Lead/Principal Technical Writer (Trailhead) - Missionforce

About the role

The Lead/Principal Technical Writer (Trailhead) - Missionforce CX role is part of the Missionforce Content Experience team at Salesforce. This role involves independently determining content needs, creating essential materials, and contributing to the strategic vision of Missionforce.

Responsibilities

• 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.
• Collaborate 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.

Requirements

• 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.
• 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.
• A strong understanding of how to customize content for different personas.

Skills

• AI-first mindset: Demonstrated 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: Helps 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: Comfortable asking questions, raising issues, or identifying opportunities for collaboration between teams. Brings together team members and stakeholders to create innovative solutions to problems.
• Data-driven: Identifies improvements to content performance through data analysis, customer feedback, usage trends, process changes, and best practice research. Establishes KPIs to track content effectiveness and workflow health.
• Skilled storytelling: Demonstrates excellent presentation skills and ability to maintain an "executive presence," especially when things get challenging.
• Workplace advocate: Provides mentorship and guidance to other team members to support knowledge sharing and skill development across functions.