# Customer Risk Manager

**Company**: Salesforce
**Location**: Zurich, Switzerland
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Customer Service
**Industry**: Technology

**Apply**: https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Switzerland---Zurich/Customer-Risk-Manager_JR365943?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_26a1496e-315

## Description

As a Customer Risk Manager at Salesforce, you will lead critical risk mitigation and escalation management strategies to drive customer resolution, prevent attrition, and protect long-term partnerships.

In this role, you will serve as a strategic orchestrator during high-stakes customer scenarios. You will align cross-functional teams, provide executive-level visibility, and navigate complex business challenges to deliver successful outcomes. Whether advising internal leaders or engaging directly with customer executives, your work will turn sensitive customer challenges into long-term success.

**Key Responsibilities:**

- Escalation Orchestration: Drive end-to-end resolution of complex, high-visibility customer issues by aligning cross-functional teams across Engineering, Product, Sales, and executive leadership.

- Strategic Advisory: Serve as a trusted advisor to internal leadership and customer executives, providing data-driven recommendations and strategic resolution paths.

- Risk Quantification: Evaluate the business impact of customer risks to effectively prioritize resources, establish clear action plans, and accelerate resolution timelines.

- Executive Communication: Deliver clear, structured, and factual status updates to customer leadership and internal stakeholders.

- Systemic Improvement: Analyze incident trends and root causes to identify operational gaps and drive systemic enhancements across Salesforce processes and products.

- Cross-Functional Alignment: Facilitate alignment across matrixed organizations to ensure customer expectations are managed transparently and effectively.

**Required Qualifications:**

- Bachelor's degree or equivalent practical experience.

- Demonstrated experience in customer escalation management, account management, technical consulting, or enterprise project delivery.

- Proven capability to lead through complex, multi-stakeholder business challenges with steady leadership and clear judgment.

- Strong written and verbal communication skills, with a track record of translating technical concepts into business outcomes for executive audiences.

- Ability to drive timely, decisive action and influence cross-functional teams without direct authority.

- Practical experience using enterprise CRM tools and collaboration platforms (e.g., Salesforce platform, reports, dashboards, and Slack).

**Preferred Qualifications:**

- Strong commercial acumen with experience developing strategies that improve customer retention and business outcomes.

- Familiarity with the Salesforce product ecosystem, customer deployment patterns, and enterprise use cases.

- Experience utilizing enterprise AI tools to streamline workflows, analyze data, and accelerate issue resolution.

**Benefits:**

Salesforce offers various benefits and resources to support work-life balance and employee growth.

## Skills

### Required
- customer escalation management
- account management
- technical consulting
- enterprise project delivery
- CRM tools
- collaboration platforms

### Nice to have
- commercial acumen
- Salesforce product ecosystem
- enterprise AI tools

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Source: [Apply at salesforce.wd12.myworkdayjobs.com](https://salesforce.wd12.myworkdayjobs.com/en-US/External_Career_Site/job/Switzerland---Zurich/Customer-Risk-Manager_JR365943?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)