Lead/Principal Technical Writer (Trailhead) - Missionforce

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Job Category
Enterprise Technology & Infrastructure

Job Details

About Salesforce

Salesforce is the#1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword - it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and theworld through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Lead/Principal Technical Writer (Trailhead) - Missionforce CX

We're Salesforce, the Customer Company, inspiring the future of business with AI + Data + CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good, you've come to the right place.

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.

• 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.

• 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.