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 combine 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.

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 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.

Quick learner of complex technologies.

High standards of quality, strong editing skills and attention to detail.

Strong understanding of how to customize content for different personas.

Desired Experience / Skills

AI‑first mindset, curiosity and competence in AI tools and techniques—including generative AI—along with the ability to simplify complex topics and engage diverse audiences.

Strategic thinking to help define the strategic vision for Missionforce content, focusing on current priorities while building toward the future.

Vocal leadership: comfortable asking questions, raising issues and identifying opportunities for collaboration between teams.

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 storyteller with excellent presentation skills and the 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.

Accommodations
If you need a reasonable accommodation during the application or recruiting process, please submit a request via the Accommodations Request Form.

Equal Opportunity Statement
Salesforce is an equal‑opportunity employer and maintains a policy of non‑discrimination with all employees and applicants for employment. We believe in 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 recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination and all other aspects of employment. Recruiting, hiring, promotion and compensation decisions are fair and based on merit. Salesforce also considers the San Francisco Fair Chance Ordinance and the Los Angeles Fair Chance Initiative for Hiring, in which qualified applicants with arrest and conviction records may be considered for employment.

Salary and Benefits
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 range is $180,200 – $332,600 annually. The range represents base salary only; it does not include bonus, incentive for sales roles, equity or benefits. We also offer 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 https://www.salesforcebenefits.com.

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