, process changes, and best practice research. Establish KPIs to track content effectiveness and workflow health. Skilled storytelling: Demonstrate excellent presentation skills and ability to maintain an executive presence, especially when things get challenging. Workplace advocate: Provide mentorship and guidance to other team members to support knowledge sharing and skill development across functions.

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Accommodations If you need a reasonable accommodation during the application or the recruiting process, please submit a request via the Accommodations Request Form. Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see the Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options. Posting Statement Salesforce is an equal‑opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. Everyone 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. Compensation and Benefits In the United States, compensation offered will be determined by factors such as location, job level, job‑related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock‑purchasing program. More details about company benefits can be found at Pursuant to the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, Salesforce will consider for employment qualified applicants with arrest and conviction records. At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $150,100 – $304,700 annually. In select cities within the San Francisco and New York City metropolitan area, the base salary range for this role is $180,200 – $332,600 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable. #J-18808-Ljbffr salesforce.com, inc.