# Senior Customer Risk Manager

**Company**: Salesforce
**Location**: Metro Manila, Philippines
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Sales
**Industry**: Technology

**Apply**: https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Philippines---Metro-Manila/Customer-Risk-Manager_JR364723?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_0798d983-b55

## Description

The Senior Customer Risk Manager delivers world-class risk management that drives the resolution of complex customer issues and mitigation of attrition risk.

This role owns a defined portfolio or territory and serves as the primary point of escalation for enterprise-level customers, partnering with executive-level stakeholders.

The Senior Customer Risk Manager provides strategic visibility and cross-functional resource orchestration needed to navigate sensitive customer scenarios and prevent significant dissatisfaction.

**Responsibilities**

- Partner with internal teams to collaborate, drive prioritization, analyze and resolve the most complex customer issues, resulting in the highest level of customer satisfaction.

- Own a defined portfolio or territory , accountable for the health, prioritization, and outcomes of all Red Accounts within scope.

- Serve as the primary point of escalation for enterprise-level customers, managing high-complexity, high-visibility accounts that require senior judgment and executive coordination.

- Operate as a subject matter expert on the Red Account lifecycle, defining best practices and ensuring consistency across the organization.

- Develop trusted relationships with executive-level leadership across the organization.

- Provide consultative advice on complex issues based on deep cross-functional knowledge and historical resolution paths.

- Identify and drive process improvements that address systemic risks and create meaningful change across the organization.

- Track and communicate status and resolution to customers and Salesforce personnel in a factual, professional, timely, and consistent manner.

- Draw on root cause analysis and trend reporting to identify and drive systemic change across Salesforce.

- Balance a full portfolio with strategic initiatives that drive measurable impact across the broader business.

**Requirements**

- Experience: 10+ years of account management, consultation, project management, escalation management, and/or technical support experience.

- Communication: Executive-level communication skills with the ability to articulate complex issues to diverse audiences.

- Salesforce Expertise: Expert knowledge of the Salesforce ecosystem with the ability to autonomously leverage programs and resources to resolve complex customer issues.

- Achieve Results: Proven ability to drive alignment across diverse teams and sustain solutions at scale with a sense of urgency.

**Nice to Have**

- Strong commercial acumen with the ability to identify strategies to improve customer and business outcomes.

**Benefits**

- Office-flexible, with the expectation of being in the office 3 days per week.

- Comprehensive benefits and resources to support work-life balance.

## Skills

### Required
- Account Management
- Consultation
- Project Management
- Escalation Management
- Technical Support
- Executive-level Communication
- Salesforce Ecosystem
- Problem-solving

### Nice to have
- Commercial Acumen

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Source: [Apply at salesforce.wd12.myworkdayjobs.com](https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Philippines---Metro-Manila/Customer-Risk-Manager_JR364723?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)