Staff Trailhead Specialist

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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 the world 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.

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

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and, and our AI agents accelerate your impact so you can. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what's possible - for yourself, for AI, and the world.

Accommodations

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

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 our 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. What does that mean exactly It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Any employee or potential employee 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.