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.