Lead/Principal Technical Writer (Trailhead, Missionforce)

Join Salesforce, the Customer Company, as a Lead/Principal Technical Writer. In this role, you will be a pivotal member of the Missionforce Content Experience team, combining expertise in content strategy, editing, and writing to deliver impactful enablement for Salesforce customers. You will work closely with product leadership to build AI-powered content that supports mission-critical work across various sectors. This position requires a deep understanding of the Trailhead content lifecycle, a passion for customer success, and the ability to drive strategic initiatives across multiple clouds.

• 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.
• 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.
• 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
• High standards of quality, editing skills, and attention to detail
• Experience with XML/DITA and Markdown/Git
• Ability to write clean, concise, and effective content
• Ability to quickly learn complex technologies
• Ability to create process flow and database architecture diagrams
• 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)
• 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
• Creative problem solver who can operate independently
• Strong understanding of how to customize content for different personas
• Excellent project and stakeholder management skills, with the ability to self-prioritize and drive alignment
• 10+ years of experience in end-to-end content development, including strategic planning, writing, and editorial oversight for enablement content
• 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